Overcoming Barriers
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.
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.
Guarantee access
Design public services to meet the needs of all users, including those with language and accessibility limitations.
Design for mobile users
Optimizing the mobile experience ensures easy access for customers without home computers.
Design for multiple languages
Structuring content, data, and writing for language translation tools ensures greater 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
Accommodating all user needs through accessibility, multilingual support, and responsive design removes barriers to effective service delivery.
Methods
Overcoming barriers 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
