# Nothing about us flying, without us: establishing a baseline for disabled travel through inclusive design research — Dr Chandra Harrison — session 2026-08-26T06:10:00.000Z → 2026-08-26T06:40:00.000Z

_427 transcript lines · 97 slides_

## Transcript

Like when they received this stuff, what does the person do with like the letters and stuff? It's just like I always keep them file them away. I always read them. This sort of thing. I said, can I see where you keep them? Because I find that really interesting. Like, where do you actually file them? And they were like, like in this drawer and they opened the drawer there was one opened letter from when they were first signed up in the customer. And then a whole pile of unopened envelopes. So they kept all of it but they hadn't opened anything since they'd become a customer. They'd been a customer for fifteen years and there was this drawer of annual statements still in their envelopes. So for all those people involved in crafting really, really carefully written communications to your customers, I offer that one for you for free. Alright. Coming up, our last talk of the day, I'm really excited about this one. So some of you will have noted Chandra asking some great questions at the back here and to keep the poll Chandra. Sorry. And she has been apologizing for those questions and I keep saying, no. No. These are awesome. And I think so. Right? Chandra's gonna finish this off with a great talk and then a subject that's dear to my heart. So please join me in welcoming Chandra to the stage. Thank you. Sure. Thanks very much. And before I get started, I just want to acknowledge the Gadigal peep people of the Yoro nation, the traditional custodian of the land on which we meet today, and pay my respects to elders past and present. Also wanna say thanks to the organizers for inviting me along. Yeah, I'm from across the rich. And we don't have much like this. At home. So it's really lovely to be here in a room full of researchers. Who actually love what they do. So thank you. Also want to thank all of the presenters that have gone before me. Being the last one, in the day can come with a couple of, issues. People wanna get out the door, catch the trains, or you know, get to the pub quicker, or whatever. But, as actually, I'm really pleased that I'm going last because it's fantastic to hear the, the level of expertise and the level of, interest and passion that's in the room. It's also kind of good because that means I can cover off and make sure I've got all the points covered. I also want to say, thanks to all of the amazing people who participate participated in my research, the research that I'm gonna talk to you about today. I think that when you're working with disabled people and people who have specific vulnerabilities, I think it's really important that we are aware that they're putting themselves in a situation that could be a little bit risky for them. And so it's one of my sorry, personal, things. This is around you know, their contribution isn't just a, a little card. You know, a a present card or something like that. They're giving up a lot of their own insight. They're sharing personal stories with you because when we start dealing with things like toileting and eating and medication, we're getting down into the nitty gritty of humanity, and it's really important. Sorry. Okay. So what are we here for? So, about two years ago, in New Zealand, our airline, one of the greatest in the world, I would say, basically came and said to a couple of disability organizations, we don't know enough about disabled travelers' experience. We need more data and more stories to convince the business that it's important for us to invest in it. What they basically were saying was, we need something that is disability lead and disability focused I'm so sorry. I was not picking. I think it's absolutely fabulous that you did the research. But what I do believe is that it's really vital that we actually weave accessibility and disability into the whole process. Not just have someone come along who may be able to help, or who gives you a little bit of guidance, for many years, I've been traveling the world doing, research, And from a cultural perspective, you would normally have a cultural adviser with you on the team. You would normally, we'll in New Zealand, if we're doing any research with Maori people, we actually have to have a Maori researcher on the team. It's not like we are are it's it's about community. It's about making sure that that is an authentic, lived experience, process. We were really lucky because, our sponsor and this is the amazing Ed Collier. And if you ever get an opportunity to read any of his stuff or, see him speak, he is fundamentally, the driving force behind accessibility and travel in New Zealand, but also worldwide. He himself is not disabled, but he does have lived experience of two children who have quite complex needs. You also have a researcher who has a variety of different, hidden disabilities, Some are a bit louder than others. We also need to make sure that our and travelers that we can get to know real quickly, and that we can get them to dig down as deep as they can. And also that the deliverables, that includes the survey, It includes the ethnography. It includes the communications We had to be very mindful that at every step of the process, we had to consider accessibility, right the way through. So, in New Zealand wanted us to look at the whole of their, life cycle. It's a bloody big mission. I loved that you were able to narrow your scope down to just the train travel, that's amazing. I wish that had been the case for us. But what we did was is is that we actually looked at just from them leaving their home that of the on the day of travel. We didn't look at the the discovery or any of the stuff beforehand, but it was still quite a big, you know, undertaking. They really wanted all of us They wanted they wanted from us. Was tools and stories to tell to show, to demonstrate, to gain champions. I love all of the stories, you know, everybody else from today. They basically wanted us to help them get buy in from the business, to be able to get more money to invest. In accessibility. Yep. We had a comms, strategy. And and what I'm gonna do is is that our methodology was, kind of three phased. We did a survey, to try and and gather, some quant, but also to help steer the questions that we wanted to have answered in the ethnographic research. We did some ethnographic research, with 12, people who have, a variety of different disabilities traveling from New Zealand to Australia, more about that in a minute. And we also did a, expert validation work end. But the first step was getting people to participate New Zealand's not that big. There's only about 5,000,000 people there. And if we go on the statistics of one in five or one in six that means we're less than a million people who have, access needs We also had to get people who had traveled within the last twelve months and were willing to participate in a in a survey that was you know, asking them fairly probing questions. What we, we partner with a couple of other agencies that deal with different aspects of accessibility. I'm a digital accessibility specialist. We also dealt with somebody who's built environment and somebody who's customer facing. What we did was is we put this out on all socials. Making sure that it was accessible as possible. We put it out to all of our networks. We put it out to all of the organizations, disability focused organizations. And we thought we'd get about 300 quality responses. I think that's probably no. It's a reasonable, you know, request, What happened was we got about 3,000 Now that there indicates that what number one, there's way more people who identify as having access needs than you might think. Number two, people who have needs wanna tell their story. Good, bad, and ugly. They wanna talk about it. They wanna tell you, and they want to have the opportunity to be heard, which I think is fantastic. Our survey, we had to be really mindful, of course, that the survey was as accessible as possible So we had to choose the platform wisely, we had to check it. And with screen readers, we had to do all of the good things you would do if you were doing this for, you know, anybody ever. We