Enhance Interaction for People with Disabilities

Indonesian sign language on the picture means “Coffee”




Experience Design


Experience Design Team of Mirum Digital Agency Jakarta


Aug, 2018

Bundaran Team [Fatih, Hadyan, Andrea, Ananda, Faisal, & Isvara]

Consists of 6 people from various backgrounds such as Architecture, Business, Psychology, Computer Science & Graphic Design. We were working the process of experience design workshop by Lingkaran, coached by Mirum Digital Agency Jakarta for a Month.


  1. Exploration and research of our team was within the topic of public space. Then we chose education for disabilities, which lead us to discover some problems they experienced everyday.
  2. The problem we voted to be worked in this workshop is to help deaf people experience more interaction with other people. The prototype that we were working on was to create an interaction box at public space like malls, where people frequently visit.
  3. The idea, later changed to be an experience at Starbucks where we can give incentive for people to interact in sign language with deaf people as the barista. This way, the implementation of experience design would be more feasible.
  4. Demonstration and explanations at the end of the workshop performed in front of other teams and judges. They give us some feedbacks and ideas. Like further research on how to implement it. The incentive of  “Free Coffee” was probably not the best idea because it could attract so many people and might cause chaos and uncomfortable experience at Starbucks itself.

We explore the possibility of designing experience within the theme of ‘Space/Public Space’. After several discussions and thinking about the problems within public space, we agree to explore within the subject of Education. Using this topic, we visited some places to immerse ourselves with the experience of public space to start.

Week 1 - Establishing

Discover Problems

We prepared several discussion guidelines to guide us on how the talks with the respondents in order to achieve get depth information from respondents. Although the research objective is quite narrow, its’ current purpose at the moment the research started was to direct us on which way we are going to dig the information.

We believe, that insights from the research might bring us to different or even more narrowing the direction to achieve our goals in enhancing accessibility.

The outcome of this research is data  & informations that will be used as basis data for us to know the real situation of the people that we try to have empathy with. Therefore, with these insights, we then can move to the next step for Synthesis & Ideation with strong foundation.

Week 2 - Design Research

Getting Insights


Designing experience & learning accessibility that is inclusive for people with disabilities.


  1. Who needs the education, what are their life goals?
  2. How do they learn?
  3. How is education facility in status quo?


  • In-depth interview
  • Observation.


  • Working disabilities
  • Not-working disabilities
  • Experienced Teachers
  • Community
Discussion Guidelines


  • Disabilities that caused by autoimmune have different & unique conditions due to their immune attacking their body. Hence, they have different needs that most people don’t really know.


  • Education for blind people already much better than years ago. There are so many brialle literatures for them.
  • There are apps that help them to access technology such as VoiceOver, ScreenReader, & TalkBack.

EXPERIENCED TEACHER  (Australia Independence School):

  • Mix the classroom for disabled students / people with learning support with regular students will learn to respect.
  • Teachers need to make modified learning plan every week to support them.


  • Most of deaf people are having high desire to interact with regular people but most regular people don’t know how to sign (use sign language).
  • They are open to anyone who want to communicate with them by learning sign.

Week 3 - Synthesis and Ideation

Define & Develop

Time when we work on the data we’ve got. Our aim is not only to create functioning & meaningful experiance, but also helpful solutions. After presenting our insights from research, finally, we decided to go to solve problems for deaf people.


After having 3 in-depth interviews and 1 observation. We collect main insights from categories of behaviours, pain points, motivation, & possible solutions.


We made a user journey for a disabled person. Starting from graduating school or college, to look for a job, working in office and his/her own family.


In the process of the user journey, we found so many pain points for disabled people, such as the struggle to look for jobs that are available for a blind person, also when they use public transportation to go to the office.


We then ask ourselves to start the ideation by using the How-Might-We technique. Then, decided two HMW: 1. HMW provide training for disabled people in order to make them job-ready?. 2. HMW provide better experience for deaf people to make interaction with others?


After some brainstorming on how a disabled people live and understanding their struggles. We did an ideation by using a card set filled with random ideas that might have correlation with our HMW. For deaf people, one of our member gives an idea about interaction box to encourage other people to communicate with them.


After ideation, we have our own ideas, and then grouping them on the wall. For example, related to marketing ideas, related to technologies, and interactions. The most voted was the idea to make an interaction box for deaf people.

Then, we focused on creating Interaction Box in public space where regular people can meet & have interaction with deaf people. This idea is to bring down the barrier between the two. But, understanding that it is hard to ask people to do this without any incentive. We decided to make it in the form of a celebration of International Deaf Day by Starbucks giving free coffee if the customer use sign language to their deaf cashier or barista.

Week 4 - Prototyping & Design Strategy


The end product/solution as the result of our collaborations was tested in the prototyping phase. We asked feedbacks for the concepts we made, to learn from other perspectives.

(A) A social media poster that announce the celebration of International Deaf Day by Starbucks. These hands gesture means coffee (based on Indonesian sign language called as BISINDO / Bahasa Isyarat Indonesia)

(B) This one give information that customers can uses sign language to meet new friends of deaf people at Starbucks Conclave. The benefit of this is the customer will get a surprise, which is a free coffee. They will be provided guidence at Starbucks

(C) A design mock up of big posters on public space that show the same information, Starbucks’ celebration of International Deaf Day.

Concept Testing

We did a demonstration in front of the coaches and other teams. We show them how is the process of interaction between Starbucks’ customer with our friends from deaf community would be implemented.


  • Hard to implement at all Starbucks, only can be provided in a few branches.
  • Customers must be told about the promotion to make preparation of learning sign language.
  • Not all customers are willing to use sign language on public space (“..this can make me looks like a crazy person at Starbucks!…”)
  • Potentially potray deaf people a subject of promotion, because the interaction happens by using customers’ motive to get a free coffee.


  • Needs a big promotion to make people interested. Such as massive advertising and using public figure so that people knows and not be embarassed of using sign language at Starbucks.
  • A big campaign that also benefit the deaf community. Need to be followed up by creating a permanent Starbucks’ branch that hired deaf people so the communication can continue.


After presenting and did prototype testing live in front of other Experience Design groups and the judges from Mirum Digital Agency and Traveloka. We got some feedbacks to make our experience design project better improved.

  1. Ask Starbucks itself, because they love the idea of inclusivity, such as their support for LGBT people in the US. They might want to give feedback or even want to implement this prototype.
  2. Need to think on how “Free Coffee” promotion will make starbucks crowded and uncomfortable. Another kind of incentive should also be considered.
  3. The idea of bringing deaf people as barista at Starbucks was already implemented in Malaysia. Further study on how the implementation might give lots of insights.