Ada's Cafe - Blog

Winner of Tall Tree Award-Palo Alto, 2018!

4/6/2018

We are thrilled to announce that Ada's has been awarded the 2018 Tall Tree Award for "Outstanding Non Profit".

The award is given by the Palo Alto Chamber of Commerce in association with The Palo Alto Weekly.
The award ceremony will be help on May 17th, 2018 and the fellow awardees include Allan and Mary Seid, Shashank Joshi and SAP.

We are so grateful to the committee for recognizing our mission and our hard work and are honored to be receiving the award with such a great group of people.

Click here to read more about the other awardees and the award ceremony.

Stay tuned to hear more about this!

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Ada's - Access Earth Research Collaboration

2/11/2018

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As we previously shared, Ada's will be attending the Zero Project Conference at the United Nations in Vienna this year. Between February 21-23rd, we will be interacting with organizations from across the globe who work in the space of disabilities and accessibility.

We will attend as a partner of Access Earth, an Irish startup focused on accessibility. We began a research collaboration less than a year ago with the aim of taking forward our collective efforts to elevate the lives of people with disabilities.

So as we get ready to head to the UN, we are excited to share with you a detailed look into the research collaboration.

The story so far

Access Earth is a global Trip Advisor or Yelp for accessibility information. It allows users to rate businesses and public places like hotels, cafe and more, on their accessibility, and share relevant accessibility information.

Based out of Ireland, Access Earth's vision is to be the world's largest provider of accessibility information, enabling a population which is frequently left behind.

Access Earth began when it’s now founder, Matt McCann had an unpleasant travel experience in London. Matt has Cerebral Palsy and had carefully selected a hotel which mentioned that it could accommodate his wheelchair. Upon arrival, he found a series of problems, including steps at the entrance and narrow hallways which couldn’t fit his wheelchair or walker.

This experience was an eye opener for Matt, who realized that this was a day-to-day experience for those with similar accessibility needs.

Access Earth was therefore created with the goal of eliminating the fear of the unknown for those who have physical or cognitive disabilities and use mobility devices. Today, Access Earth has a web platform and an app for Android and iOS devices through which anyone can rate how accessible a public space is. The data collected helps people who have temporary or permanent accessibility needs, do day-to-day activities like get a coffee, travel, visit places or even go shopping.

Access Earth's efforts are widely recognized internationally and they are currently in the process of raising over 500,000 Euro to scale up their company.

Ada's and Access Earth partnership

Here at Ada’s, where the mission is to empower adults with disabilities through employment, we have been a strong supporter of efforts which call for inclusiveness. Access Earth was therefore an obvious partner, with overlapping goals and vision.

Ada’s collaborated with Access Earth to conduct explorative research on the needs of the community of adults with disabilities, focused user research to develop Access Earth’s app and define the road ahead for the product development.

Our research collaboration began by defining the target user. We surveyed people with
1) Physical disabilities
2) Developmental and cognitive disabilities
3) Primary caregivers

In addition to these three groups, we also spoke to designers, app developers and people without disabilities to get their feedback on the the app.

We conducted research using one-on-one interviews and usability tests. Recruitment for the research was done at Ada’s with our employees and through friends and family networks.

Earlier version of the app

Research Process

The first phase of research began by getting feedback for the existing version of the app at the time. Feedback was collected from a wide demographic consisting of people with and without disabilities or accessibility needs.

Some findings here pointed to issues in navigation, clarity of instruction and user journey from the time of signing up to rating a place.

A substantial part of the research also focused on understanding the lives of the users holistically. At this stage, several employees at Ada’s were interviewed and their stories were critical in understanding the invisible challenges they face.

The employees at Ada’s shared with us their everyday experiences around mobility and independence. It became very clear that the lack of opportunities to be mobile, has a direct effect on the psychological well being of a person.

Another type of insight came from primary caregivers. Caregivers often end up deciding where and when someone in their care can go. With their feedback, we added directions to places and the ability to book a cab with wheelchair access through Uber within the app.

The second phase of research was conducted after several changes were made to the existing version of the app at the time. This time around, we focused on sharpening features and on identifying bugs and errors.

Updated version of the app

The final stage of research was conducted via usability tests with the latest version of the app. Experts in the field of design were consulted to give feedback of specifics like icons and typography.

This phase of research indicated that while features were refined and users were happy to use the app, there was a need to streamline design elements on the app.

