The importance of actively involving end users, with or without disabilities, in the design and development of public digital services cannot be overstated. Despite being highlighted in key EU accessibility policies, this practice remains underutilised. This paper explores strategies to facilitate and mainstream user involvement early in the design process, in order to achieve inclusion.
Introduction
In recent years, there has been a growing recognition of the importance of accessibility in the design of public digital services to ensure full inclusion and equal participation. However, achieving true accessibility requires more than just compliance with legislation – rather, it entails actively involving end users, especially those with disabilities, throughout the design and development process.
User-centred design (UCD) is a human-centred approach that prioritises the needs, preferences, and limitations of end users in the design and development of products and services. At the heart of UCD lies the concept of user involvement, which entails actively engaging users throughout the design process to ensure that the final product or service meet their expectations and fulfils their requirements. While the approach is advocated in EU accessibility directives and standards, it is often overlooked in practice.
By adopting the principles outlined in user-centred design, public sector organisations stand to gain significant benefits including enhanced user satisfaction, improved usability, and full compliance with legal requirements, ultimately contributing to a more inclusive society.
This Digital Brief examines the state of the art of user involvement in design and provides practical examples of how potential barriers can be overcome.
State of the Art
The inclusion of users of all abilities in the design and development of products and services is essential for maximising the potential of digitalisation. Embracing a more inclusive approach will not only ensure a better return on investment for both taxpayer-funded initiatives and commercial enterprises but also enhance the overall user experience and accessibility.
The buyer’s perspective
Anyone who creates a product or service wants it to be both used and useful. Especially in the public sector, the goal is for it to be used by as many people as possible – sometimes within a specific user group but more often the target audience being “everyone”. Therefore, understanding the needs and expectations of the future users is one of the most crucial aspects of the development process. Still, many organisations do not to actively gather input from users. According to a report from the Nielsen Norman Group, 90% of companies surveyed acknowledge the importance of user research but only 40% regularly conduct it. The actual users are not regularly invited to have their say, and persons with disabilities are even more rarely involved. When it comes to the public sector, there is less comparable data, but little indication that the situation there would be much different.
The reason for minimal user-involvement is often claimed to be lack of time and (or) money.
There are also misconceptions that it might be extra costly to bring end users with disabilities in the development process and/or user testing, as well as claims that it is difficult to find users with disabilities to involve. But people with disabilities are just as happy to do testing as anyone else, as long as they are treated fairly and are offered compensation.
Another justification, heard more often in the private sector but surprisingly often also in the public sector, is that the target audience does not contain people with disabilities, or that it is just a very small part of the potential users. In some cases, the idea of testing with people with disabilities has not even occurred to the responsible executives in charge of the development and testing process. However, accessibility is not a question that only concerns a minority of the population. If we live long enough, everyone will experience some kind of reduced ability. Some experience permanent disabilities, others – temporary impairments. All of us sometimes face situations where we have accessibility needs, for example in bright sunlight when contrasts need to be good enough to determine what it says on the screen, or on the bus, when buttons and links need to be separated enough to click only one at a time, on a small screen smartphone when everything is moving around us.
Website owners cannot predict who will use their services, or how, but engaging with users will provide them with essential information that can help them make the interface usable and useful for as many people as possible.
The legal perspective
European legislation on digital accessibility requires end user involvement. The implementing acts of the EU Web Accessibility Directive, which came into force in 2016, require the involvement of end users with disabilities in selecting which websites and apps to monitor, as well as feedback from end users as a driver for improvement at website owner-level.
The European Commission’s 2022 review of the Web Accessibility Directive (WAD) shows that although some progress has been made, significant gaps remain in the practical implementation of these requirements. Many public digital services still fall short of fully engaging end users with disabilities, resulting in digital environments that are not fully accessible or inclusive.
