Assistive Technology Solutions

Assistive technology tools for employees are spread across multiple portfolios and domains, leading to a disjointed and fractured experience. We need to better understand USAA employees’ needs, expectations, and current processes to prioritize a roadmap and establish a foundation that enables inclusive experiences for all.

I started by researching industry best practices, what is out there? what’s working? what can be incorporated in our space?

INDUSTRY BEST PRACTICES + INTERNAL PRACTICES

Highlights, key takeaways:

Research accessibility technology and implementation best practices for Apple and Google
Research accessibility-related channels within USAA - DUNAMIS, CDO, Accessibility testing site

Plan overview

Interviews

I interviewed assistive technology users along with Stakeholders and decision makers. The interview with users brought to light their current pain points and needs. For the stakeholders I was able to identify their current knowledge on assistive technology and gaps.

Screen Shot 2021-07-27 at 11.18.25 PM.png

Screen Shot 2021-07-27 at 11.08.36 PM.png

Screen Shot 2021-07-27 at 11.19.45 PM.png

Screen Shot 2021-08-16 at 12.01.03 PM.png

Assistive Technology (AT) Users Research Findings

Summary of insights: interviewed a range of assistive technology users within the spectrum of Vision, Hearing and Cognitive. I was able to identify their needs and wants foe each segment.

Assistive Technology (AT) Stakeholder Research Findings

Summary of Insights: Interviewed a range of people who are passionate advocates for digital and physical accessibility, with extensive knowledge in accessibility risk, compliance, policies, governance and accommodations. Among them we had directors from the information technology and accessibility operations department, a development Product Owner, a compliance risk manager, an IT systems analyst, accessibility advisor, and a member of the Environmental Health and Safety department. These interviews revealed insights within the following 4 categories: Process, Technology, & Support, Training & Awareness, Ownership & Accountability, Communication & Feedback.