Findings
While there were several insights, here are a few of the selected findings:

With the app, several pain points in the lives of people with disabilities are addressed (Availability of accessibility information, freedom of movement, decision making and so on)
By addressing the needs of caregivers, people with disabilities are further empowered
Users indicated that if they had more data on accessible places, they are more likely to try new places
The information on the app needed to be presented in a simple way, with less content and more icons
Most requested features included, directions to a place, written reviews, booking accessible cabs and contact information for places

Here are some quotes from users during interviews and usability sessions:

" I don't usually go out for dinner with my family. It can be uncomfortable and difficult. Maybe if my parents had this app we could find restaurants closer to our home where we can check information before leaving the house."

Ada’s employee with cognitive disability living at home with his parents

" When my grandparents visit, we end up going to the same restaurants because we know that we can park in front of the restaurant and there's enough space to accommodate my grandmothers stroller. We would definitely like to go to more places when my grandparents visit, but we don't really know of other options which are accessible and have great food."

User talking about problems faced when her grandparents visit

"It will be nice to have easy access to information about where I can grab a bite to eat, know that I don't have to climb steps and get more relevant information like directions”

Adult with temporary mobility needs, due to knee surgery

"The biggest issue I face as a mother of a child with disability, is the lack of information about activities I can do with my daughter, which will expose her to new experiences. With Access Earth, I feel confident taking my daughter to museums and cafes, knowing that she will feel safe and comfortable. This is a huge resource for parents who usually have to rely on word of mouth reviews before going to any public place."

Mother of a teenager with cerebral palsy

Access Earth’s efforts are commendable because they have a direct effect on the mobility of a vast group of people and also signal to other organizations that it is profitable to be inclusive. According to the World Bank, 15% of the world's’ population has some form of disability. And, this population ends up spending around $13.6 Billion on travel every year.

The research process has been successful for creating a partnership which has global impact. We hope that this type of collaboration signals to other organizations, the importance of working together and the chain effects it can have.

We are extremely excited to attend The Zero Project Conference with Access Earth. Our collaboration across two countries, has helped create a product which caters both to the needs and the gaps for people with disabilities.

To learn more about how we conducted the research and get details on the findings or to collaborate with us, please write to us at [email protected]

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See you at the United Nations!

1/15/2018

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In February, 2018, our team from Ada’s will be traveling to the UN Headquarters in Vienna, to attend the global conference ‘The Zero Project’. The Zero Project is an initiative by the Essl Foundation which focuses on the rights of people with disabilities. This year the conference theme is ‘Accessibility’ with a special focus on solutions, methods and concepts from around the world.

Our collaboration with Access Earth, a platform for rating accessibility of public spaces will be showcased as an Innovative practice. Matt McCann, the founder of Access Earth will be giving a talk on the Access Earth app and web platform and will showcase the research conducted by Ada’s, which was instrumental in the development of a user friendly product.

The conference will also feature organizations like Microsoft, UNDESA, Google, UNICEF, Enable India, OrCam and many more. You can find the entire list of attendees and speakers here.

We will be sharing a detailed look at our research collaboration with Access Earth in the coming weeks.

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Meet Jazmin!

1/12/2018

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Jazmin Toka is a 23 year old with learning disabilities who lives with her mother and sister in San Bruno. After graduating from high school, Jazmin found herself with a job holding up signs by the side of the road in Redwood City. “I didn’t like doing that job, it was really boring. I wanted something more challenging!”, says Jazmin. With the help of a job coach, Jazmin started working at Ada’s in February 2017.

At Ada’s, Jazmin finally feels accepted and respected. “I get to work with a team and do different things like work the register and make sandwiches. Everyone is nice to me and I like to work with them.” Jazmin mentions that she has been well trained for the various tasks at the café, and that the rest of the team helps her out when she asks for help.

Jazmin primarily struggles with math and finds working at the register challenging. Looking at a series of numbers or having to read a lot of content overwhelms her. But, with additional math tutoring she’s more confident handling money.

During rush hour, the crowds at the café make Jazmin a little unsure about her actions. If this happens, Jazmin turns to her colleagues and knows that she has their support.

Through her job at Ada’s, Jazmin says she feels more fulfilled and thinks highly of herself. “I like knowing that I can take a bus and a train, get to work and meet so many people”. Talking to customers and her team, makes Jazmin feel confident. “I love talking to customers! Especially when they compliment my hair or nail paint!”