One crucial component of the Web Accessibility Directive is the mechanism for user feedback. This mechanism requires public sector bodies to provide a clear and accessible way for users to report accessibility issues and request information in accessible formats. Users must be able to easily find and use feedback forms, contact details, or other means to communicate their experiences or difficulties. The Directive stipulates that organisations must respond to feedback within a reasonable timeframe and take appropriate actions to address reported issues. This feedback mechanism is intended to create a continuous loop of improvement, ensuring that digital services remain inclusive and accessible.
The study supporting the review of the Web Accessibility Directive notes that the usage and effectiveness of the feedback mechanism varies across Member States. Several reasons for the limited effectiveness of the mechanism have been identified in the study (European Commission, 2022):
- Lack of awareness: Many end users and user organisations are unaware of the possibility to provide feedback.
- Inconsistent implementation by public bodies: The feedback mechanism is sometimes missing or implemented in an inaccessible manner.
- Lack of competence and resources: Public bodies may lack the resources and expertise on how to properly address and resolve the feedback received from persons with disabilities.
- Lack of enforcement: Monitoring and enforcement mechanisms often do not have in focus the availability and accessibility of the feedback mechanism.
- Other reasons: The most common reasons given by users for not giving feedback were:
- users believe feedback does not have an effect;
- users did not know how to give feedback; and
- users did not have time to do so.
Know-how on user-centred design
One of the factors cited among the barriers for user-centred design is that many organisations lack the expertise to conduct user testing with persons with disabilities. This may be true both for the procuring public body and the selected ICT-supplier.
Building Competence
To build competence in this area, training programs and workshops can be developed to equip designers and developers as well as website owners with the necessary skills and knowledge. These training programs can cover topics such as disability etiquette, assistive technologies, and methods for conducting inclusive user research. Additionally, mentorship programs can be established to connect experienced practitioners with organisations seeking to improve their competence in user involvement.
The lack of competence and insight into the importance of conducting user research involving persons with disabilities is related to the fact that most university programmes for students of UX do not systematically teach future UX professionals how to conduct user research in an inclusive and accessible way. To address this gap, a recent EU-funded project has developed training courses for UX students on how to involve persons with disabilities in user testing. A range of other initiatives on local, regional, national, and EU level are also underway.
For companies and public bodies that are unsure about how to implement user-centred design, there are both standards and proven recommendations that offer guidance, and can therefore be explored.
Standards
The harmonised European standard EN17161 ‘Design for All – Accessibility following a Design for All approach in products, goods and services – Extending the range of users’ is a procedural standard describing how to achieve accessibility using a Design for All approach, in order to extend the range of users. This standard provides a comprehensive framework for integrating accessibility considerations into all stages of product and service development. This standard facilitates a continuous process of improvement and management of the accessibility and usability of products and services. Designed to be applicable to organisations involved in the design, manufacturing, and provision of products and services, the standard may support economic operators in scope of the Web Accessibility Directive or the European Accessibility.
Practical Recommendations
Reviews of best practices from literature and case studies have identified the following practical recommendations are provided for involving users with disabilities Before, During, and After testing:
- Communication and Outreach: Proactively reach out to communities and organisations representing persons with disabilities to inform them about participation opportunities.
- Getting There/Instructions: Provide clear instructions and assistance for users to participate in testing sessions, including accessible transportation options.
- Use of Assistive Technology: Ensure that testing environments are equipped with a variety of assistive technologies to accommodate different disabilities.
- Disability Etiquette: Train staff on disability etiquette to create an inclusive and respectful environment for all participants.
- Compensation: Offer appropriate compensation to participants for their time and expertise.
- Feedback: Collect and act on feedback from participants to continuously improve the design and development process.
Addressing systemic barriers to user involvement
In addition to investing in the increase of competence and know-how, there are several ways in which organisations can facilitate the process of involving persons with disabilities in user testing by addressing barriers on a systemic level.
Raising Awareness
One of the primary barriers is the lack of awareness among organisations about the importance and benefits of user involvement. To address this, it is essential to conduct awareness campaigns that highlight successful case studies and provide evidence of the positive impact of user involvement on accessibility and user satisfaction.
Additionally, training programs can be developed to educate designers, developers, and policymakers on the principles of user-centered design and the importance of involving users with disabilities. These programs can be integrated into professional development courses and academic curricula to ensure a broad reach.
