helena wang

oRIGINAL dESIGN challenge

Through its Retail Accessibility Center of Excellence, how might TELUS enable customers with cognitive disabilities, to easily discover, purchase and use TELUS products and services?

Focused Design Challenge

How might we clearly articulate information regarding TELUS phones/plans to people with high functioning autism spectrum disorder?

The Goal

To help people with high functioning Autism to process Telus sale material easier.

MY ROLE

Our team consisted of a project manager, a data analysis, a researcher and a designer. I worked on this project as the product designer. I was responsible for user research, visual design, and branding design based on the user needs and the data we collected.

The dESIGN PROCESS

Ideating the focus

The Problem

TELUS presents its physical information materials regarding their phones and plans in a very cluttered and text heavy format. When sales reps explain details, they typically use complex language. When visual information is provided to the customer about a specific plan, a sales rep usually scribbles down some numbers and words onto a white piece of paper. Ultimately, when a person with Autism spectrum disorder does not understand (or is overwhelmed with) a set of information, they will make a choice simply to get out of the situation, or they will be unable to make a choice at all.

pROTOTYPE & uSERABILTY tESTING

The Solution:

To help the user process TELUS sales information and chose the best fitting phone/plan, our team proposes the use of TELUS Information Cards. These are individual 8.5” by 5.5” sheets of card stock that feature simplified information regarding a specific phone and/or plan on one side and more complex detailed information regarding the same phone/plan on the flip side. The simplified product information is presented using strategies that are proven to help people with high functioning ASD read and understand information.

These cards will be shown in-store to people who have ASD in order to help them comprehend which phones/plans are available and to help them make educated choices. For those who are accompanied by caretakers (or for those who can more easily comprehend complex language), a detailed summary of the particular phone/plan can be found on the back of the card.