Jazmin hopes that other girls like her, who took special ed classes in high school and have learning disabilities, will find a place like Ada’s to work. Jazmin’s message to other girls like her is to "Work hard, get the right training and find a job where the team is as nice as Ada’s". Most importantly she says, “Ask for help. It will let you find opportunities you won’t expect”

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Access Earth at the Zero Project Conference

10/3/2017

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ACCESS EARTH

We are pleased to announce that our partner “Access Earth” has been chosen as a finalist for the Zero Project 2018.

Access Earth is a global Trip Advisor or Yelp for accessibility information. Based out of Dublin, Ireland, Access Earth has developed an app that lets people rate the accessibility of public places like hotels, restaurants, gardens etc.

The app helps people who use mobility devices or have disabilities find well reviewed public spots where they are comfortable and welcome.

Ada’s has partnered with Access Earth to further our common mission to empower people with disabilities. We have been conducting research to understand needs of the users of this app (People with disabilities, accessibility needs, caretakers of people with accessibility needs), which has helped in adding and sharpening features on the app.

Access Earth has now been chosen to attend the Zero Project 2018 conference at the United Nations headquarters in Geneva, early 2018. Zero Project is an initiative of the Essl Foundation, focused on the rights of persons with disabilities globally. It provides a platform where the most innovative and effective solutions to problems that persons with disabilities face, are shared.

We are extremely excited for Access earth and wish them the best of luck!

We will be sharing a detailed look into our research efforts shortly. Stay tuned!

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Designing a user friendly website

8/14/2017

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Old Website

New Website

For most organizations, websites are the first point of contact with the rest of the world. Websites not only share the mission and work, but also help create a brand, which in turn helps define the identity of the organization.

Like other types of organizations, non-profits also benefit from well designed websites. Building a good website helps non-profits create an online entity, interact with various stakeholders, start campaigns, and ask for donations.

Unfortunately, many organizations end up with websites which are difficult to navigate, don't provide the right information, and as a result lose out on engaging with their customers, donors or stakeholders. For non-profits which depend on donations and need visibility to grow, a bad website can have lasting effects.

At Ada's, our website showcased our mission, cafe, menu, catering service, and ways to donate. However, there were some obvious shortcomings which led to poor engagement with our website and high drop off rates.

With the aim to identify existing issues on the website and ideate on new features, we invited users to spend an hour with us to share their feedback and suggestions. We conducted one on one interviews and usability tests which helped us redesign the website. We asked interviewees questions focused on their interpretation of the content and their take away of Ada’s as a brand. We also had them perform tasks to reveal the website’s degree of usability.

The first usability tests indicated that we needed to revise and shorten our content. The main mission got lost between long paragraphs and disjointed snippets of information.

We also discovered that several pages on the website were difficult to navigate and confused the users.
Through the research we were able to identify what users wanted on the website (Call to Actions like Donate, Visit and Catering), what they disliked (Clunky slideshows, old school feel to the text and pictures) and also how they navigated the website.

With the above insights we redesigned the website and followed it up with another round of research sessions, this time incorporating the the Rapid Iterative Testing and Evaluation method (RITE.). Championed by Michael Medlock, Dennis Wixon, Bill Fulton, Mark Terrano and Ramon Romero, this method advocates for rapid changes to a product prototype as soon as a problem and solution are clear.

Using the RITE method we made several iterations before creating the version which is currently live. Our final version took into account more specific feedback like replacing certain images and editing content.

Overall, the new website helps Ada's showcase its mission, provides the right information about its cafe's and business, helps define the brand as 'warm and community oriented' and makes the donation process easier.

Additionally, users reported that the new website had a pleasant design, was easy to use, provided them relevant information (putting in a catering order, checking prices on the menu), and helped them understand the valuable and impactful work being done by Ada’s.

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Changes in the lives of adults with disabilities after employment

8/3/2016

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One of our prime focus with research has been to elevate the quality of life for our associates. Employment brings in dignity and a sense of purpose for people with disabilities, who are often left on the sidelines.

A research question which therefore came up was- “How do the lives of adults with disabilities change after gainful employment?”. We wanted to discover what small and big changes our employees reported in their lives, after starting to work at our Cafe/Kitchen.

We set out on this task by interviewing all of our employees, both with and without disabilities. Using a questionnaire and through one on one interviews, we asked our employees questions about their background, their interests, their experience working in the cafe or the kitchen, their hopes and dreams and also their assessment of their current lives.