also had to provide other, alternate formats. Because budget was cut hugely, we weren't, privy to having an NCDSL interpreter, a New Zealand sign language interpreter available. To help with interviews, but we did record sessions and get them we also had, someone on the phone who was available to help work through people through the surveys. It was the only way that we could stand up to scrutiny. Right? We're an accessibility consultancy doing accessibility research. The research needs to be accessible. And I'm not able to go into too many of the details, just because, you know, New Zealand owns the the data. But if you have a look at some of these things, these are not, surprising. Right? And one of the biggest issues, the one that sits up right top there is standing and queuing is hard. Getting through security is hard. Getting special assistance is hard. One of the other ones is feeling overwhelmed by the noise, the smell, the people. I don't know about you, but going through Judy Free is not my favorite thing to do when I fly. Certainly not if I've just come off a long haul flight. Or if I'm heading onto a long haul flight, the smells, the noise, the lights, and everything else can be quite overwhelming. And what we did know is that, the ethnographic sorry, the survey did really help us inform the ethnographic research, We knew there were parts that were gonna be difficult. So what we tried to do we created, a diary, I suppose. We created a diary that was based basically at various different moments through their journey, we call them their access moments. So from the survey data, we had identified when there were going to be issues So we asked them to fill in that fill in that, diary study after that point. Right? So for example, we knew that, security is one of the biggest issues. Don't know about you, but it's mine. So what we said was don't, like, we we were we, sorry. We did a briefing session with them beforehand and took them through all of the questions we were going to ask, and basically said, once you are through security and have yourself together, then answer this question. Okay? So we weren't trying to get them to do anything at the point where they would be the most stressed. Thanks to the survey data. What I would say is also this diary itself had to be, again, fully accessible, we had to use plain English sorry, plain language Not plain English, plain language. We had to use questions that were as simple as possible for the very wide variety of people that we had. We were using pictograms from, New Zealand's design wheel as much as we could to make it as easy as possible. And the flexibility was really important. So for example, our NZSL sign language, participant was not really comfortable writing in English. So instead, what she did was, she got asked to just write the questions, and she then, did videos. As she went of NZSL, and then we got them translated later. Now you guys mentioned the logistics. Oh my goodness. So the logistics, of trying to organize 12 disabled people, two of whom need support people, three interviewers, six departure points, three destinations, COVID, insurance, transfers, and preferences. Yep. That wasn't my wedding. That was at least six people's weddings, I think. And, Nick time I'm doing this, I'm getting a a DevOps sorry, research ops person, then to help. One of the big things was is this that we had to build in a whole lot of stuff, like insurance. And the insurance isn't just tick the box, away you go. We're talking about people with complex accessibility needs and complex medical needs. One of our, travelers, for example, has to actually always She can't actually fill in a normal insurance travel insurance form. She has, like, documents like, for Christmas, that come through from her specialists and her GPs. We did have to do that. Yep. And, then we had all of the ducks in a row, and I got COVID. And so the bonus was we were working for an airline, rescheduling all the flights was not a big deal. Actually, because we had staggered all of the the travel, actually, what we did was we took all of the stuff at the beginning and just moved it to the end. Leaving the middle bit as, as much as we could. Obviously, when you're working with, a vulnerable population, having COVID not a good idea. And, you know, we had to be really careful and really sure that I was free of, of symptoms and everything before I was allowed or before I would, agree to doing it. Okay. So, our participants. Now, I've heard a couple of different, you know, takes on this, over the last, day, which I think is really important. I think the first thing that I would say is is is that the quality of the data is what I would say the most important thing in a study like this. You do not get the chance to do this very often. You were talking about how hard it was to get the the business buy in. Right? You don't get this, research jobs very often. So you have to know that the data that you're gonna get is gonna be robust. And reliable, and it's gonna be complete and then it's gonna be deep as you can possibly get it. So we also have to be careful that we're not getting just the sanitized, disability organization, political, we're talking on behalf of all disabled people. We don't want that either. What we went for is we actually drew a upon our combined there was the three organizations. Our combined networks, to be to be able to find people. So our participants came from so, my company actually has what we call the access panel. So it's about 300 people. Across New Zealand. We also have connections here as well, but that's another story. So we drew upon our access panel. We worked with some of the community groups, we worked with friends, for sure, absolutely. Relatives, and our staff members. That's because this guy over here happens to be, one of my research not one of my researchers, Sorry. One of our advisers. This is Julius. He's blind and perfect because not only is he blind, he's following he's traveling on a international, passport, and he has not done any international travel on his own. So it was a really big step. Now, people, in New Zealand were a little bit hesitant, when we sort of said, hey, listen. We know these people, and we trust that these people are the right people for us to take. It took us, several discussions to convince them that the quality of the data was more important than whether or not this was a random person that we picked out of, you know, a lineup. We needed to make sure that the person that we were trusting to represent, NZSL users was our articulate enough, even so in n zed cell, and respected enough in the, deaf community in New Zealand, which is small, and wasn't gonna pull any political b s and so there was a lot of discussion around who would we would take. So it was not done, lightly. But it was done, yeah, pretty pretty carefully. What I would say is is that, this is, this is some of the travelers. Yes. We did manage to get some of them together in a room. I'm in the I'm the second from the whatever this is. So we've got Kylie, sitting in her power wheelchair. Kylie is the one with all of the complex, medical issues. So she has a variety of different issues. Which means she can walk, but actually if she does she'll probably dislocate, her legs. So she is able to do some things, but not others. She also has, a variety of different, stoma in her belly, which means that she basically excuse me. Has a, an octopus thing that flops out of her belly, where she puts in all of her medication. You know, when she needs it. Then we have Mike behind her, who just so happens to be her beloved. He also happens to be on the autistic spectrum. But he was there as a supporter, not as a participant. However, trust me, he provided his, input as well. I'd mentioned Julius, there's me. You may have already guessed one of my disabilities may be that I'm a bit ADHD. Which fundamentally means I'm looking for all sorts of stuff all of the time. I I I can't stop. And that's wonderful and very very beautiful human, is my dad. He's 82. He's diabetic. He's asthmatic. He has, a variety of other, chronic illnesses, which means he can only walk pretty much from here to the toilets and back, and that's about it. He has no skin conduct he is a diabetic, he's insulin dependent, so his food timing is important. I will