Edu Talavera’s Portfolio Accessibility focused Product Designer + Leader Hola, Hi, I’m Edu! I am an accessibility Product Designer working for CVS Health in New York City. I focus primarily on conducting research with disabled participants and utilizing those findings to create intentional, as well as accessible solutions. With 10 years of design experience, I have completely fallen in love with the process of design, specifically because it revolves around people. The who, what, where, when, why and how questions are always bouncing around my noggin as I aim to bridge the gap between tech and people. About me She/Her/Hers In my free time I enjoy sewing, cooking, learning new languages, and making my loved ones laugh. CVS Health, 2023 Spoken Rx Accessibility Overhaul Case Study #1 My role Platform UX Accessibility Designe" UX Researcher Mobile 1 Back-end develope" 1 Front-end develope" 1 x User researche" 1 x Project manager 2 months Q3 2023 Who I worked with Project timeline Go Live Date Project Overview " My team and I were brought in to conduct a formal accessibility review and overhaul of the Spoken Rx experience> 9 Spoken Rx is a program at CVS Health Pharmacies that allows its customers to scan their prescriptions utilizing an RFID tag on their medicine bottles> " The goal was to test the entire end to end experience with varying assistive technologies, and provide product with accessibility recommendations on how to the improve overall customer experience. Background Setting the Stage Customers utilizing assistive technologies (AT) experience significant challenges and increased effort compared to those not using AT. With this in mind, how might we ensure all AT users have ease of use and access to the Spoken Rx experience? Problem statement Project brief Mapping the Customer Journey Discovery $ I started by mapping out the entire end to end customer journey, from enrollment all the way to successfully scanning a prescriptionG $ Because this experience had a physical aspect to it, it was important to put on my service design hat as well.? $ In a word document, I defined the context, scope, listed out any barriers, intersecting gaps, and opportunities, as well as the full customer journey itself. This is really where i saw the line in the sand between UI/UX design and service design. Define It was clear there were some gaps in tbe enrollment process, as well as just an overall fatigue and frustration of use for VoiceOver, Braille, and Android Talkback users, resulting in over 10x as long to complete the task in comparison to users who didn’t utilize AT./ These insights gathered are what ultimately informed the recommendations I took to the product team. Insights Gathered I organized the findings from the user journey mapping phase on severity, and in accordance to which customers/AT users were affected (see table below). During this phase, it was really important to, as some say, choose my battles . I knew I couldn’t go to product with every single accessibility (and usability) flaw, and thus decisions had to be made in regards to which a11y items were solutioned for. I chose solutions that would have the greatest positive impact for CVS Health’s AT using customers. Findings Summary of Findings Solutions # The proposed solutions and recommendations were presented to product alongside a problem statement, the users impacted, severity level, and any additional context about current efforts within the organization that are applicable.& # Not only did I create mock ups for each recommendation, but I also made sure to work closely with a front and back end engineer as to ensure that what was shared with product teams were feasible and well thought out solutions. Proposed A11y Recommendations Mockups The Proof is in the Pudding Mockups The Proof is in the Pudding (Cont.) Enroll in Spoken Rx To control text to speech, place one finger on the screen and swipe from left to right. This allows you to move line by line to review informatinon. 9 There are so many touch points and engagements off screen that are not accounted for in the traditional “product design” scope.* I9 Additionally, disabled people’s needs are already an after thought, and even furthermore with these cross platform/multi-faceted experiences (those that have digital and analog aspects).* %9 It’s important to discuss feasibility (platform, budget, or team constraints to name a few) prior to presenting solutions to product. Don’t waste time discussing solutions that aren’t technically feasible E9 FOLLOW THROUGH! The handoff to product isn’t always where the work ends, especially with accessibility. It’s extremely necessary and important to follow up and ensure teams are implementing a11y tested solutions. Reflect Lessons Learned CVS Health, 2023 Case Study #2 Accessible LiveChat Experience My role Platform UX Accessibility Designe" UX Researcher Web 1 Back-end develope" 1 Front-end develope" 1 x User researche" 1 x Project manager 5 months Q2 2023 Who I worked with Project timeline Go Live Date Project Overview % After reviewing several weeks of Voice of Customer data from customers with disabilities, it became clear that CVS Health needed to invest in live chat experiences. % My team and I were pulled in January of 2023 to conduct research as well as create a functional, live proof of concept (PoC) that is accessible to all AT users. % The goal was to 1) get a feel for how disabled consumers felt about live chat experiences, 2) create documentation to support the creation of said accessible live chat experiences, and 3) build a live PoC to support the documentation. Background Setting the Stage Problem statement Project brief Customers with disabilities have requested the option to chat with customer support (instead of calling). How might we ensure that the chat features being developed are accessible to all CVS customers? Internal + External Evaluation Discovery - The first step was to understand what efforts were already underway at CVS, and to do some digging on any internal documentation that was still current3 - Some external research followed, to get a better feel for what accessible live chat experiences exist out in the market, including third party vendors/software. This is what shaped the research that was conducted later on.7 - At this point, it was clear that accessible chat experiences existed, however there was very little detailed documentation that existed around accessible live chat experiences, specifically around the semantics for each AT user (for example, it’s important for screen reader users to have proper heading levels for chat transcripts). Continued Discovery Through the Fable accessibility testing platform, I lead/ conducted over 20 moderated sessions with disabled consumers who utilize a variety of ATs.3 From creating consent statements to walking users through complicated and inaccessible live chat experiences, I learned a lot about what was needed in order to conduct research with disabled individuals. During these sessions I flexed and deepened my skills for facilitating and asking questions on the spot in order to capture what these disabled consumers needed to efficiently access live chat experiences. Research with Fable Define Participants interacted with existing live chat experiences from Walgreens, Slack, Apple, Salesforce, and Microsoft./ From our research sessions, it was evident that there were few live chat experiences that met most of our disabled customers’ needs, and that testing the soon to be functional PoC with all ATs was going to be more important than ever - simply because of how many levels and nested content end up inside of a chat window., The most important reminder from this research initiative was to really build rapport with participants. When interviewing disabled individuals, there may be sensitive information that is shared, so it’s important to really create a safe space so users feel comfortable sharing their true needs. Insights Gathered