Evaluating both usability and accessibility: the case of access@tour by action – a digital solution for accessible tourism

Abstract

Aim: Information systems can help improve accessible tourism conditions. During the development of accessible technology, a crucial phase is testing. Notwithstanding, usability testing methodologies often dismiss accessibility. To overcome this gap, this work contributes with an innovative mixed-method testing methodology that integrates accessibility and usability components in technology evaluation. The capabilities of this methodological process are demonstrated through testing the prototype of a mobile solution for accessible tourism – access@tour by action. Methods: Nine experts evaluated the platform and helped correct accessibility failures. Afterward, 78 end-users tested the prototype. The procedure includes a set of tasks to be performed in the prototype and a final questionnaire. This questionnaire was specifically created for accessibility markets and is itself a significant contribution. Results: Testing with experts helped improve the prototype’s accessibility before it reached end-users. The results with end-users are provided in two distinct ways. First, the task performance measures are presented, which showed overall good completion rates. Second, the results obtained from the questionnaires are disclosed. Overall, the platform was considered relevant, accessible, and easy to use. Still, some minor flaws were identified regarding interface connectivity, symbology, and reading sequence. Thus, improvements are suggested based on obtained feedback. Conclusion: The testing procedure was essential to gather input from a user point of view, ensuring the final version of the access@tour by action is accessible and, therefore, “usable”. This allowed for validating the methodological method, significantly contributing to future research on evaluating technology accessibility.