tell you, we did have a lot of fun. All of us, any every one of the team that, participated had a lot of fun. But it was hard work. As I mentioned, we did the ethnographic survey, then we did the ethnographic research Now, all of the participants were amazing. But some did need a little bit more support than others. So So this is Neville and Erika. So Neville has Down syndrome, and Erika went to school with Neville. And I know Erica and I knew that she knew Neville. And it was kinda like, we have to find someone who has an intellectual disability who also has a carer that they know and trust that can come on board and do this with them in a way that's gonna be useful for the client. Right? Now this was amazing. Neville just absolutely loved it. They went over you know, she did business meetings. She took him to restaurants. He thought this was fabulous. Ran me up the other day and said, can I come and do another piece of research for you? I'm sorry, Neville. Not not this year. Maybe when I get another contract. Okay. What I would say is we encouraged our participants to provide their feedback in whatever way they wanted. And, sorry, there's three photos here. One of Kylie's power chair with the label sticking off of it. One of Kylie in bed or hooked up to her trips pre, travel, and one with Kylie tikki touring around the airport. What I would say is that including and choosing someone who happens to be an expert vlogger actually was amazing. The level of, openness and the level of I don't know, detail that she was prepared to share was huge. And what I would say is is is that, if you watch any one of her videos, she she is online. It's Kylie with k y l e e, Black. She's amazing and she's so open about all of her trials and tribulations. But having those videos, they're like gold for the client. Right? They're they're they're things that you would never ever be able to get from some random human that you pick up out of a lineup. She and I know each other very well, and, you know, we hung out as you could tell. We went out drinking and having a meal after the research was finished. Okay. Now, I did mention that NZSL, does pose some additional complexities and certainly budget Sign language interpreters are bloody expensive. So we didn't have a sign language interpreter, accompany us What we did was, Victoria was very capable in actually recording all of her, interviews. So the basic plan was we do, a an interview before they fly. They basically document the whole process, and then we do another video another, interview once they've landed. Now in some cases, that was once they've landed and got themselves settled I'm not stressing out. A person with Down syndrome who is tired and grumpy ever again. That's not gonna happen ever again. And we also had things like, this is Corin. And Corin is, one of New Zealand's very vocal disability advocates. She's a quad amputee. Right? Both legs, both arms And and when she says that she needs, to sit in business class, the answer is yes. And that's because if you think about those great prosthetics, they're big, they're bulky, and they do not fit in cattle class. So when she's saying that, that's not a want, that's a need. Now that was one thing that I was unaware of, going into this, but it was one that we absolutely, you know, embraced. I think also that knowing and understanding the participants needs are really important and really vital. So, as I mentioned, my dad's diabetic. This photo is my dad, comfy in his chair, holding on to a glass of red wine. So we were one of the lucky few who had to transfer, flights from a domestic airport to, Auckland. And unfortunately, because of the process, we didn't make it for food in the lounge beforehand. We didn't make it at the lounge in Auckland, And by the time that we got on the plane, dad's blood sugars were dropping really bad, and he should've eaten an hour beforehand. And there was all of the weight around and all of the, excuse me, BS that goes on. Kylie has this wonderful phrase, hurry up and wait. So for dad, I knew that as soon as we got on that plane, I had to get him food no matter what. Now, the, flight to and What a red wine help. And he goes, yes, please. So all that was, we needed to get him sugars. That's all we needed to do. The other thing is is that the poor old bugger during the, whole process, there is a lot of standing around and wait or sitting around and waiting. Hurry up and waiting. We waited for far too long in so many places, and I think that that's that was one of the overarching things. Not always something that Air New Zealand or any airline can, fix, but, definitely one of the findings. I think the big thing for me is each person's pain point and all of the key insights were so huge. We got so many of those insights Accessible car parks. They're usually miles away. From the check-in. It's usually the valet ones that are closest. The walk from the the the gate to the no. From wherever. From the wherever to the gate can often be the big, step. And also, navigating stairs. I have a habit of falling over and breaking myself, and actually walking up those stairs terrifies me. Even though I'm a perfectly sane human being. I I really struggle, from a, you know, from a worry perspective. What I would say is is that the wait. Yes. This one. One of the biggest things and the thing that I will always take away from this is is that the human stories were the most important. Mike, thank you, Mike and Kylie are a couple. They're on a they're on a a flight to you know, the to to to Melbourne. They're still a couple, despite the fact that they have disabilities and medical issues and whatever else they're a couple. They need to be able to experience those things together. And they need to be respected as a couple, as well as individuals. And what I would say is Kylie made this amazing, statement during the interview straight after their flight she said, we don't get to travel together too often because I'm not usually well enough. But this is an opportunity of a lifetime for me and Mike to hang out together and all I want to do is share a meal and a glass of wine with him on the flight. There's not too much to ask. That's the experience of flying with your loved one on a on a weekend away. Now, we should be thinking not just about, you know, whether or not the, I don't know, the signage isn't big enough but we need to be thinking about the the human bit of it as well. The middle photo there is Kylie, in a hoist. So, it's basically like a big pulley thing so she it has to be the the the seat goes under her body while she's sitting in her chair, then she's lift that they basically navigate down the aisle. The issue here is that for Kylie, she's done this a 100 times. But the staff that were there at the gate had not And she was telling them what they needed to do. And from that perspective, the humanity of what she was doing, I love your point. Right? It's not up to the participant, to be telling people the experts what to do. I would say, Kylie, probably has helped, New Zealand see a whole lot of things that they didn't realize. Anyway, this is Dan and, the doggy is Ezra. Ezra has the most amazing bark. He is so amazing. It is ridiculous. Anyway, Dan was our low vision participant. Now Dan is a guide dog handler, which means he's used to having Ezra guide him places. He's used to having Ezra with him. He travels with Ezra if he goes across to Australia. But if someone gets COVID and you have to reschedule, their flights they that can't be done at short notice. So as a business traveler, he's actually he was told I'm sorry, you cannot take your guide dog with you. Even though the guide dog has all of the right documentation to come to Australia and back again and whatever, and Ezra is legally entitled to be on that plane he was told no. What happened was poor old Dan, who is used to having his dog take the lead, had to wait around around, and at one point, he said, I felt like a piece of baggage. Because, the people that were, nominated to lead him places, just treated him as if he could just wait over there, nobody talk to him. He said he basically ended up hanging out with most of the baggage handlers for most of the trip. That's not a flight experience. As we saw in the, in the, survey, security was one of the biggest pain points for everybody

