As a member of the accessibility community, I have the pleasure of getting to work with a wide variety of folks, all of whom approach accessibility with a somewhat different mindset. There are those, for example, who feel that accessibility is more of a technical challenge, an exercise in ensuring mechanisms exist for technologies like screen readers to understand what’s happening on any given web page. Others approach accessibility from a more user-centric standpoint, can users of all abilities understand and control the page? Most though, including myself, fall somewhere in the middle of that spectrum. As I write this today, however, I’m approaching accessibility from the perspective of an extremely frustrated blind guy who just wants to get something done and can’t.
Like many Americans, I’m opting to change my health insurance coverage due to rate increases with my current plan. My state, Minnesota, has a resource, a marketplace, called MNsure which allows people in my situation to search for and compare plans. Health insurance is pretty overwhelming, what with the myriad of options out there, and so I was excited to give this resource a try. Unfortunately, the more important aspects of the site are virtually unusable by screen reader users, a situation ironically caused by poor implementation of standards that were designed to help sites like this be more accessible in the first place.
A super non-techie explanation of ARIA and why it matters here
According to the W3C, the folks that make the standards that enable us to have a World Wide Web, ARIA is:
To put this in plainer language, this means that ARIA provides a way for developers to take really complex webpages, such as those with constantly updating information, and make them more understandable to screen reader users without sacrificing visual design or functionality. Pretty cool right? One of the more powerful aspects of ARIA gives developers the ability to force a screen reader to output specific information immediately, even if the screen reader is currently in the process of reading something else on the page. While this might come in handy in certain cases, such as a chat or messaging application, it can have a serious impact on a user’s ability to read page content since the screen reader will interrupt whatever it’s doing in order to read whatever information the developer wants to force through. Getting back to MNsure (remember MNsure?), they are using an ARIA technique to provide extra information about links and form fields throughout the site. Examples include
- “enter date in mm/dd/yyyy format”
- “you can limit the number of plan listings”
- “You can view more features about this plan”,
- “clicking this link will take you to the provider’s web site where you can search for a provider”.
While all of these messages provide additional information and context, MNsure has implemented this in such a way that this additional text immediately interrupts the screen reader when encountered. This means that when reading through a page, I hear things like “You can view more features and details about this plan” but I have no idea what plan it’s actually talking about. The reason for this is that while the screen reader would normally read the link correctly, ARIA is being used to interrupt the screen reader from reading the link, so that it can read the descriptive messaging in its place. “Enter date in mm/dd/yyyy format” is helpful to know, but not when it’s done in such a way that prevents the screen reader from telling me what kind of date it wants in the first place — does it want my birth date? Coverage date? Today’s date?
What we have here is a situation where something that was developed to enhance accessibility, was used inappropriately and has wound up totally degrading it. Unfortunately, as the end-user, I don’t have a way to prevent this from happening. Put another way, even though it’s my screen reader, the developer has more control over it than I do .
Where to go from here
When things like this happen, and they sadly happen more often than one might think, it’s hard to figure out where to go, or what to do. When I mentioned this particular situation to a friend, their response was, “why don’t you submit feedback, so that the issue can be fixed?” That’s a great idea and normally I love submitting feedback and doing what I can to help make the web a more accessible destination, however right now, I’m needing to shop for insurance and I really don’t want to get side tracked by trying to figure out how to submit feedback. Put another way, yes I can do this but right now, this isn’t going to help me complete the task that brought me to the site in the first place. So I call, and I wait on hold because as much as my call might be important to them, I can’t help but feel that my experience as a blind user of their site is certainly not.
I mention in the title of this post that this gives me one more reason to hate ARIA. As I write this, I realize that it’s not ARIA that I truly hate, but the hap-hazard way it’s often implemented. When I think of ARIA, I think of an extremely sharp knife. When used properly, it can be a fantastic aid, but when used incorrectly, it can cause incredible harm. ARIA has the potential to give screen reader users access to all kinds of dynamic information. If used incorrectly though, it can cause incredible harm as evidenced by my particular experience. If you’re a screen reader user, I would encourage you to learn more about ARIA and the kind of control it allows developers to wield over your interaction with web applications. Maybe not an in-depth technical understanding, but enough to possibly know what’s going on when things aren’t behaving the way you might expect — maybe I should do a blog series on this? If you’re a developer, please please please be careful with ARIA. Yes it can provide fantastic solutions to complex accessibility problems, but it can also create complex accessibility problems where simple solutions would suffice. Understand the impact of what you’re doing, there’s plenty of resources out there to help with this including many kind folks who use the technology every day and can sey “hey, this isn’t working the way I expect it to.” So please ask, learn, grow and help make whatever experiences you’re creating on the web usable and enjoyable by all.
5 replies on “Thank you, MNsure, for giving me one more reason to hate ARIA”
Hi Steve – My name is Jessica Kennedy. I manage MNsure’s accessibility operations. I’m sorry to hear about your experience using MNsure. It sounds like it was a frustrating experience. It shouldn’t be. Accessibility is a critical priority for MNsure and we’ve actively been working with our developers to improve accessibility. I’m hoping that you and I can connect for two reasons. First, we have a few available options for your application through MNsure. I’d like to discuss these options and identify the one that you prefer. Second, I’m hoping to collect more detailed feedback about your experience for the purpose of improving MNsure’s accessibility. If you have more to say, we’re listening. My direct line is: 612-279-8955 (ASL video relay). I use an ASL video relay service, so you will first connect with an ASL interpreter. If I’m away from my desk, please be sure to leave a message. I look forward to connecting with you. Thanks, Jessica
Thank you for writing this! All I can say is test – test – and test some more. User testing is so important. Automatic testing tools can only go so far. ARIA can be wonderful, but only if used in the right way.
I haven’t looked at the site, but as I started reading this, I immediately thought, “abuse of Aria ahead.” I tend to see myself as leaning more toward user-centric accessibility stuff, but not necessarily against compliance, although I am against compliance for its own sake, if that makes sense. Best of luck with your insurance adventures.
Amanda, thanks for commenting. ARIA’s a really handy thing, but when it’s used incorrectly, something I see more and more of as I surf the web, it creates significant barriers for the folks ARIA is designed to help. The part that really scares me though is that as a user, I have no way to disable this; it can control my screen reader and there ain’t nothin’ I can do about it.
@occhris you may want to read this.