Mismatch Reading Key Takeaways

Sometimes designed objects reject their users: a computer mouse that doesn't work for left-handed people, for example, or a touchscreen payment system that only works for people who read English phrases, have 20/20 vision, and use a credit card. Something as simple as color choices can render a product unusable for millions. These mismatches are the building blocks of exclusion. In Mismatch, Kat Holmes describes how design can lead to exclusion, and how design can also remedy exclusion. Inclusive design methods―designing objects with rather than for excluded users―can create elegant solutions that work well and benefit all.

Holmes tells stories of pioneers of inclusive design, many of whom were drawn to work on inclusion because of their own experiences of exclusion. A gamer and designer who depends on voice recognition shows Holmes his “Wall of Exclusion,” which displays dozens of game controllers that require two hands to operate; an architect shares her firsthand knowledge of how design can fail communities, gleaned from growing up in Detroit's housing projects; an astronomer who began to lose her eyesight adapts a technique called “sonification” so she can “listen” to the stars.

Designing for inclusion is not a feel-good sideline. Holmes shows how inclusion can be a source of innovation and growth, especially for digital technologies. It can be a catalyst for creativity and a boost for the bottom line as a customer base expands. And each time we remedy a mismatched interaction, we create an opportunity for more people to contribute to society in meaningful ways.

Chapter One: Welcome | Mismatches Make Us Misfits

Takeaways: Mismatches Make Us Misfits

Inclusion is about challenging the status quo and fighting for hard-won victories.
People's touchpoints with each other and with society are full of mismatched interactions. Design is a source of these mismatches, and can also be a remedy.
Inclusion is ongoing, imperfect, and not nice.
Exclusion isn't inherently negative, but it should at least be an intentional choice rather than an accidental harm.

Things To Think About As You're Reading

How does Holmes define the term mismatches?
Think of a personal example or situation when a designed object or experience rejected you. How do you feel when you experienced that rejection?
When you're excluded by designs, how does it shape your sense of belonging in the world.
What does inclusion mean? What does exclusion mean?
Many people take inclusion design at face value as a good thing, but people rarely make it a consistent priority. Why?
Who is Susan Goltsman, and what is her professional relationship to inclusion design?
Briefly explain the "three fears of inclusion" Holmes identifies that we often have at some point.
List and define the three principles of inclusive design.

Chapter Two: Shut In, Shut Out | The Games We Play

Key Takeaways: The Games We Play

The shut-in-shut-out model of inclusion can make it seem like exclusion is a fixed state, rather than an active choice.
Reframing exclusion as a cycle helps us recognize the ways that our design choices can lead to mismatches.
The five elements of the cycle of exclusion are interrelated. Each can be a useful place to start shifting toward inclusion.

Things To Think About As You're Reading

Have you ever been in a situation where you were told you can't play? Briefly tell your story of exclusion and how it made you feel/
Why is the shut-in-shut-out model of exclusion out-dated and ineffective?
Holmes stated "inclusion complements design as a way to align what a solution can be with what a person needs it to be." How does Dr. Victor Pineda, a leader in accessible urban design and co-founder of the Smart Cities Initiative define and explain inclusive design.
What makes exclusion a cycle?
List and define the five elements that contribute to a cycle of exclusion.

Chapter Three: The Cycle of Exclusion | Why It's Time To Kick The Habit

Key Takeaways: Why It's Time To Kick The Habit

Mismatched designs contribute to the societal invisibility of certain groups, like people with disabilities.
When a designed object rejects a person, it can feel like social rejection and approximate physical pain.
Exclusion habits stem from a belief that we can't change aspects of society that were originally set into motion by someone other than ourselves.

Things To Think About As You're Reading

What does Holmes mean when she states "everyone gains and loses abilities over the course of their lifetime"? Illustrate your answer with examples.
Do you agree or disagree with the multiple studies that show social rejection might manifest in our bodies in ways that approximate physical pain; and that being socially rejected might directly affect our physical well-being?
Have you ever experienced a form of social rejection that manifested in physical pain and affected your physical well-being?
What if an object rejects us? Is it as painful as being rejected by a person?
What leads to cycles of exclusion and why are they more prevalent than inclusion?

Chapter Four: Inclusive Designers | Building The Skills To Recognize and Resolve Mismatches

Key Takeaways: Building The Skills To Recognize and Resolve Mismatches
Exclusion Habits

Creating solutions with only one fixed way to participate.
Creating solutions using your own abilities as a baseline, known as ability bias.
Treating accessibility and inclusion as an afterthought or only meeting the minimum legal criteria.

How To Shift Toward Inclusion

Consider diversity in terms of human interaction and how people change over time.
Identify biases and mismatched interactions that are related to your solution.
Create a diversity of ways to participate in an experience.
Design for interdependence and bring complimentary skills together.
Build a basic literacy in accessibility and grow a depth of expertise in the specific accessibility criteria that are relevant to your solutions.
Adopt a more flexible definition of a designer. Open up our processes and invite contributions from people with relevant but non-traditional skills.