## Slides

### 00:00:10

# Lived Experience
## Accessible Travel Baseline
August 2026

### 00:00:31

# Lived Experience
## Accessible Travel Baseline
August 2023

Access

### 00:00:48

# Lived Experience
## Accessible Travel Baseline
August 2020

### 00:00:51

# Lived Experience
## Accessible Travel Baseline
August 2020

### 00:01:13

# Lived Experience
## Accessible Travel Baseline

August 2026

UX AUSTRALIA | WEB DIRECTIONS
DESIGN RESEARCH

Access Panel

### 00:01:34

# Lived Experience Accessible Travel Baseline
August 2026

### 00:01:49

# Lived Experience
## Accessible Travel Baseline

August 2026

[Logo for Access Panel]

### 00:02:10

# Lived Experience Accessible Travel Baseline
August 2026
Access Panel

### 00:02:35

# Lived Experience Accessible Travel Baseline
August 2026

### 00:02:47

# Lived Experience Accessible Travel Baseline
August 2026

UX AUSTRALIA | WEB DIRECTIONS
## DESIGN RESEARCH
[Logo for Access Panel]

### 00:03:09

## DESIGN RESEARCH
> We don't know enough about disabled travellers' experience - need data and stories to convince the business that it is important

### 00:03:30

# DESIGN RESEARCH
> We don't know enough about disabled travellers' experience - need data and stories to convince the business that it is important

### 00:03:49

# DESIGN RESEARCH
> We don't know enough about disabled travellers' experience - need data and stories to convince the business that it is important

### 00:03:50

# DESIGN RESEARCH
> We don't know enough about disabled travellers' experience - need data and stories to convince the business that it is important

### 00:04:11

# UX AUSTRALIA | WEB DIRECTIONS
## DESIGN RESEARCH

> We don't know enough about disabled travellers' experience - need data and stories to convince the business that it is important

### 00:04:32

# DESIGN RESEARCH
## UX AUSTRALIA | WEB DIRECTIONS

> We don't know enough about disabled travellers' experience - need data and stories to convince the business that it is important

### 00:04:47

Sponsor, researcher, participants and deliverables involved lived experience
[Photograph of two people smiling at the camera, with a conference or exhibition hall in the background]

### 00:05:08

Sponsor, researcher, participants and deliverables involved lived experience
[A selfie photo of two smiling people, a woman in the foreground and a man behind her, with an event space in the background.]

### 00:05:31

# UX AUSTRALIA | WEB DIRECTIONS
## DESIGN RESEARCH

Sponsor, researcher, participants and deliverables involved lived experience

[Photograph of two people smiling at the camera, with a conference or exhibition hall in the background]

### 00:05:48

# Looking at the journey from travelling to the airport
[Circular diagram illustrating 15 steps of a journey to the airport, with an airplane icon in the center. Steps include icons for thinking about travel, packing, checking in, security, waiting, and various modes of transport.]

