Should the hardware manufacturers be required to provide fully configured hardware setups for their disabled customers when supplying them with new equipment?
Recently myself and a volunteer spent several hours over the phone assisting someone with a severe vision problem set up their new computer. They had reached out to us after several weeks of back-and-forth with both the manufacturer and the store where they bought the machine.
As the discussion on the phone went on it became very clear that nothing on the new machine had been configured for those with vision impairments. And I began to wonder, why the heck did the store who knew the customer from previous purchases sell them the machine without some basic configuration? One might argue that in the modern machine and with the diversity of disabilities that there is simply is no single configuration which would fit all persons in a particular category.Being physically disabled myself, I beg to differ.
Addressing just vision impairments for this discussion, to keep things somewhat simple, the store could have delivered the machine set to low resolution so that things looks of much larger on the screen, instead of allowing the computer to go to the highest resolution the monitor supported immediately upon plugging the initial startup. Which effectively made the machine absolutely useless to the customer. They couldn't see a thing on their monitor. Computers are very flexible and I would be astounded if there was no way to customize a few settings ahead of time. At the very least they could've provided the customer with a few avenues to get the machine properly set up.
To be clear, the volunteers and I will continue working with this person until we get things in order. But I find myself rather annoyed that technology companies, when that they produce computers or phones or indeed some other devices don't take the initial set up into account. Nor is it any good for a manufacturer to just put an "accessibility icon" in the corner of the startup screen… Because in this case the customer couldn't see it and probably wouldn't have recognized what it was even if it was within their visual range.
This isn't an isolated case either. I have seen it happen with, smart phones, smart TVs, and even some hardware specifically designed for people with disabilities. You would think that last group of product would be the exception. Nope. As a matter of fact it was a joystick, a $700 joystick, and it had the worst manual I have ever seen. Badly formatted and written in addition to being way too brief. My assumption in this case is that they assumed some technician would set it up for the client or customer and time. As a supplier of hardware one cannot assume that there will be a genius at the other end of the purchase chain to configure the device.
Now, we can't entirely blame the manufacturer and supplier. The customer must also take a good amount of responsibility. Unlike the general public, these devices are usually purchased to become an integral part of the person's daily routine and will be in use over a long period of time. I don't know the background in the above situation, but as a consumer you must take your time to fully review whether or not the device you are considering purchasing will actually work for you. This will mean, because I've done it personally myself,
- After tentatively picking a product, there will be a lot of discussion as to whether it will work for a given situation. This means really looking at, in detail, how the device will physically fit in the chosen final environment. This may mean arranging a loaner device to test out whether or not it will work as anticipated. Checking to see whether the buttons are reachable, whether the screen is too bright or too dark, whether the pointing devices are calibrated to the person's sensitivities. Expect to take quite a bit of time on this initial stage. If the supplier is not willing to provide the time, then it is a good indication that this is not the right supplier. Seek a company that is willing to put in the effort.
- No new device work exactly like the old familiar device, especially with technology. It will always change. Attention must be paid to in the case of a smart phone or computer aspects like: can some of the old software that is familiar be brought over to the new device. What replacements can be found for the items that cannot be brought over.
- Plan ahead for the new device to change in some fashion. With software always being updated there must be a contingency plan in place should something like a new user interface be implemented by the company during an update and thereby moving or altering the position of all the icons. This can happen all of a sudden so arrange for this eventuality. Consider if applicable installing on the new device a Remote Desktop application and arrange for a friend or someone equally trusted to have the ability to remotely connect to the device to make the interface usable again.
These are just some ideas and thoughts I had for today. You could call it my Wednesday morning a rant. Have a good day everyone and of course feel free to leave comments.
Patrick
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