During a pandemic, making sure people can access services and information is vital. This is especially true for groups who might be harder to reach or disproportionately affected by coronavirus (COVID-19).
Our job in the Inclusive Design team at UK Health Security Agency (UKHSA) is to make sure that everyone gets the information and the support they need.
What we did
We prototyped content for the PCR ‘book a test’ journey and had users with cognitive disabilities and lower levels of literacy test the content.
We wanted to understand how well users in these groups would be able to complete an end-to-end journey on NHS.UK.
What is easy read?
Don’t let the name fool you. Easy read content is really tricky.
The first thing we noticed during our preliminary research was that lots of people had heard of easy read but weren’t always very sure of what it was.
So, to clear things up, easy read is used mainly by people with learning difficulties. It uses pictures and text to convey meaning.
Easy read means:
- wide margins
- images on the left
- larger text (14 to 16pt)
- bigger spaces between lines (1.5 spacing in a word processor for example)
- 1 idea per image
Because of this format, easy reads are almost always PDFs.
Prototyping and testing
Over 2 rounds we tested with 18 participants and their support people.
The first round focused on their experience during the pandemic so far, their familiarity with the testing process and their preferred way of getting information.
We used these early findings to inform a mock-up of some of the core content needed in the PCR testing journey. This included:
- booking a test
- home tests
- test sites
There was an HTML version that was text-only, and an easy read version that was arranged in PDF documents.
For logistical reasons, we decided not to include the transactional pages, where users actually book tests on GOV.UK.
Even without those pages, it was a massive amount of pretty nuanced information to convey. We tried to draw out the core pieces of information from the existing content on the NHS site.
As a content designer, testing something that you’ve designed with real users is simultaneously the most thrilling and terrifying thing you can do.
Some things went well, others not so much. Either way, we learned a lot.
What we found
Users’ needs are complex, give them options
- preferred having material that they could print out and discuss with their support person
- found easy read content really helpful, but others thought the images were patronising and preferred the HTML text-only content
- liked being able to look at things on a screen, but others who wanted to check things with a person, so would use the 119 service
Most users expressed a level of anxiety around visiting test sites, and indicated that video content showing what to expect at a test site would have helped.
We need to make sure that users have a range of accessible options to choose from.
Don’t hide the content
How users access these resources is also key. Users generally missed links on the homepage to the easy read content. They expected to have accessible options that sat alongside the mainstream content.
Having said that, it could also be useful for support people who want to print out the material, to have it grouped together.
There’s no reason that it couldn’t be arranged in both ways.
Also, knowing that many people in this group will have someone to support them, it makes sense to make the content easy to share.
Lessons for how we do easy read
What’s in a name?
We found that lots of users weren’t totally sure what to expect from easy read content. Also, what’s called easy read content is massively inconsistent.
If it doesn’t have all the hallmarks of easy read (images left-aligned, wide margins and larger text), don’t call it easy read.
It’s also really important to maintain a consistent style throughout all our easy read materials.
This is tricky because most of it is commissioned by individual teams.
It would be good to have a single point of contact for teams to give guidance and ensure standards are being met.
Don’t just do it, design it
It’s worth having a content designer look at the content before you send it off to be made into an easy read document.
The language and tone might need to change. The amount of information at each point might need to change.
Bear in mind that some people in this group find it hard to retain information or get anxious if presented with lots of information.
These things need to be designed. That’s why it’s important to have a content designer with you when you start to think about creating easy read content.
Lots of users said they liked having things they had to do set out in a step-by-step fashion, so it was easy to tell where they were in the process and what to do next.
Easy read it and understand it (and how long it takes)
Make sure your team understand what easy read is, who it’s for, and what you hope to achieve with it. This will help if you need to distil some of the information you’re conveying down to its essentials.
It’s also worth noting that easy read takes a long time to produce, so start with this content rather than leaving it as an after-thought once you’ve got your main content signed off.
Although it takes a long time to produce, having a content designer with you at the beginning will make this easier.
Ideally, you’d also test it with the users it’s intended for.
One of our biggest issues was there was no way of keeping the easy read formatting in HTML. This meant that we had lots of PDF documents.
While it was good to keep the formatting, it meant that users’ journeys were broken up between multiple documents. Screen readers sometimes struggle with PDFs. There were lots of technical struggles as users had to download things. Sometimes they just didn’t work.
What we think we’d like, in an ideal world, would be an HTML page that:
- supported easy read formatting
- was accessible to screen readers
- could form part of a journey
- was easy to print out
And there’s still loads we’d like to find out
We got some really good insights from both building the prototypes and showing them to users, but there’s still lots we’d like to find out more about, like:
- how can we use video content to help this group?
- would an HTML easy read template work?
- how can we make transactional content more accessible for users in these groups?
- how can we make content that’s easy to share?
- would users have been able to complete these journeys without the help of support people?
- how do users in these groups needs intersect with other needs (like having English as a second language)?
Resources we found helpful
Here’s a list of resources that helped us during the research:
- GOV.UK’s guide to easy read
- CHANGE guide on how to produce easy read
- DWP blog post on piloting easy read in HTML and the service that went live: Get help from Access to Work: easy read
If there’s anything we’ve missed feel free to stick it in the comments or get in touch with any questions.