The Mission: Modernising Communication for Deaf and Hard of Hearing (DHH) Users

As a UX Team Lead, I lead the RTT UX project to enhance native Call app empower Deaf and Hard of Hearing (DHH) individuals to communicate with normal users. Communication is a fundamental human right, yet for many DHH users, existing tools were either outdated or inaccessible. This project aimed to bridge this gap by integrating Real-Time Text (RTT) into a native call app, ensuring seamless, inclusive communication experiences.

Our mission was guided by two key principles: accessibility and inclusivity. We envisioned a solution that would not only comply with the FCC's December 2017 mandate but also foster social inclusion by addressing the unique communication challenges faced by DHH individuals.

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The Vision: A Communication Solution for All

Our goal was to develop a native call app that seamlessly integrated Real-Time Text (RTT) functionality, enabling real-time text communication during calls. The app needed to align with regulatory standards, including ATIS 0700029, while ensuring backward compatibility with legacy TTY devices. Beyond technical compliance, the app needed to deliver a user-centric experience that was intuitive, inclusive, and empowering.

The project scope included:

1. RTT Integration: Enabling synchronous, two-way text communication during calls.
2. TTY Compatibility: Ensuring uninterrupted communication with legacy TTY devices.
3. Emergency Accessibility: Including features for RTT-enabled emergency calls (e.g., 911).
4. User-Centered Design: Prioritizing intuitive interfaces, multilingual support, and sign language accessibility.
5. Unified Dialer: Combining Voice, RTT, Video, and Voicemail functionalities in a single, streamlined app.

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The Challenge: Bridging Legacy and Modern Technologies

Building a solution that harmonized modern accessibility needs with legacy technology was no small feat. DHH users needed a tool that provided:

1. Seamless Interoperability: Bridging TTY and RTT communication without disruptions.
2. Accessibility by Design: Intuitive interfaces for all users, regardless of technical ability.
3. Emergency Readiness: Reliable, RTT-enabled emergency communication capabilities.
4. Regulatory Compliance: Full alignment with FCC requirements and global accessibility standards.

The challenge wasn’t just about meeting these requirements—it was about exceeding expectations to deliver a solution that transformed the communication experience for DHH users.

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‍The Approach: A Collaborative, User-Centered Framework

To tackle this challenge, I led the project using a structured, iterative design approach that emphasized user needs, technical feasibility, and strategic execution. The process unfolded across four key phases:

1. User-Centered Research: Building Empathy

The foundation of the project was a deep understanding of the DHH community’s communication needs. I led extensive research to uncover user pain points, preferences, and aspirations:

• In-Depth Interviews: Conducted interviews with DHH individuals, advocacy groups, and emergency services personnel to understand the barriers faced in traditional and digital communication tools.
• Surveys and Usability Studies: Gathered quantitative and qualitative insights on existing tools, identifying gaps in usability, speed, and inclusivity.
• Accessibility Testing: Collaborated with accessibility experts to identify common issues in TTY and RTT implementations, ensuring the app would address real-world challenges.

Key Insights

• Many users found TTY devices cumbersome and outdated but relied on them due to limited alternatives.
• DHH individuals valued real-time communication but required simplified interfaces that minimized cognitive load.
• Emergency accessibility was a major concern, with users expressing frustration over limited functionality in existing tools.

2. Designing the Experience: Prioritising Accessibility and Usability

Armed with research insights, I facilitated collaborative workshops to design an inclusive communication experience:

• RTT and TTY Integration: Designed workflows that ensured seamless interoperability between modern RTT and legacy TTY technologies, ensuring no user was left behind.
• Multimodal Communication: Created a Unified Dialer that supported voice, RTT, video, and voicemail, allowing users to choose the mode that best suited their needs.
• Emergency Accessibility: Developed intuitive workflows for RTT-enabled 911 calls, including features like location sharing and real-time call status indicators.
• Multilingual Support: Integrated support for multiple languages, catering to diverse linguistic needs.

Design Blueprint

• Minimalist UI: Prioritized clarity and simplicity, ensuring quick navigation during high-stress scenarios.
• Customizable Settings: Allowed users to adjust font sizes, colors, and layouts to suit their preferences.
• Real-Time Visual Feedback: Provided live updates on call status, text delivery, and connection strength.

3. Collaborative Development: Bridging Design and Engineering

As a liaison between the design and development teams, I ensured seamless collaboration throughout the build process:

• Iterative Prototyping: Worked closely with developers to create and refine prototypes, translating design principles into functional features.
• Direct RTT Access: Ensured that RTT functionality was built natively into the app, eliminating the need for external services or add-ons.
• Compliance Alignment: Collaborated with legal and regulatory teams to guarantee adherence to FCC and ATIS standards.

4. Testing and Refinement: Iterating for Perfection

Testing was an integral part of the process. I led usability testing cycles with DHH users to validate design assumptions and refine features:

• Real-World Scenarios: Simulated high-stress use cases, such as emergency calls and multitasking during RTT conversations.
• Feedback Integration: Acted on user feedback to enhance workflows, refine interface elements, and improve overall accessibility.
• Performance Validation: Tested the app under various network conditions to ensure reliability in both urban and remote areas.

‍Key Features Delivered

The final app was a comprehensive, user-friendly communication tool that empowered DHH users with features such as:

1. RTT Integration: Real-time, synchronous text communication during calls, offering a voice-equivalent experience for DHH users.
2. TTY Compatibility: Seamless communication with legacy devices for backward compatibility.
3. Emergency Accessibility: RTT-enabled 911 calls with added safety features like real-time alerts and location sharing.
4. Native Functionality: A dedicated app that didn’t rely on third-party services, ensuring reliability and ease of use.
5. Multilingual Support: Accessibility for users from diverse linguistic backgrounds.

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Outcomes and Impact

The project delivered transformative results for the DHH community:

1. Seamless Communication: The app provided a real-time communication experience equivalent to voice calls, enabling smoother interactions.
2. Enhanced Social Inclusion: By bridging the gap between TTY and RTT, the app ensured DHH users could connect with loved ones and access essential services without barriers.
3. Improved Emergency Accessibility: RTT-enabled 911 calls gave users confidence in their ability to seek help in critical situations.
4. Regulatory Compliance: The app fully met FCC requirements, positioning it as a leader in accessibility innovation.

Success Story: A DHH user shared that the app allowed them to make an RTT-enabled emergency call during a power outage, receiving help faster than ever before. “This app gave me peace of mind in a moment when I needed it the most.”

Lessons Learned: Leading with Empathy and Innovation

This project reinforced several critical principles of design leadership:

1. Empathy is the Cornerstone of Design: Understanding the unique challenges faced by DHH users enabled us to deliver a solution that truly resonated with their needs.
2. Collaboration Drives Success: Partnering with advocacy groups, regulatory bodies, and cross-functional teams ensured a robust, compliant, and user-friendly solution.
3. Iteration Leads to Excellence: Regular testing and feedback were vital to refining the app, ensuring it met the highest standards of usability and accessibility.
4. Inclusivity is Non-Negotiable: By prioritizing accessibility from the outset, we created a product that empowered an entire community.

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The Takeaway: Design as a Force for Social Good

This journey wasn’t just about building an app—it was about creating a tool that transformed lives. The RTT-enabled native call app stands as a testament to the power of user-centered design and inclusive innovation. As a Design Manager, leading this initiative reinforced my belief that thoughtful design can drive meaningful change, fostering inclusion, and empowering communities to thrive.