Help Facilitates Accessibility: Understanding the Social and Technology-mediated Experiences of People with Visual Impairments in India

Abstract

In this dissertation, I conduct a nuanced and in-depth examination of helping-related interactions or assistance provided by a helper to a help-seeker. These interactions have received little attention in research at the intersection of Human-Computer Interaction (HCI) and Accessibility. I study the dynamics of these interactions from the standpoint of one group of people with disabilities (PwD): people with visual impairments.

I conduct my research examination in one Global South context, India. In India, societies are community-driven and value interdependence. Moreover, in India, there is limited structural support for PwD. In contrast, societies in the Global North value individualism and autonomy. Additionally, there are fundamental structures that support PwD. The limited availability of accessibility support structures and the community-driven nature of everyday interactions suggest that help is likely to be interpreted differently in India.

My studies address critical gaps concerning helping-related interactions in HCI and Accessibility literature.

1) First, given the unique nature of the Indian context, less is understood about the relationship between independence and help here. In Study 1, I address this gap by studying the relationship between help and independence. I draw upon a case study of people with visual impairments using digital payments.

2) Second, we know little about how cultural constructs, important frames of reference to situate the everyday experiences of PwD in India, shape helping-related interactions. In Study 2, I address this gap by using a cultural lens situated in disability studies literature to expand on the motivations and dynamics of helping-related interactions in the context of indoor navigation.

3) Finally, due to the inherent focus on mixed-ability interactions, less is known about the interactions between PwD. In Study 3, I address this gap by examining the dynamics of interactions between people with visual impairments in India when they recover from disruptive software updates.

I conducted 66 semi-structured interviews with people with visual impairments in India. I complemented my interviews with observations and a video-diary study. I analyzed data through inductive and deductive methods.

I find that helping-related interactions, often mediated by technology, are central to the accomplishment of accessibility. Here, help, rather than impeding independence is critical to its achievement. Help is made necessary by the structural inaccessibility in India. Cultural values of compassion and duty also create shared expectations which motivate people with visual impairments to accept the help on offer. People with visual impairments seek to use their agency to shape helping-related interactions in ways that allow them to benefit from the interactions. Through help, people build expertise, form networks, and present valued selves. However, the value of helping-related interactions diminishes when helpers provide inappropriate aid.

My dissertation contributes to a deeper understanding of help, which is critical to understanding the social organization of activity of people with visual impairments. This is an area of focus for social accessibility research interested in unpacking the situated interactions of PwD. I also expand on the concept of independence which in some contexts entails seeking help. This contests the dominant design for independence paradigm in accessibility research which will give an alternate scope for designers of ATs looking to foster independence. I also highlight the expertise inherent within communities of people with visual impairments. In doing so, I bring to light novel ways in which HCI researchers can center the needs of PwD.