Telus: in-store experience design for customers with cognitive disabilities

1. Stakeholders

1.1. Employees

1.1.1. Trained to communicate with disabled persons and to use assistive devices

1.2. Customers

1.2.1. Provided with mobile options with accessibility features

2. Accessibility features in mobile phones

2.1. Choice of call alerts

2.2. Keypad: tacile or audible feedback

2.3. Photo contact list

2.4. Keypad: Full QWERTY keyboard

2.5. Screen reader built-in

2.6. Full 123 dial pad

2.7. Easy to use

2.8. Keypad shortcuts

3. Cognitive accessibility phone options

3.1. Google Pixel

3.2. iPhone 7

3.3. LG G6

3.4. LG Prepaid K4

3.5. Samsung Galaxy A5

3.6. Samsung Galaxy S8+

3.7. Alcatel Go Flip

4. Cognitive disabiltiies

4.1. By function

4.1.1. Problem-solving

4.1.2. Visual comprehension

4.1.3. Audio comprehension

4.2. By clinical diagnoses

5. How might we...

5.1. Provide accessibility mobile options based on what the customer wish to accomplish using the phone

6. Business opportunities

6.1. Audience / market size