Equity + Access

Did You Know?

Many people do not own computers and only access public services from a mobile device.

Limited English proficiency and low literacy levels can hinder individuals’ ability to access and navigate digital services.

People who require digital accessibility, such as those with visual impairments or mobility limitations, often encounter inaccessible interfaces and pages.

“Government must deliver services more equitably and effectively, especially for those who have been historically underserved.”

2021 Federal Executive Order on Customer Experience and Service Delivery

Insights + Recommendations

Even the playing field

Designing government services that work for everyone means no one should have to hire a third-party to help them navigate systems.

Provide equitable access

Design inclusive public services to meet the diverse needs of all users, including those with language and accessibility limitations.

Design for mobile users

Optimizing the mobile customer experience creates more equitable access for customers who do not own home computers.

Design for multiple languages

Structuring content, data, and writing levels for language translation tools creates more equitable access for non-English speakers.

Optimize for performance

Prioritize speed and performance to better serve users who lack access to broadband due to location or socio-economic status.

Build trust

Designing for multilingual scaling and accessible, mobile interfaces builds trust with historically underserved audiences.

Methods

Equitable access relies on understanding the needs of your audience and designing to meet them.

Usability research and testing

Qualitative and quantitative data gathering

User/customer insights gathering and analysis

User/customer journey mapping

Audience persona development

Prototypes and usability testing

Research synthesis and reporting

Accessible UX / UI patterns

Mobile-friendly, responsive design

Multilingual interface

Human-centered design

Content strategy

Related Work

NYC MyCity Design System