Designing services with neurodiversity in mind.

TL;DR Designers need to consider Neurodivergents first when designing services because it makes the world better for everyone.

We are learning more as individuals about how our unique brains work, acknowledging the mechanisms that work for us and identifying tools that we find challenging. People have naturally created systems that work for them, and more and more of the population are realising their systems may have been created to support an unmet diagnosis of ADHD, autism, dyslexia and other sensory processing differences. So as designers, how do we work with this knowledge?

Start with diversity.

Neurodiversity is the recognition that people learn, think and process information in different ways. Neurotypical describes the majority way of thinking and behaving, while Neurodivergent is an umbrella term for those who don’t fit into that default pattern. We tend to know ADHD, Autism and Dyslexia as relatable types of neurodivergence, however, we have to remember other types of neuro-spicy should be catered to – Tourette’s, PTSD and Synesthesia to name a few. Exceptional Individuals has a great web page dedicated to the less common learning differences. Importantly, Neurodivergent isn’t a label for limitation. And it’s a debated term with personal and formal preferences for how it is used. It’s a recognition of the breadth of human cognition and experience. As designers, our responsibility is to move beyond the assumption that there’s a ‘standard’ brain to design for.

 

Rethink service touchpoints.

When we consider how services are experienced, we need to get curious about the variety of ways they can be perceived. For example, metaphors might land neatly with one person but cause confusion for another. Video content might be helpful for some, but others will prefer a transcript they can control at their own pace. Quirky historic references might delight some people, where others feel left out.

By offering multiple ways to access the same service, and without penalising anyone for their choice, we increase accessibility for everyone. That means someone filling out a paper form should receive the same timely outcome as someone who submitted theirs online. Equality of the outcome is just as important as equality of access.

There are a few ways we can do this:

Reduce the cognitive load.

As more services shift into digital environments, the demand on people to hold complex processes in their heads has only grown. However, purposeful service design reduces this burden by breaking down complex tasks into smaller, manageable actions.

Clear sequencing, concise instructions and timely reminders help users maintain momentum without feeling overwhelmed.

 

Provide certainty.

Certainty helps people feel grounded and in control. As my colleague Nick talks about in his article, ‘Design for neurodiversity: Beyond accessibility checklists,’ clear language supports positive experiences in both product design and service design.

Make sure the next step outlined is exactly as it happens. Regularly audit your process to ensure it matches. Provide clear timelines for those next steps to happen. Plain, literal and direct communication reduces misinterpretation and builds confidence. “Submit by Friday at 5pm” is clearer than “get it to us by end of week.”

 

Choice in engagement.

Choice is essential. As many people have, Neurodivergents create systems and ways of working that help them be effective. So as designers, we have to work out how the service we are designing interacts with someone’s existing systems and practices. One person may have a computer screen full of post-its, another person may use a ‘to-list’ and someone else may keep a digital diary but all options are viable means to track activities. A customer is going to choose to engagement channel that best fits with these existing practices.

Designing for neurodiversity means ensuring consistency across every channel. Whether online, over the phone, or face-to-face the experience should feel equally valid, valued, and timely.

 

Some examples of these points in action.

• Low stimuli shopping times are regularly scheduled at supermarkets like Coles.
• Social stories help people engage with new experiences, like those at Melbourne Airport.
• Consistent store layouts, like Bunnings, reduce the cognitive load of navigating through new spaces.

The value of lived experience.

No amount of theory can replace lived experience. To truly understand experiences, we need to design research that accommodates diverse ways of thinking and interacting. We actively seek out diversity in gender, location and age. And often have quotas to fill for each. Why not consider neurodiversity alongside these?

In addition, research shows that Neurotypicals often empathise well with each other, and Neurodivergents empathise strongly with each other, but when the two groups interact, empathy drops significantly. Known as the ‘Double Empathy Problem.’ The solution? Include Neurodivergents in the design process itself. A varied group of designers and testers ensures we build services with people rather than for them.

Once we are able to engage people, the research needs to be designed in a way to make it as seamless as possible. There are a few ways we can do this, that is accessible and non-confrontational.

That means:

• Being explicit with instructions to join an interview including directions if in person or sign-up steps when online.
• Take cues from the participant on the pace and tone for the interview, matching them where they are.
• Watching and listening for non-verbal signs of discomfort and being confident to end the interview even if the participant insists on continuing.
• Ask about the thinking process but acknowledge the participant may not feel confident responding.

Keep learning.

What we know about neurodiversity is constantly evolving. People are discovering their own neurodivergence later in life and our collective understanding of how brains work is still expanding.

“Neurodiversity may be the birthplace of some of humanity’s greatest minds.”

– Harvey Blume, journalist.

As a society, we’re becoming more willing to talk openly about thinking differently and design has a role in fuelling that positive fire. If you’d like to dig deeper into designing with neurodiversity in mind, here are some places to start:

• Yellow Ladybugs – an Australian organisation supporting autistic girls, women, and gender-diverse people.
• Embrace Autism – resources and research for better understanding autism.
• Previously mentioned Exceptional Individuals
• Intopia have a wide range or resources and courses to learn about digital accessibility.

 

Designing services for everyone.

Most systems and services have been designed for a narrow default. Service designers have the chance, and the responsibility, to shift this. By embracing neurodiversity, designers create experiences that work better for everyone and we help to build a society where difference is valued.

Actively seek out new learning opportunities. The neurodiverse community is visibly active online and in person. The resources available today are extraordinary. So jump in. Learn what you can and apply it to your service. To your research. But whatever you do, do so with curiosity.

Lastly, I had some help in writing this article. Huge thanks to Steph Vella for providing the guidance and thoughtful conversations that shaped this post.