Universality X Navigation

Zero: Mapping Multimodal Communication for Inclusive Navigation

Anirudh Kundu, Sahil R

An interface-based service that facilitates inclusive and experiential micro navigation in public spaces, by incorporating the virtues of multimodal communication.

The Preface of this project is a study conducted in the Department of Design, Delhi Technological University focused on creating a universal solution through the fields of communication and navigation through a research paper that is currently under review.

Designing for Inclusivity

Universal Design is a concept that aims to create solutions that are accessible and usable by everyone. Following the government mandates for equal rights and anti-discrimination legislation, the 20th century saw a shift in terms of designing for the disabled and accommodating the ‘need of the few’. Soon, the concept of universal design was sought after as a quotidian factor for designing services and products. To this day, the aspects of inclusivity and universality are being incorporated and implemented everywhere. This project is a humble attempt at reciprocating the same.

Any solution claiming to be universally designed must follow a total of 7 principles that act as checkpoints to gauge its inclusivity. That said, it is also important to mitigate our expectations, as no product has the capacity to be completely universal. What is important is for the product to be used by a person of any age or size, or having any particular physical, sensory, mental, or intellectual ability or disability without having the need for adaptation, modification, or assistance.

Barriers in Communication

Being social animals, the need for communication lies at the crux of coexistence and acts as a pillar withholding the foundation of human values. The process of sharing emotional and mental information to intersect with cultural and social beings holds importance throughout the lifetime of an individual. Despite the universal need for communication, there exists a myriad of impediments that hinder the transaction of information through physical or cognitive impairments or even cultural, social, and contextual barriers. These agents eliminate the prospects of inclusivity within the bracket of one single communication channel, be it linguistic, aural, spatial, gestural, or visual.

This brings us to a socially dynamic setup where the need for fluid modalities of communication is alarming. While the “act” of communication in itself is widely inclusive, there is a lack of attention being paid to the “method” facilitating the same.

Communication Modalities - Final3-01-01.png

The Trifecta of Multimodal Analysis

1. Conceptual Research

2. Analytical Hierarchy Process

3. Binary Theorem Experiment

Systems and languages were studied and dissected in terms of their usage and further expanded into concept-based insights. The accessibility offered by each was analyzed to find the associated flaws in their approach and the underlying basis of the medium of expression used.

Understanding the evolution and effectiveness of various communication systems through the aforementioned conceptual research, the direction of multimodality was embarked upon. Several case studies discussing the merits of ‘more than one channel of communication’ were discussed and studied. Upon deeper scrutiny, two different phases of experimentation were carried out, with the primary motive to explore the aspects of multimodal communication and evaluate its universality.

The aforementioned studies have been compiled briefly in order to keep the scope of this article short and crisp. The experimental data along with the case studies and conceptual research have been discussed in detail through our research paper communicated to the Universal Access in the Information Society | July’ 21 titled :

‘Mapping Multimodal Communication for Inclusivity’
Anirudh Kundu*, Sahil R*, Nipun Sharma*, Partha Pratim Das
(* These authors have contributed equally)

The second phase in this trifecta of studies was the conductance of the Analytical Hierarchical Process (AHP). AHP is a method used to determine the relative importance amongst certain predefined attributes of a product or a service. It is a tool that converts qualitative data into quantitative data through mathematical ratings of psychological feedback. From our previous discussions on communication modalities parallel to the primary goal of designing for all, it was key to determine the relative importance of various communication channels.

Seven primary attributes were decided and their relative importance was gauged on the basis of the feedback of forty diverse participants.

On the basis of the results achieved through AHP (discussed in detail in the research paper), a novel hypothesis elaborating the preference of multimodality over uni-modality in terms of ‘universal communication’ was established.

The Binary Theorem Experiment (BTX)

Aimed to verify the accuracy and ingenuity of the hypothesis generated post the second phase, the primary objective of BTX was to evaluate the universality, accessibility, and usability of a bimodal form of communication. The quantitative data collected was extrapolated and studied in-depth (discussed in detail in the research paper). Subsequent observations were amalgamated, curated, and reviewed to gain novel insights. This phase was conducted with the participant pool congruent to the AHP.

At the confluence of the insights derived from the aforementioned trifecta was the discernment of the effectiveness of bimodality over unimodality. A combination of communication channels makes the information transfer more inclusive, efficient, and intuitive. The journey ahead was streamlined towards incorporating bimodality at the crux of product innovation, being harnessed as the most effective and viable form of systemization.

This was further articulated using a combination of a bi-interface solution, designed to merge the merits of visual and aural channels through a GUI (Graphical User Interface) + VUI (Voice-User Interface) concept. The combination augmented accessibility in terms of usability while providing an enhanced user experience through the multisensory interactions of sight, hearing, and touch.

