Les Handikapables

Context

"Les Handikapables" is a non-profit organization aimed at providing a welcoming and accessible space for people with disabilities, helping them overcome daily challenges, particularly regarding their well-being.

Goal

Enable people with disabilities to access an informative and accessible platform on their rights and ways to improve their well-being, while increasing the visibility of the organization and its activities.

Kick-off

The kick-off phase marks the official start of the project. During this initial meeting with the founder of the organization, I used a Project Canvas to structure our discussion. This allowed me to:

Clarify the goals
Align our vision
Define the expected outcomes

The Project Canvas also served as a reference to adjust our direction after the discovery phase.

Benchmark UX & Card sorting

I conducted a UX audit of the PHARE website, along with several user tests. This platform aims to inform users about their rights and improve their well-being.

Using the PHARE website as a base, I performed a Delphi card sorting exercise to design the information architecture. Through this process, we streamlined the categories from 10 to 5, which clarified the information hierarchy.

While the site meets official accessibility standards, many usability issues remain, highlighting the need for a holistic approach to web accessibility.

My assumptions

Separating the search for Disability Rights from the search for Well-being will facilitate information processing.
Well-being is supported through social activities such as art therapy, discussion groups, or relaxation sessions.
Disability support organizations and resources are overly fragmented and dispersed.
Web accessibility is poor, even on disability assistance websites, which discourages users with disabilities from seeking information.
Group activities play a significant role in their well-being.
The language used is sometimes too complex and should be converted into Easy-to-Read (FALC) format.

Interview synthesis

Using an Affinity Diagram, I synthesized the interviews by creating “atoms” from key notes, grouping them by similarity, and rephrasing insights to extract the main ideas.

I observed a clear gap between my initial assumptions and the actual issues faced by people with disabilities when seeking information to improve their well-being.

Key Insights

People with disabilities do not separate their legal rights from their well-being, as respect for their rights directly impacts their personal dignity and quality of life.
They need contextual information to understand what rights they are entitled to.
Disability support organizations and resources are overly fragmented and dispersed.
People with disabilities want autonomy and independence to reduce reliance on others.
Those with motor or visual impairments need the ability to complete forms and documents independently, currently impossible on the PHARE platform due to print-only forms.
Precise labeling of website elements is essential to avoid constant issues for visually impaired users.
People with disabilities feel the need to no longer be infantilized by others.
Some may refuse help or a diagnosis out of a sense of pride.
Services are difficult to reach by phone, appointments are long, and email responses are sporadic due to overburdened services.
Easy-to-Read (FALC) content should be used sparingly to avoid affecting credibility.
Users searching for their rights online need fewer, broader categories that encompass more information, reducing the risk of mistakes and frustration.
Informational texts should be simplified and concise to avoid cognitive overload, with key points highlighted and summaries provided to ensure users don’t miss important information.

Key Insights

People with disabilities do not separate their legal rights from their well-being, as respect for their rights directly impacts their personal dignity and quality of life.
They need contextual information to understand what rights they are entitled to.
Disability support organizations and resources are overly fragmented and dispersed.
People with disabilities want autonomy and independence to reduce reliance on others.
Those with motor or visual impairments need the ability to complete forms and documents independently, currently impossible on the PHARE platform due to print-only forms.
Precise labeling of website elements is essential to avoid constant issues for visually impaired users.
People with disabilities feel the need to no longer be infantilized by others.
Some may refuse help or a diagnosis out of a sense of pride.
Services are difficult to reach by phone, appointments are long, and email responses are sporadic due to overburdened services.
Easy-to-Read (FALC) content should be used sparingly to avoid affecting credibility.
Users searching for their rights online need fewer, broader categories that encompass more information, reducing the risk of mistakes and frustration.
Informational texts should be simplified and concise to avoid cognitive overload, with key points highlighted and summaries provided to ensure users don’t miss important information.