### 00:05:51

# Looking at the journey from travelling to the airport
[Circular diagram illustrating 15 steps of a journey to the airport, with an airplane icon in the center. Steps include icons for thinking about travel, packing, checking in, security, waiting, and various modes of transport.]

### 00:06:14

# DESIGN RESEARCH
## Looking at the journey from travelling to the airport

[Circular diagram with an airplane icon in the center, surrounded by 15 numbered segments, each containing an icon representing a step in the airport travel journey, such as planning, packing, transport, check-in, security, waiting, and flying.]

### 00:06:36

### Looking at the journey from travelling to the airport

[Circular diagram illustrating 15 steps of a travel journey, with an airplane icon in the center, depicting activities from planning to arrival at destination.]

### 00:06:48

# Share your accessible flying experiences with Air New Zealand.

- New Zealand Disability Employers' Network
- Access Advisors
- Jones Consultancy

Research had to be accessible

[Accessibility icon showing a person with outstretched arms within a circle]

### 00:07:10

# UX AUSTRALIA | WEB DIRECTIONS
## DESIGN RESEARCH

### Share your accessible flying experiences with Air New Zealand.

Research had to be accessible

[Accessibility icon (person in a circle)]

### 00:07:34

# Share your accessible flying experiences with Air New Zealand.
## Research had to be accessible

[Accessibility icon (person with outstretched arms in a circle)]
[Logos for New Zealand Disability Employers' Network, Access Advisors, and Jones Consultancy]

### 00:07:48

# Share your accessible flying experiences with Air New Zealand.
### Research had to be accessible

[International Symbol of Access icon]
[Logos for New Zealand Disability Employers' Network, Access Advisors, and Jones Consultancy]

### 00:07:54

# UX AUSTRALIA | WEB DIRECTIONS
## DESIGN RESEARCH

### Share your accessible flying experiences with Air New Zealand.

Research had to be accessible

[International symbol of access (person in a circle)]
[Logos for New Zealand Disability Employers' Network, Access Advisors, and Jones Consultancy]

### 00:08:18

# Share your accessible flying experiences with Air New Zealand.

Research had to be accessible

- New Zealand Disability Employers' Network
- Access Advisors
- Jones Consultancy

[Universal access symbol]
[Logos for New Zealand Disability Employers' Network, Access Advisors, and Jones Consultancy]

### 00:08:42

# Accessible Air Travel
## Which if any of these aspects do you struggle with when you
### Answer Choices
- None of the above
- Finding where to check in
- **Checking in**
- **Getting special assistance**
- **Getting through security**
- Reading the arrivals and departure boards
- Finding the right place to wait for the plane
- Reading details on my boarding pass
- Holding my boarding pass for scanning/reading by staff
- **Getting to the plane from the lounge**

Survey response was fabulous - ~3000

### 00:09:04

# Accessible Air Travel
## Which if any of these aspects do you struggle with when you
### Answer Choices
- None of the above
- Finding where to check in
- **Checking in**
- **Getting special assistance**
- **Getting through security**
- Reading the arrivals and departure boards
- Finding the right place to wait for the plane
- Reading details on my boarding pass
- Holding my boarding pass for scanning/reading by staff
- **Getting to the plane from the lounge**

Survey response was fabulous - ~3000

### 00:09:26

# Accessible Air Travel
## Which if any of these aspects do you struggle with when you
Answer Choices
- None of the above
- Finding where to check in
- **Checking in**
- **Getting special assistance**
- **Getting through security**
- Reading the arrivals and departure boards
- Finding the right place to wait for the plane
- Reading details on my boarding pass
- Holding my boarding pass for scanning/reading by staff
- **Getting to the plane from the lounge**

Survey response was fabulous - ~3000

### 00:09:47

# Accessible Air Travel
## Which if any of these aspects do you struggle with when you
### Answer Choices
- None of the above
- Finding where to check in
- **Checking in**
- **Getting special assistance**
- **Getting through security**
- Reading the arrivals and departure boards
- Finding the right place to wait for the plane
- Reading details on my boarding pass
- Holding my boarding pass for scanning/reading by staff
- **Getting to the plane from the lounge**

Survey response was fabulous - ~3000

### 00:10:09

# DESIGN RESEARCH

## Which if any of these aspects do you struggle with when you fly?

Results helped inform the ethnographic research

[Bar chart showing survey results on aspects people struggle with when flying, with categories like "Getting through security", "Standing and queuing", "Feeling overwhelmed by...", and "Getting special assistance" showing higher percentages.]