Things To Think About As You're Reading

Why did John R. Porter mount on a pegboard dozens of video game controllers dating back decades and refer to it as a Wall of Exclusion?
According to Porter, what happens been designers make assumptions about people?
Take sometime to visit the AbleGamers about us webpage (https://ablegamers.org/about-ablegamers/). Rad and summarize the mission of the AbleGamers charitable organization.
Do you agree or disagree with Holmes when she states "anyone who has ever solved a problem is, in certain sense, a designer"? Why do you agree or disagree with her?
List the three skills of successful inclusive designers.
What is the definition of an ability bias?
In their 2011 World Report of Disability, how did the World Health Organization refer to disability?
To gain a better understanding we need to distinguish inclusive design from related concepts , like accessibility and universal design. What are the definitions of inclusive design, accessibility and universal design?
In order to recognize accessibility issues and how to design solutions that work well with assistive technologies that people rely on you need to understand the four unique challenges that people commonly face when they're new to accessibility. List and briefly define the four unique challenges.

Chapter Five: With and For | How Generations Of Exclusion Are Made and Broken

Key Takeaways: How Generations Of Exclusion Are Made and Broken
Exclusion Habits

Creating mismatched interactions and obstacles to leadership positions that influence design decisions. In particular, barriers that aren't directly correlated to the skills of the profession, such as financial requirements, rigorous scheduling, or only offering one format of test to gain credentials.

How To Shift Toward Inclusion

Zoom out, consider the system of relationships that led to a solution. Ask how previous designs might be important to future designs.
Identify a personal connection to an aspect of inclusion that is meaningful to you and your community.
Study the history of how a solution came to be. Who influenced those decisions, and what was their motivation?

Things To Think About As You're Reading

How do obstacles to leadership positions that influence design decisions lead to creating mismatched interactions?
Identify a personal connection you have to an aspect of inclusion that is meaningful to you.
Why is studying the history of how a solution came to be critical is shifting toward inclusion?

Chapter Six: Matchmaking | How Exclusion Experts Resolve Mismatches

Key Takeaways: How Exclusion Experts Resolve Mismatches
Exclusion Habits

A "for others" or "superhero" mindset, where pity and stereotypes influence design decisions without any meaningful contribution from excluded communities.
A top-down approach to making decisions. Presuming that professional expertise supersedes life experience.
Disregarding existing patterns of familiarity in pursuit of growth. Change for the sake of change.

How To Shift Toward Inclusion

Identify exclusion experts. These are people who sand to lose the most or face the greatest mismatches with any changes you make to a solution.
Design with, not for. Facilitate meaningful ways for exclusion experts to contribute to your design process.
Understand the emotional value that people have already invested in an existing solution. Incorporate these emotional considerations as you create new designs.
Maintain an ongoing community of exclusion experts who can fill your own gaps in perspective. Build relationships with local organizations that support excluded communities. Understand the role your product play, or could play, in people's lives.
Review the techniques you use to collect, sort, and analyze customer feedback. Analyze how the design of that system determines who is willing and able to contribute feedback. Whose voice is loudest? Who is missing?

Things To Think About As You're Reading

Identify an example of a mismatch manifested in the design of a product or environment due to deep perceptions people have about one another.
What are some of the most common single dimension ways that we group people by diversity?
What is the definition of an exclusion expert?
Why is it equally important to understand the emotional considerations of a design?
List and briefly summarize the four considerations for leaders who want to improve the inclusion of their team.

Chapter Seven: There's No Such Thing As Normal | Testing Our Assumptions About Human Beings

Key Takeaways: Testing Our Assumptions About Human Beings
Exclusion Habits

Designing for a mythical average human that presumes 80% majority and 20% minority use cases.
Assuming that people will adapt themselves to make a solution work.

How To Shift Toward Inclusion

Create a baseline assessment of how well your solution works for excluded communities, especially people with disabilities.
Create a persona spectrum that is specific to the problem you're trying to solve.
Build thick data with the people who face the greatest mismatches in using your solutions. Learn from their expertise with thoughtful observation and inquiry.
Balance big data with thick data. Use big data as a heat map to reveal key mismatches between people and your solution. Use thick data to investigate the reasons behind these mismatches and gain insight into better solutions.
Build one-size-fits-one solutions to fit people who likely face the greatest mismatches when using your solutions. Extend the solution to people who face similar mismatches on a temporary and situational basis. Focus on the shared reasons why each of these groups wants to participate in your solution.

Chapter Eight: Love Stories | How Inclusion Drives Innovative Outcomes

Key Takeaways: How Inclusion Drives Innovative Outcomes
Exclusion Habits

A limited willingness to imagine how a solution in one context can adapt to provide new kinds of value in a different context.
Only focusing on functional outcomes and ignoring emotional mismatches.

How To Shift Toward Inclusion

Assess the greatest mismatches in what you make. What barriers currently exist, and how would adapting those barriers open access to more people?
Explore how a solution can adapt to be whatever a person needs it be be. Focus on creating flexible systems that fit people in unique ways as they move from one environment to the next.
Seek out inclusive-design love stories that already exist in your business. How are people using and adapting your solutions as a way to connect with the people and activities that they love?
Build a business case for inclusion based on how it supports: customer engagement and contribution, growing a larger customer base, innovation and differentiation, and avoiding the high cost f retrofitting inclusion.