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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.
Abstract:
This work discusses how to build online public services and feedback mechanisms such that they are usable and are actually used, while fulfilling the requirements for EU's Web Accessibility Directive, security, and privacy. By means of an online survey among impaired users of the Norwegian Labour and Welfare Administration's online services, it is analyzed which challenges these users experience with public services and feedback processes as of today, and how both can be designed for better and more inclusive online services.
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