### 00:10:32

# DESIGN RESEARCH
## Which if any of these aspects do you struggle with when you fly?

Results helped inform the ethnographic research

[Bar chart showing percentages of people struggling with various aspects of flying. The highest percentages are for 'Standing and queuing' (~43%), 'Getting through security' (~39%), and 'Feeling overwhelmed by...' (~35%). Other significant struggles include 'Getting special assistance' (~29%), 'Feeling anxious about flying' (~28%), 'Checking in' (~22%), 'Communicating what I need...' (~

### 00:10:47

# Which if any of these aspects do you struggle with when you fly?

- None of the above (~7%)
- Finding where to check in (~14%)
- Checking

### 00:11:11

# Activity 2: 'Access Moments' - Going to Australia

## Step 1 - As you travel to the airport
Take a breath. Tell us about any emails you've

### 00:11:37

## Activity 2: 'Access Moments' - Going to Australia

### Step 1 - As you travel to the airport

Take a breath. Tell us about any emails you've had

### 00:12:04

# Activity 2: 'Access Moments' - Going to Australia

### Step 1 - As you travel to the airport

Take a breath. Tell us about any emails you've had from Air

### 00:12:28

# DESIGN RESEARCH

## Activity 2: 'Access Moments' - Going to Australia

### Step 1 - As you travel to the airport
Take a breath. Tell us about any emails you'

### 00:12:47

## Activity 2: 'Access Moments' - Going to Australia

### Step 1 - As you travel to the airport

Take a breath. Tell us about any emails you've had from Air

### 00:12:52

# Activity 2: 'Access Moments' - Going to Australia

## Step 1 - As you travel to the airport

Take a breath. Tell us about any emails you've had

### 00:13:16

# DESIGN RESEARCH
## UX AUSTRALIA | WEB DIRECTIONS

### Ethnographic logistics were complex – Research ops was huge

[Map of Australia and New Zealand with red dots indicating cities and yellow lines connecting them, showing travel routes]
[Screenshot of a flight information display showing details for a flight from Melbourne to Christchurch, including time to destination, local times, altitude, and ground speed]
[Photo of a positive COVID-19 rapid antigen test showing two red lines, one at C (control) and one at T (test)]

### 00:13:40

### Ethnographic logistics were complex – Research ops was huge

[Map of Australia and New Zealand with red dots indicating locations and yellow lines connecting them, suggesting travel routes]
[Screenshot of a flight tracking display showing a flight from Melbourne to Christchurch, flight number NZ 214, with details like time to destination, altitude, and ground speed]
[Photo of a positive COVID-19 rapid antigen test showing two red lines]

### 00:13:45

### Ethnographic logistics were complex – Research ops was huge
[Map of Australia and New Zealand with red dots marking locations and yellow lines indicating travel routes]
[Screenshot of an in-flight entertainment system displaying flight details from Melbourne to Christchurch]
[Photo of a positive COVID-19 rapid antigen test]

### 00:14:07

### Ethnographic logistics were complex – Research ops was huge
[Map of Australia and New Zealand with red dots indicating locations and yellow lines showing connections between them]
[Screenshot of a flight tracking app showing

### 00:14:32

# DESIGN RESEARCH
## Ethnographic logistics were complex – Research ops was huge

[Map of Australia and New Zealand with red dots indicating locations and yellow lines showing connections between them]
[Screenshot of a flight tracking app showing a flight from Melbourne to Christchurch, displaying flight number NZ 214, time to destination, local time at origin and destination, altitude, and ground speed]
[Image of a positive COVID-19 rapid antigen test with two red lines]

### 00:14:49

Our participants came from our Access Panel, community groups, friends, relatives, staff
[Collage of two photos: one of a man with a walking stick in an airport waiting area, and another of a group selfie of four people smiling in front of a large building.]

### 00:14:52

Our participants came from our Access Panel, community groups, friends, relatives, staff
[Collage of two photos: one of a man with a walking stick in an airport waiting area, and another of a group selfie of four people smiling in front of a large building.]

### 00:15:17

Our participants came from our Access Panel, community groups, friends, relatives, staff

[Photos of diverse individuals and groups, including a man in an airport and a group selfie in front of a building]

### 00:15:39

## UX AUSTRALIA | WEB DIRECTIONS
# DESIGN RESEARCH
Our participants came from our Access Panel, community groups, friends, relatives, staff

[Collage of four photos: a person sitting

### 00:15:46

## UX AUSTRALIA | WEB DIRECTIONS
# DESIGN RESEARCH
Our participants came from our Access Panel, community groups, friends, relatives, staff

[Collage of four photos: a person sitting

### 00:16:10

# DESIGN RESEARCH
UX AUSTRALIA | WEB DIRECTIONS

Our participants came from our Access Panel, community groups, friends, relatives, staff

[Collage of two photos: one of a person sitting in an airport waiting area, and another group selfie of four people in front of a large building.]

### 00:16:31

Our participants came from our Access Panel, community groups, friends, relatives, staff
[Collage of five photos showing diverse individuals, including a person in an airport waiting area and a group selfie in front of a large building.]

### 00:16:48

Our participants came from our Access Panel, community groups, friends, relatives, staff
[Collage of photos showing diverse individuals and groups, including a person in an airport waiting area and a group selfie in front of a large building.]

### 00:16:51

Our participants came from our Access Panel, community groups, friends, relatives, staff

[Collage of two photos: one of a person sitting in an airport waiting area, and another selfie of four people smiling in front of a large building.]

### 00:17:13

# DESIGN RESEARCH
UX AUSTRALIA | WEB DIRECTIONS

Our participants came from our Access Panel, community groups, friends, relatives, staff

[Collage of photos showing diverse individuals, including one person in an airport waiting area, and a group selfie in front of a large building.]