User Journey

I created a User Journey Map based on insights from interviews and user testing. This allowed me to bring the insights and the PHARE benchmark to life in a real scenario with users.

The User Journey Map highlighted friction points and their solutions at each step of the user journey, providing a clear view of the challenges to overcome and areas for improvement.

The main friction points identified are :

ineffective and complex, with unacceptable wait times often exceeding legal standards and limited availability of support.

Aid application process: lengthy, irrelevant, and fragmented forms with no accessible or interdependent structure, and a handwritten requirement despite motor disabilities.

Wireframe

I am now in the design phase, where I translate all my research and insights into a wireframe.

I am defining the basic structure of the website, taking into account user needs and project goals. In creating these wireframes, I :

Visualize the information architecture
Test and refine the layout of elements
Ensure intuitive navigation
Identify potential friction points

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Interviews

To better understand our target audience, I used a Proto Persona, which helped me assume that the target would be middle-aged individuals with low to moderate digital literacy.

I then interviewed seven people with various disabilities (motor, cognitive, visual), mostly between the ages of 40 and 50, as well as three younger individuals (ages 20-30). I also observed a user journey on the PHARE website to further enrich the analysis.

Categories and sections

The site sections are presented in a straightforward way, each with a brief description to provide a clear overview, no more maze-like navigation as with the PHARE service.

All subsections are accessible directly from a table of contents.

An anchored, sticky button allows users to easily return to the table of contents without excessive scrolling, supporting exploratory navigation.

Sections are color-coded to aid navigation for users with dyslexia and other cognitive challenges.

Each section includes concise text with a "What This Service Can Offer You" block at the top, followed by a concrete example and a summary of key points.

UNIC Canvas & Value proposition

The UNIC Canvas allowed me to gather and structure key information about users, objectives, and the direction for future features. This tool also facilitated collaboration by providing a clear, comprehensive view of the project to the organization’s leaders.

The Value Proposition complements the UNIC Canvas. While it might seem repetitive, the Value Proposition focuses more on the tangible aspects of the product and the ideas to be implemented.

It clarifies the elements that will meet user expectations and distinguish this product from competitors.

Forms

Making it easier for users to complete PHARE forms directly on our website, with submissions sent by our organization.

Instead of printing and handwriting forms—a challenging process, especially for those with motor disabilities or visual impairments—users can now complete PHARE forms directly on the website or through ITSME.

The forms are processed digitally and then printed by our organization for direct submission to the relevant authorities, ensuring full data confidentiality.

Accessible digitalization of paper forms, allowing all users, including those with disabilities, to complete forms independently.

Single-column layout to improve readability, with error indicators that include color and symbols to accommodate colorblind users.

Error summary for easy review.

Homepage

The homepage delivers a clear and direct value proposition, with CTAs for the organization and to explore available rights and assistance online. Navigation is simplified with five main menus to reduce cognitive load.

Key elements of the homepage include :

A call-to-action to explore one’s rights.

A dark mode, directly accessible for users with visual hypersensitivity.

Highlighting the organization’s activities prominently. plan.

UI & Ton of Voice

People with disabilities often feel neglected or infantilized. To address this issue, identified through insights, I developed a visual identity that includes a modernized logo and illustrations with mature-style characters to convey greater respect and consideration.

I also created a style guide for the tone of voice. It’s essential to avoid a conservative, authoritative, or overly playful tone, instead favoring a respectful and friendly approach.

Accessibility

A website with clean, structured code to maximize compatibility with tools like AccessiWay.

The site is nearly AAA-compliant.

Typography

I selected the “Luciole” font, specifically designed for accessibility, catering to individuals with dyslexia and visual impairments.

Régine Lambert, a digital accessibility expert, explained that there is no specific font for accessibility, as most fonts can be easily adjusted according to user preferences.

However, many people with disabilities whom I interviewed had limited knowledge of digital tools and would not have made these adjustments themselves.