Exploring Mediation of Assistive Wayfinding Technologies Through Professional Organizations for People Who Are Blind or Have Low Vision

Abstract

Introduction: This study explores the role of professional service organizations serving individuals who are visually impaired (i.e., people who are blind or have low vision) in mediating training and introduction to assistive wayfinding technologies for their clients in New York City (NYC). Methods: A mixed-method, “small-n” study design based on five semistructured interviews, ethnographic observations, and two focus groups with professional organizations and their employees was utilized to better understand how organizational and broader field dynamics mediate end users’ adoption of assistive wayfinding technologies into their daily routines. Results: Organizations for visually impaired people and professional orientation and mobility (O&M) specialists negotiate safety and reliability concerns, clients’ daily needs, and limitations imposed by funding, training, and access to new wayfinding technology. Their embedded expertise and stance toward new technology can widen or restrict adoption among end users. Additionally, federal and state guidelines and funding caps focused on “productive tools” misaligned business incentives in technology development, and a proliferation of technology expertise in organizationally adjacent spaces shape how professional organizations mediate wayfinding technology. Discussion: Constraints in the technology development process are not unique to NYC or the United States and may point to deeper systemic challenges: Lack of processes that integrate feedback of and the input of end users early and consistently into the development cycle of technology oftentimes constrains service providers. Implications for Practitioners: More collaboration between professional organizations serving visually impaired people and researchers could improve adoption of new technology. Service providers would also benefit from more training in assistive wayfinding technology; if coordinated across organizations, educational institutions, and service providers to develop systems and structures that equip the future next generation of professionals for oncoming technology challenges. Improving the adoption of wayfinding technology would also likely require local and federal policy changes.