### 00:17:38

# DESIGN RESEARCH
Our participants came from our Access Panel, community groups, friends, relatives, staff

[Photo of a man sitting in an airport waiting area]
[Group photo of four smiling people in front of a large building]

### 00:18:02

Inclusive ethnographic research in practice should include a disabled member in the team – ideally as the lead
[Group photo of five people, including a woman in a wheelchair, in a restaurant setting]

### 00:18:24

# DESIGN RESEARCH
## UX AUSTRALIA | WEB DIRECTIONS

Inclusive ethnographic research in practice should include a disabled member in the team – ideally as the lead

[Photograph of five people, including a woman in a wheelchair, smiling in a restaurant or bar setting]

### 00:18:47

# DESIGN RESEARCH
Inclusive ethnographic research in practice should include a disabled member in the team – ideally as the lead

[Photograph of five people, some with disabilities, smiling in a restaurant or bar setting]

### 00:19:12

# DESIGN RESEARCH
## UX AUSTRALIA | WEB DIRECTIONS
Inclusive ethnographic research in practice should include a disabled member in the team – ideally as the lead

[Photograph of five people, including a woman in a wheelchair, standing in a restaurant or bar]

### 00:19:34

# DESIGN RESEARCH
UX AUSTRALIA | WEB DIRECTIONS

Inclusive ethnographic research in practice should include a disabled member in the team – ideally as the lead

[Group photo of five people, including one in a wheelchair, in a restaurant or bar setting]

### 00:19:47

All the participants were amazing – some needed a little extra support
[Two photos: one of a man and a woman smiling in front of large "MELBOURNE" letters, and another of a person wearing headphones drawing on a pad on an airplane.]

### 00:20:09

All the participants were amazing – some needed a little extra support
[Two photos: one of a man and a woman smiling in front of large 'MELBOURNE' letters, and another of a person wearing headphones drawing on a plane.]

### 00:20:33

### All the participants were amazing – some needed a little extra support
[Photo of a man and a woman smiling for a selfie in front of large "MELBOURNE" letters]
[Photo of a man wearing headphones, sitting on an airplane, writing in a notebook]

### 00:20:48

Including an expert vlogger provided huge value
> In Auckland and all set up for Melbourne tomorrow! #countdown

[Three images: a close-up of a wheelchair with a luggage tag, a person smiling in bed with medical tubing, and a person in a wheelchair using a phone with luggage attached.]

### 00:20:53

### Including an expert vlogger provided huge value
> In Auckland and all set up for Melbourne tomorrow! #countdown

[Image of a wheelchair with a luggage tag attached]
[Image of a person lying in bed, smiling, with medical tubing]
[Image of a person in a wheelchair taking a photo with a phone, with luggage attached to the chair]

### 00:21:14

### Including an expert vlogger provided huge value
> In Auckland and all set up for Melbourne tomorrow! #countdown
[Three photos: a close-up of a wheelchair with luggage tags; a person smiling in bed with medical tubing; the same person in a wheelchair looking at a phone, with luggage attached.]

### 00:21:38

# DESIGN RESEARCH
UX AUSTRALIA | WEB DIRECTIONS

Including an expert vlogger provided huge value

> In Auckland and all set up for Melbourne tomorrow! #countdown

[Three photos: a close-up of a wheelchair with luggage tags; a person smiling in bed with medical tubing; a person in a wheelchair holding a phone, with luggage, in an airport setting.]

### 00:22:02

### Including an expert vlogger provided huge value
> In Auckland and all set up for Melbourne tomorrow! #countdown

[Image of a wheelchair with luggage tags attached]
[Image of a woman smiling while lying in bed with medical tubes]
[Image of a woman in a wheelchair holding a phone, with luggage attached to the chair]

### 00:22:24

# DESIGN RESEARCH
## UX AUSTRALIA | WEB DIRECTIONS

NZSL posed some additional complexities
Quad amputees NEED an upgrade

[Selfie of a woman showing her hand, with a self-service kiosk in the background]
[Two women smiling at a conference booth for New Zealand Health Group]

### 00:22:46

# DESIGN RESEARCH
NZSL posed some additional complexities
Quad amputees NEED an upgrade

[Selfie of a woman showing her hand with a ring, with a self-service kiosk in the background]
[Two women smiling and posing in a conference hall]

### 00:23:08

# DESIGN RESEARCH
UX AUSTRALIA | WEB DIRECTIONS

NZSL posed some additional complexities

Quad amputees NEED an upgrade

[Photograph of a woman's face and hand, with a self-service kiosk in the background]
[Photograph of two women smiling, standing in a conference hall with exhibition booths in the background]

### 00:23:31

NZSL posed some additional complexities
Quad amputees NEED an upgrade

[Selfie of a woman showing her hand with a ring, with a self-service kiosk in the background]
[Two women

### 00:23:46

# UX AUSTRALIA | WEB DIRECTIONS
## DESIGN RESEARCH

Knowing and understanding the participants needs can become vital

[Image of an older man in an airplane seat, looking at an in-flight entertainment screen]
[Image of an older man in a wheelchair outside an airport terminal]

### 00:24:07

# DESIGN RESEARCH
Knowing and understanding the participants needs can become vital

[Image of a man in an airplane seat, looking at an in-flight entertainment screen]
[Image of a man in a wheelchair outside an airport terminal, with luggage nearby]

### 00:24:28

# DESIGN RESEARCH
UX AUSTRALIA | WEB DIRECTIONS

Knowing and understanding the participants needs can become vital

[Photograph of a man in an airplane seat looking at an in-flight entertainment screen]
[Photograph of a man in a wheelchair outside an airport building]

### 00:24:47

### Knowing and understanding the participants needs can become vital
[Photograph of a person in an airplane seat looking at an in-flight entertainment screen]
[Photograph of a person in a wheelchair outside an airport terminal]

### 00:24:49

## Knowing and understanding the participants needs can become vital

[Photo of an older man in an airplane seat, looking at something on his tray table, with in-flight entertainment screens visible in the background.]
[Photo of an older man sitting in a black wheelchair outdoors, possibly at an airport, with a glass building and other people in the background.]