Experiential Navigation

The scope of integrating the derived concept with the existing paraphernalia of experiential purposes was evaluated on the basis of its implementability. After intensive brainstorming and ideation, the concept of bi-interface product innovation was amalgamated towards the domain of experiential navigation for a universal user set.

The essence of communication was found to be intertwined within the need to determine the position, course and experience between a user’s point of initiation and their destination, especially while mapping public spaces. This coupling of functionality and delight was subsequently coalesced to achieve experiential usability through inclusive navigation.

Zero: Encircling Experiences

The User Interface of ‘Zero’ was carefully handcrafted keeping in mind the various interactions users perform with their devices. Furthermore, the principles of universality and inclusivity were kept cogent throughout with a special emphasis on accessibility features. The prospect of voice-based navigation through the interface was highlighted from the start, along with several other tactile interactions that were kept haptic and very simple to learn. Lastly, the concept of bi-modal communication was constructively assimilated into an effective solution through the interface.

Progressing through the stages of building and formulating a successful UI, it was very important to be diligent of the user experience it would provide. The interface was therefore built on the shoulders of robust UX principles that ranged from the application of Hick’s to the Gestalts Laws of Spatial orientation and proximity. This was followed by the successful implementation of iOS design guidelines. All these rulers of screen design were incorporated while creating the interface-based solution.

Furthermore, intensive wireframing (low and high fidelity), along with heuristic analysis of all components, followed by remote card sorting and tree testing were conducted in tandem over several weeks to come up with the best and most befitting user interface that could be used by all.

Service-Based Setup

Owing to the value that public spaces hold in the social, economic, and cultural framework in one’s life, it is quintessential that everyone willing has equal access to experience them, as intended. Spanning across a vast spectrum- ranging from heritage sites to shopping complexes, educational institutions and more, it is important to facilitate barrier-free communication within the spatial touchpoints, for an optimum customer experience.

Zero’s service blueprint relies on its potential to amplify the inclusivity and accessibility of public spaces, allowing people to experience and navigate them to their convenience. It is designed to mediate between the users navigating the environment and the corresponding managerial body, serving as a multi-clientele prospect for the target audience.

For an environment to become ‘Zero-able’, the service integrates a specialized and exclusive QR code within the access point (ticket, token, ID card, etc.) of the public space, serving as the initiation of the universal experience that is to follow.

Indira Gandhi International Airport: A Case Study

The implementation of Zero, as a service, has been demonstrated using the case of Indira Gandhi International Airport, New Delhi. Being a hub of cultural, social, and economical exchange- the airport serves as a point of service to millions of passengers, harboring a myriad of differences. The users engage intensively in communication, owing to the innumerable touchpoints present and required in the customer journey. Thus there is a constant flux of communication, with variance ranging from the kind of language used to the mode of transmission. The vast area and the diverse assemblage of sub-services available within the airport, further magnify the need for a universal system of communication that facilitates inclusive assistance to the passengers.

The zero application serves as a perfect solution that bridges the lacunas discussed previously. The interface follows a proper channel that eases a user into its intricacies. The onboarding process is an important aspect of the interface as it trains and guides basic interactions required for smooth navigation. Furthermore, it also establishes and adapts the UI ahead according to the specifications and requirements of each user. The settings and preferences are tailor-made to accommodate all diversities in an unrestricted manner.

The onboarding along with the initial setup for the IGI airport version of the service guides the user through the interface with both audio and visual cues, where they can select a specific language preference allowing for personalized accessibility. The user can also double-tap to convert it into the ‘Listen’ mode, allowing him/her to activate the voice assistant and further communicate with it throughout the environment. Hence, providing more than one access point for a fluidic interaction.

Enhanced accessibility is one of the key functionalities that the service brings to the table. A key example of this is seen in the ‘Scan’ feature available in the ‘List view’ mode of the home screen. By scanning the ‘Zero QR code’, the user directly enters the micro navigable environment. These haptic QR codes are available on all personalized channels of entry or exit. At the IGI airport, these codes can be found aesthetically placed on the boarding pass of each passenger. The case of the flight service company ‘Indio Airlines’ has been used to demonstrate the same.

As previously discussed, the zero interface integrates the virtues of bi-modal communication in its service. The first aspect of interaction is through the Graphical (GUI) strata functioning via tactile and visual channels. This can be seen in the strategically placed CTA’s along with the aforementioned scanning functions. Another dimension of accessibility that the service encompasses is through voice-based interactions (VUI). This is done through the voice assistant that can be activated throughout the interface using simple tactile commands (double tap) or voice commands that can be set as per the user’s preferences.

A combination of visual and auditory cues was curated as bi-modal signages customized exclusively according to the client’s requirements as demonstrated in the following exhibits.

The zero interface is tailor-made for micro navigation according to the environment. These public spaces are catered to through the experience and objective modes, which have been discussed in detail in the following sections.