Through our interviews we found that there was a sweeping sense of warmth and comfort associated with being on the job for all employees. Our associates with disability reported the following as the biggest changes they personally experienced.

Higher sense of purpose- Many of the employees previously struggled with having a sense of purpose to their everyday lives. Many had structured lives, but no exciting vocational challenges. At Ada’s, associates do meaningful work which drives them to improve their performance and increases engagement at work.

Sense of independence- Walking up to a customer and serving them a coffee, gives our associates a unique sense of independence. Not only does it make the associates feel personally competent, it also makes them realize that people depend on them.

Empowerment- Handing out the right change to a customer or arranging the chairs around the cafe unsupervised are examples of activities which the employees with disabilities say make them feel empowered. This feeling of empowerment gives them the confidence to learn new skills both at and outside of work.

Being a part of a team- For most of the employees, Ada’s was the first place where they felt like a part of a team. Through training and development with the rest of the team, a sense of collective pride and friendship has formed within the team. Working towards common goals and by learning through each other, the employees feel deeply connected to one another and consider each other as close friends.

Financial independence- One of the more prominent changes which has had a trickle down effect in the lives of our employees, has been the ability to earn a living. Financial independence has allowed some of the employees to take better care of themselves. For instance, one employee was able to buy herself a mattress for the first time. For some others, financial independence means being able to make more holistic decisions about their lifestyle.

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Customer Experience at Ada’s

6/3/2016

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At our cafe, customers come first. Since the day we set up shop, we have always kept our customers as our top priority, and have taken note of the best practices to keep them happy. Happy customers have a direct effect on our ability to hire and train adults with disabilities.

To explore Ada’s unique customer experience, we started asking ourselves questions like "Are customers at Ada’s happy?" "Do they support our mission?" "Do they like our coffee?".

Personal experiences, feedback and observation of the customers led to a general idea about customer satisfaction within the team. By tracking the feedback and experiences over the last two years, we knew for instance, that customers loved the 'Wonderful Wendy Sandwich', that they enjoyed our outdoor seating and that sometimes speed of service was an issue.

But, we wanted to go a step further. How could we better understand what was working and what was not?

To investigate customer experiences/satisfaction, we conducted a series of in-depth interviews with our customers. Our interviewee demographic ranged from high school students to senior citizens who have been Palo Alto residents for over 50 years. Our interviewees had diverse backgrounds and hailed from over 5 different countries.

We asked our interviewees several questions about their experiences, memorable moments, criticisms and suggestions for the cafe.

Here are some of our biggest learnings:

1. Business first
Our biggest learning was that to our customers, we were a business first. Our customers expect us to maintain our food and service quality, independent of our mission. The speed of service, consistency in the food, positive interactions with our employees, along with appreciation of the company’s mission are what our customers rated as the most important reasons to keep coming back to Ada’s.

2. Comfortable with Diversity
The majority of our interviewees indicated that they were extremely comfortable being served by employees with disabilities. For those familiar with Ada’s, the opportunity to interact with the employees was welcome and had positive feelings attached to it. There were also a few customers, who reported having no idea that the majority of our cafe employees had any type of disability. Despite their lack of knowledge, their assessment of Ada’s and the employees was still positive.

3. Emphasize with the mission
We were surprised to find that many customers, though dimly aware that some employees at Ada’s had developmental disabilities, did not know that one of Ada’s missions was to hire and empower people with disabilities. The takeaway therefore was the need to better communicate this mission to our customers, within the cafe and through the website. Spreading the word about how Ada’s came to be and what it stands for is an important way to build a community around us, enhance our customer relationships, and strengthen customer loyalty.

This study indicated that customer experience is directly tied to our performance as a food service business, that our employees help improve the quality of interaction in the cafe and that our customers will view our establishment more positively if they are aware of our mission.

These takeaways resulted in our decision to have more visual communication about our mission, increase the ways in which our employees interact with the customers and plan on introducing mission oriented customer engagement strategies.

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Blog

Winner of Tall Tree Award-Palo Alto, 2018!

Ada's - Access Earth Research Collaboration

See you at the United Nations!

Meet Jazmin!

Access Earth at the Zero Project Conference

Designing a user friendly website

Changes in the lives of adults with disabilities after employment

Customer Experience at Ada’s

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