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User Insights for Better and More Inclusive Online Public Services: A Survey Study
Till Halbach1, Kristin Skeide Fuglerud1, Mikael Snaprud2
1Norsk Regnesentral.
Studies in Health Technology and Informatics
|September 8, 2022
Summary
This study explores building accessible, secure, and private online public services. It identifies challenges faced by users with disabilities and proposes inclusive design solutions for better digital public services.
Area of Science:
- Digital Public Services
- Human-Computer Interaction
- Accessibility Research
Background:
- Public online services must meet EU Web Accessibility Directive, security, and privacy standards.
- Users with disabilities often face significant challenges accessing and utilizing digital public services.
- Effective feedback mechanisms are crucial for service improvement but can be inaccessible.
Purpose of the Study:
- To analyze the challenges impaired users experience with current public online services and feedback mechanisms.
- To propose design strategies for creating more usable, inclusive, and accessible digital public services.
- To ensure public services are not only compliant but also actively used by all citizens.
Main Methods:
- Conducted an online survey targeting users with disabilities interacting with the Norwegian Labour and Welfare Administration's online services.
- Collected user feedback on current challenges in accessing public services and providing feedback.
- Analyzed survey data to identify specific barriers and opportunities for improvement.
Main Results:
- Identified key usability and accessibility barriers in current public online services for impaired users.
- Highlighted specific difficulties users encounter with feedback mechanisms.
- Gathered insights into user needs for more inclusive digital service design.
Conclusions:
- Accessible and inclusive design is paramount for the effective use of public online services.
- Addressing user-identified challenges in feedback processes can enhance service quality and user engagement.
- Implementing user-centered design principles ensures compliance and promotes equitable access to public digital resources.
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