### 00:25:12

Knowing and understanding the participants needs can become vital
[Image of an older man in an airplane seat, looking at an in-flight entertainment screen]
[Image of an older man in a wheelchair outside an airport terminal]

### 00:25:34

# DESIGN RESEARCH
## UX AUSTRALIA | WEB DIRECTIONS

There were so many pain points and insights

[Image of an outdoor airport walkway with cars and a control tower]
[Image of an indoor airport jet bridge with carpet and windows]
[Image of people boarding an Air New Zealand plane on the tarmac]

### 00:25:47

# DESIGN RESEARCH
- There were so many pain points and insights

[Three images: an outdoor airport walkway with cars, an indoor airport jet bridge, and people boarding an Air New Zealand plane.]

### 00:25:54

# DESIGN RESEARCH
- There were so many pain points and insights

[Three images: an outdoor airport walkway with cars, an indoor airport jet bridge, and people boarding an Air New Zealand plane.]

### 00:26:18

# DESIGN RESEARCH
UX AUSTRALIA | WEB DIRECTIONS
## The human stories were the most important

[Photo of a person in a black cap hugging a woman with glasses inside an airplane cabin]
[Photo of a person being transferred into an airplane seat using a specialized blue and white transfer chair]
[Photo of a man in an orange vest and jeans standing with a black guide dog on a path next to a lake]

### 00:26:43

### The human stories were the most important
[Photo of a person in a black cap hugging a woman with glasses in an airplane seat]
[Photo of a person being transferred from an airplane seat using a specialized blue and white transfer chair]
[Photo of a man in an orange vest and jeans standing with a black dog on a leash by a lake]

### 00:26:46

# DESIGN RESEARCH
UX AUSTRALIA | WEB DIRECTIONS

The human stories were the most important

[Photo of a person in a black cap hugging a woman with glasses inside an airplane cabin]
[Photo of a person being transferred from a wheelchair-like device into an airplane seat]
[Photo of a man in an orange vest and jeans standing with a black dog on a leash by a lake]

### 00:27:07

# DESIGN RESEARCH
### UX AUSTRALIA | WEB DIRECTIONS

The human stories were the most important

[Photo of a person in an airplane seat, smiling at the camera, with another person behind them]
[Photo of a person being transferred in a specialized wheelchair-like device inside an airplane]
[Photo of a man in a vest standing on a path next to a lake with a black guide dog]

### 00:27:31

# DESIGN RESEARCH
## UX AUSTRALIA | WEB DIRECTIONS

The human stories were the most important

[Photo of a person with glasses smiling in an airplane seat, with another person's arm around them]
[Photo of a person being transferred into an airplane seat using a specialized lift]
[Photo of a man in a vest standing on a beach with a black guide dog]

### 00:27:48

### The human stories were the most important
[Close-up photo of a person with glasses smiling in an airplane seat, with another person behind them]
[Photo of a person being transferred from a wheelchair into an airplane seat using a specialized lift]
[Photo of a man in an orange vest standing on a beach with a black guide dog, a lake and mountains in the background]

### 00:27:52

### The human stories were the most important
[Close-up photo of a person with glasses smiling in an airplane seat, with another person behind them]
[Photo of a person being transferred from a wheelchair into an airplane seat using a specialized lift]
[Photo of a man in an orange vest standing on a beach with a black guide dog, a lake and mountains in the background]

### 00:28:14

# DESIGN RESEARCH
UX AUSTRALIA | WEB DIRECTIONS

The human stories were the most important

[Photo of two people smiling in an airplane cabin]
[Photo of a person being transferred into an airplane seat using a specialized lift]
[Photo of a man with a black guide dog on a beach]

### 00:28:38

## The human stories were the most important
[Photo of a person with glasses smiling in an airplane seat, with another person behind them]
[Photo of a person being transferred into an airplane using a specialized blue and white transfer chair]
[Photo of a man in an orange vest standing on a beach with a black guide dog, a lake and mountains in the background]

### 00:29:01

# DESIGN RESEARCH
## UX AUSTRALIA | WEB DIRECTIONS

The human stories were the most important

[Image of a man in a cap and a woman with glasses sitting in an airplane cabin

### 00:29:25

The human stories were the most important

[Selfie of a man and a woman smiling in an airplane cabin]
[A person being transferred into an airplane seat using a specialized chair]
[A man with a guide dog standing by a lake with mountains in the background]

### 00:29:47

UX AUSTRALIA | WEB DIRECTIONS
# DESIGN RESEARCH

Security was one of the biggest pain points

[Image of a person at an airport security scanner, placing items on a conveyor belt]
[Image of an elderly man struggling to get out of a wheelchair in an airport]
[Image of an airport security conveyor belt with a red suitcase and a sign that reads "PLEASE PUSH TRAYS ALONG TO THE END"]

### 00:29:48

UX AUSTRALIA | WEB DIRECTIONS
# DESIGN RESEARCH

Security was one of the biggest pain points

[Image of a person at an airport security scanner, placing items on a conveyor belt]
[Image of an elderly man struggling to get out of a wheelchair in an airport]
[Image of an airport security conveyor belt with a red suitcase and a sign that reads "PLEASE PUSH TRAYS ALONG TO THE END"]