designing Technology for

non-users
Dr Darren Reed, CUHTec, University of York
 designing for users
Inclusive Design: “...is a process that
results in inclusive products or
environments which can be used by
everyone regardless of age, gender or
disability”. (adapted from Shipley 2002)
Human-Computer Interaction (HCI):
• “barriers to use”

• “usability”

• “user-centred design”
 non-users
Type Description
“Resisters” never have used, and do not want to
use
“Rejecters” have use, but don’t want to use now
“Excluded” have never used because they have
been unable to use
“Expelled” once used, but now can’t get access
becasue of changing situation
Sally Wyatt (2003) “Non-`Users also Matter”.
Hackney Befriending Scheme
VOIP ++
NetNeighbours - University of York
 Concerns: Socially isolated; little social
Concerns: social agency and participation
contact; carrying heavy shopping;
(volunteering); form and time of reimbursement;
immobility; fear of change; flexible
ease of use (retailerÕsweb page)
payment methods; correct/complete
Capacities: computer proficiency;
order
communication skills;
Capacities: telephone user;
communication; product requirements

Concerns: Cost of service; profit;

liability; fraud; competition;
publicity;
Capacities: food stocks;
competitive prices

Concerns: risk to client and

volunteer; accounting and auditing;
staffing costs; training of volunteer;
avoiding client dependency;
accounting (matching order and
substituted goods) Concerns: Correct address;
Capacities: access to clients; correct delivery
organisation and administration; Capacities: mobility
professional knowledge

“SocioTechnical” design
 User to client-centred

• “mediated” technology but “unmediated”

benefit

• “directed” technology - e.g. social inclusion

• “intervention” technology - e.g. telehealth

• service support technology - e.g. patient records