Sony aimed to ensure the out-of-box experience (OOBE) for its LinkBuds Open earbuds was inclusive, particularly for users with visual and dexterity impairments.
As part of a Human-Centered Design and Engineering (HCDE) course at the University of Washington, our team of four collaborated with Sony to evaluate the packaging’s accessibility, focusing on the Guide for QR tactile element—a feature designed to help users locate and scan a QR code for setup instructions. Our goal was to identify usability barriers and propose actionable improvements to enhance inclusivity.
Objective
To assess how well the Sony LinkBuds Open packaging, particularly the Guide for QR tactile element, supports an accessible and efficient unboxing and onboarding experience
Scope
The study concentrated on the Sony LinkBuds Open packaging, with a primary focus on the Guide for QR tactile element and tutorial content access.
Guide for QR is a set of indicators that allow users to identify the location of a QR Code on the packaging of Sony’s audio products.
This feature—a square frame of four L-shaped tactile markers surrounding a QR code—is designed to assist users in locating and scanning the QR code to access setup instructions. Our study aimed to assess how well this feature supports an inclusive unboxing and onboarding experience for users with certain disabilities.
Guide for QR element on the Sony LinkBuds Open packaging
Despite advances in assistive technology, users with disabilities still encounter challenges in interacting with devices designed for the general population.
As Sony Group is working to ensure the OOBE (out-of-box-experience) is an exciting one for all users, they are striving to develop products and services that incorporate accessibility. This evaluation responds to growing industry emphasis on universal design, ensuring products like the LinkBuds Open meet the needs of a wide audience, including those with disabilities.
What usability challenges do diverse users face with the packaging design?
How easily can users locate and scan the QR code, and what visibility, placement, or tactile issues arise?
What barriers exist in accessing and navigating the tutorial video or help article via the QR code, and how can these be addressed?
We recruited six participants, targeting two user groups:
Users with visual impairments (blind or low vision).
Users with limited hand mobility (e.g., arthritis, paralysis).
Our Participant Profiles
We conducted six 70–75-minute moderated sessions in an accessible UW library room.
Participants unboxed the LinkBuds Open and scanned the QR code naturally, using think-aloud protocols across multiple task paths. Recorded data with Zoom and Hovercam, minimizing intervention to preserve authenticity.
Package Opening
Guide for QR and QR Code Interaction
Tutorial Video Access
Envisioned Interaction Map
P3 and P4 in their test sessions
We analyzed qualitative (think-alouds, reflections) and quantitative (task times, success rates) data via affinity diagramming to cluster themes.
I worked mainly on analyzing data for the QR interaction and Guide for QR tactile element.
Severity Rating System
To evaluate the impact of usability issues, we applied a four-level severity rating scale adapted from usability research standards. Severity ratings help us prioritize and address issues based on their impact on usability, ensuring a better user experience. Ratings focus on the task outcome, with participant experiences providing context for each issue’s scope and nature.
Finding 1
Users had a hard time recognizing and scanning the QR code.
Frequency: 3/6 Participants, mainly affecting users with visual impairments; Scope: Guide for QR and QR Code Interactions
Task Times Comparison & Observation
0 out of 2
noted that the QR code was too small for them to notice and scan.
– P2 (participant with hand dexterity issues)
Finding 2
The purpose of the Guide for QR element was unclear.
Frequency: 1/6 participants, affecting a user with visual impairments; Scope: Guide for QR and QR Code Interactions
Task Observation & Feedback
– P3
was the time it took for P3 to acknowledge the Guide for QR tactile element.
was the time it took for P3 to recognize the QR code nested inside*.
* after assistance from session moderator
Finding 3
Users found the Guide for QR element difficult to be recognized by touch.
Frequency: 1/6 participants, affecting a user with dexterity issues and weakened eyesight; Scope: Guide for QR and QR Code Interactions
Despite not being diagnosed with any visual impairment, P6—an older participant with diabetic neuropathy, causing numbness in their fingers—mentioned having weakened eyesight due to old age, which led to difficulty perceiving smaller printed information using vision. Therefore, P6 was also one of 3 participants that would need to partly rely on tactile elements to complete the usability task.
Task Times
was the time it took for P6 to see the QR code*.
* after assistance from session moderator
* after assistance from session moderator
– P6
Finding 4
Users had difficulties navigating to the tutorial video.
Frequency: 5/6 participants; Scope: Tutorial Video Access
Task Observation & Feedback
participants did not watch the tutorial video prior to prompting from session moderators.
participants with visual impairment failed to find the tutorial video, even with assistance from session moderator.
2 out of 2
Other Findings
Users had difficulties accessing the accessory compartment.
Medium Severity; Frequency: 4/6 participants; Scope: Package Opening
Users tended to knowingly ignore the QR code.
Low Severity; Frequency: 2/6 participants, pattern among tech-savvy users; Scope: Guide for QR and QR Code
Users found the sticker tab at the bottom of the outer package difficult to pull.
Low Severity; Frequency: 2/6 participants; Scope: Package Opening
The tutorial video only has background music and no voice guidance.
User Wish; Frequency: 2/6 participants, mainly affecting users with visual impairments; Scope: Tutorial Video Access
The small sample size of six participants, while diverse in terms of disabilities, does not fully capture the spectrum of accessibility needs.
A larger participant pool, including individuals with a wider range of visual and motor impairments, would yield more comprehensive insights into the Guide for QR’s effectiveness.
Future Considerations
Exploratory Research
Explore different tactile design, tutorial video, packaging design, QR code placement, and size variations
Further Refine Research Scope
Focusing on one specific group of people with disability to gain deeper into accessibility insights
Diversify within one user demographic
Diversify participants pool further in ages, preferred devices or assistive technologies
Ending the case study with session shenanigans ~
2025
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Microsoft
Ongoing, 2026
Research and design verifiable AI agents for video conferencing workflows in organizational contexts
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