The interface also provides a customizable collection of the environments that the user frequently visits, allowing for quick, ‘one touch’ access to the same. Despite being in its nascent stage, the micro-navigable maps of the zero interface have future prospects of getting integrated with pre-established mapping services like ‘Google Maps’ and ‘Apple Maps’. This monumentally improves the viability aspects of the service by tapping into the valuable prospect of user familiarity.

The micro-navigation environment in the interface is a multi-functional space that can be adjusted according to the user’s preference. Such a feat is achieved through the toggle feature between the ‘Objective’ and ‘Experience’ modes. The variety of requirements is catered through these modes in order to engage the user in the most apropos experience possible.

The objective mode allows for purpose-based (selective) provisions for the following navigation by the user in the associated environment. This means removing distractions, and other unfocused stimuli that may be present in the vicinity.

The experience mode, on the other hand, allows the user to navigate through a variety of experienceable categories such as cafes, restaurants, grocery stores, etc. allowing for an enhanced and holistic user journey.

The IGI Airport was the perfect environment to demonstrate the implementation prospects of the service. This was primarily due to the airport being an epicenter for the assimilation of different and diverse user groups. Ranging from physically handicapped people to fully able people belonging to different cultural ethnicities, the usage of an airport space was the closest to a universally accessed environment. Hence, it was an ideal choice for the implementation of Zero’s service.

Multi-Clientele Setup

The multifaceted nature of Zero’s design imparts multi-clientele implement ability to its service. While its usability and functionality have been demonstrated and discussed in detail using the case of IGI Airport, its prospects span further across a wide spectrum of public spaces ranging from educational institutions (Delhi Technological University) to zoological parks (National Zoological Park). The multichannel nature of the environments, expressing a virtuous representation of auditory as well as visual stimuli to channel an optimum experience, uphold them effectively as suitable models and potential clients for the service.

Mapping the Customer Journey

Any comprehensive study must include insights based on the 360 — degree perspective of how the user engages with the service through an effective customer journey map. The same has been extensively documented for zero through the following blueprint.

As designers, it is imperative to follow a re-iterative process that has been established and updated according to user feedback and real-time data collection. The true analysis of any product lies in the response it generates through its users. With such an understanding, various sessions of usability testing were conducted with the Zero UI.

One of the key issues that were highlighted was the high contrast ratio of the screens. Especially in the navigation modes, it was found that the existence of lighter shades along with variable daytime and nighttime usage was causing many users to feel a ‘glare’. The luminescence caused by the sustained aesthetic brightness of the UI created a special need for a ‘Dark Mode’ of the same.

Another interesting outcome was the existence of contrasting opinions towards the elaborate and gamified structure of the UI. However, due to the majority of suggestions being in favor of such interactions, the experience was deciphered as ‘enjoyable’ and ‘fun’.

Lastly, a large number of participants that used ‘Android’ devices showed displeasure in response to the ‘iOS oriented’ design language of the interface. Furthermore, several participants felt the need for interoperability and ‘dedicated adaptation’ to other devices such as Apple watches, iPads, and tablets. Such suggestions are being presently looked into, and subsequent updates are in progress.

Future Scope

The scope of the service is vast and its prospects are endless. Owing to its potential to transform and adapt to the specificities of the corresponding environment, ‘Zero’ has immense capacity to contribute towards the ‘universalization’ of a magnitude of navigable spaces. This paves the way to explore its effectiveness in contributing to industries such as travel and tourism, public works and more.

Furthermore, it’s quintessential to map the feasibility and viability of the service, with focused emphasis upon an efficient yet flexible business model, an expansion strategy and to generate user-centered monetary feedback in parallel.

Another exciting avenue that this service possesses is in its scope with multi-sensory interaction platforms. With both GUI and VUI-based navigation, the intricacies of pronunciation, cultural linguistics, and social nuances can be incorporated for a more humanized periphery of the project that would, in turn, enhance the overall experience monumentally.

Looking Back

Coming up with ‘Zero’ has been an entire journey of its own- long but extremely fulfilling. Getting to expand the horizons of our knowledge and sensibilities of design, to encapsulate the virtues of inclusivity has been immensely enriching. The process altogether widened our perspective from focusing on designing particularly for an exclusive need to innovating inclusively for universal ones.

Every moment that went into understanding the intricacies of universal design, inclusive communication, and micro navigation, and further getting to intertwine their virtues to finally arrive at ‘Zero’ has been nothing short of empowering. It has allowed us to evolve not just as designers but also as individuals.

The immense scope that lies in the implementation of the designed service has been representative of the expanse of thought and research that has lead us to the project and is demonstrative of the value that user-centered research brings to achieving a pragmatic innovation.

With the aim to empower the people with equal access to experiences, the entire journey has allowed us exposure to how important it is to acknowledge, accept and embrace differences. While we are all diverse, we are beautifully humane in our own ways, and with that comes the realization of valuing needs that are not individual but universal- not personal but human.

Encircling the vast number of differences that we share, is a number that belongs to all of us- adding value to our lives: O