Resource Allocation
Organisations often perceive resource constraints as a significant barrier to user involvement. To overcome this, it is important to highlight the long-term benefits of investing in user involvement, such as improved accessibility, reduced need for costly redesigns, and enhanced user satisfaction. For example, municipalities focusing on employing people with disabilities have reported raised awareness and less need for external suppliers to set up testing.
Furthermore, funding opportunities and grants can be established to support organisations in conducting user involvement activities. Government agencies and non-profit organisations can play a crucial role in providing financial and logistical support to facilitate user testing and research. For example, the Erasmus+ program encourages end user involvement, but there could be stronger incentives or even requirements added to the evaluation process.
Finding and Engaging End Users
Finding end users with disabilities who are willing and able to contribute to the design process can be challenging. To address this, organisations can partner with disability advocacy groups and community organisations to reach a broader audience. These partnerships can help identify potential participants and encourage their involvement through targeted outreach and engagement strategies.
Moreover, creating an inclusive and supportive environment for user involvement is essential. This includes providing clear information about the purpose and benefits of participation, ensuring accessibility of testing venues, and offering compensation for participants’ time and expertise.
Future Directions
To further enhance user involvement in the design of public digital services, several future directions can be explored.
Leveraging Technology
Advancements in technology can be leveraged to facilitate user involvement. For example, remote user testing platforms can enable users with disabilities to participate in testing sessions from the comfort of their homes. These platforms can, in combination with client-based assistive technology, provide accessibility features such as captioning and real-time transcription to ensure an inclusive testing environment.
Additionally, the use of artificial intelligence and machine learning can help analyse user feedback and identify common accessibility issues. These technologies can provide valuable insights that can inform the design and development process.
Policy and Legislation
Policymakers can play a crucial role in promoting user involvement by enacting legislation that mandates the inclusion of end users with disabilities in the design process. Such legislation can establish clear guidelines and standards for user involvement and provide enforcement mechanisms to ensure compliance.
Moreover, policies can be developed to incentivise organisations to adopt user-centred design practices. For example, government contracts and funding opportunities can prioritise organisations that demonstrate a commitment to involving users with disabilities in their design processes.
Research and Innovation
Ongoing research and innovation are essential to advance the field of user-centred design and accessibility. Research studies can explore new methods and best practices for involving users with disabilities and evaluate their impact on the accessibility and usability of digital services.
Innovation in assistive technologies can also play a significant role in enhancing user involvement. For example, developing new tools and devices that facilitate user testing and feedback collection can make it easier for users with disabilities to participate in the design process.
Conclusion
Actively involving end users with disabilities in the design and development of public digital services is essential for achieving accessibility and inclusion. By implementing strategies to facilitate user involvement and mainstreaming accessibility considerations, organisations can create digital services that are accessible to all users, regardless of their abilities. By embracing the principles of Design for All and prioritising user involvement, society can move closer to realising the vision of an inclusive digital society.
Through raising awareness, allocating resources, engaging end users, and building competence, organisations can overcome barriers to user involvement. Additionally, leveraging technology, enacting supportive policies, and fostering research and innovation can further enhance user involvement and contribute to the creation of accessible and inclusive public digital services. By committing to these efforts, organisations can ensure that public – and commercial – digital services are designed to meet the needs of all users, ultimately leading to a more inclusive and equitable society.
About the author
Susanna Laurin is the Chair of the Funka Foundation, a Research and Innovation Center focusing on end user involvement, disabilities, empowerment and accessibility. She has been a thought leader in the field of digitalisation, inclusion and e-government for more than 20 years and she is a frequent international lecturer and debater.
Susanna is the Chair of the ETSI/CEN/CENELEC Joint Technical Body on eAccessibility, responsible for the development and update of the EN301549, to reflect presumed conformance of the Web Accessibility Directive and the upcoming European Accessibility Act. She is also the co-founder and Representative to the EU of the International Association of Accessibility Professionals (IAAP).