Build services that are usable and equitable for all.
Accessibility is important because it allows services to give equal access to all citizens, comply with legal requirements, foster inclusivity, enhance user experience, avoid discrimination, and contribute to government credibility, cost savings, innovation, and international reputation.
There could be significant interdependencies between UI components for different accessibility requirements. The World Wide Web Consortium and Web Accessibility Initiative have developed standards for considering the needs of developers (WCAG, ATAG, UAAG), authoring tools, accessibility evaluation tools, and guidelines on how to make user agents (browsers, browser extensions, media players, readers) accessible to users.
Involve a diverse user group in the design
Support multiple languages
Analyse user demographics data to determine the languages spoken by your users. This data can be obtained through user surveys, usage data analysis, or from market research. You may also find legislation for languages the government must support.
Read more about using data to make decisions.
Consider the feasibility and utility of providing multilingual support. This includes the translation of key content, interface elements, instructions, and forms into the most commonly spoken languages of your user base. Automated translation services can be a cost-effective starting point, but human review is essential to ensure cultural appropriateness and accuracy.
Even in the primary language of the service, avoid using complex jargon and technical terms. Use plain, simple language that can be easily understood by a broad audience. This will also facilitate more accurate translations.
Implement language detection based on the user's browser or system settings and offer the option for users to manually set their language preferences.
Use the Accept-Language HTTP header to detect the language preferences set by the user in their browser or device settings. This can give you a default language to serve to the user initially.
Store the user's language preference (in cookies or user profiles) so that you can load the website or app in their preferred language in subsequent visits or sessions.
Options to switch languages are clearly visible and easily accessible across all pages of the service. Users should not have to search or dig deep into settings to find this option. See the design pattern for switching languages.
If you're offering support for languages that are read right-to-left (like Arabic or Hebrew), make sure your user interface can handle that transition seamlessly. This is not just about text direction; UI elements and navigation should also mirror to offer a consistent RTL experience.
Read more about using frontend frameworks.
Foster a culture of inclusivity within the team and encourage ongoing education and awareness of inclusivity and diversity's best practices. [resource on co-design]
Accessible design isn't just for users with disabilities - it enhances usability for all users. Simple features like captions or clear language can help everyone.
Accessibility isn't just about permanent disabilities. Users may experience temporary or situational impairments, like a broken arm or a bright environment, where accessibility features can improve their experience.
Accessible design is particularly important for older adults who may experience changes in vision, hearing, and motor skills. Designing with accessibility in mind ensures your service is user-friendly for all age groups.
In many places, accessibility is not just an ethical duty but also legally required. Providing accessible services ensures everyone can use your service, regardless of their abilities.
Accessible design often results in more robust and flexible services. By prioritising accessibility, you make your service more resilient to future changes and adaptable to different technologies or platforms.
Incorporating accessibility from the start of the design process is efficient. Retrofitting accessibility features later can be more time-consuming and costly. Make accessibility a foundational part of your design process, not an afterthought.
Ensure your user testing and feedback collection includes a diverse range of users. Include users with disabilities and those from various backgrounds and experiences. This approach helps identify potential accessibility and inclusivity issues that might be overlooked by individuals without these experiences.
Inclusive Design Toolkit from Microsoft
To create a service that caters to all users, you must understand their unique capacities. Consider factors like:
Time available
Financial situation
Ease of access to an interface (device or person)
Interface capability and confidence
Service process-related confidence
Awareness of the service, its purpose, and access options
Ability to comprehend information
Mental health/emotional capacity
Trust in service robustness, security, reliability
Ability to provide required information
Willingness to use the service, at all or in the most cost-effective way
With this understanding, identify the potential barriers users might face when accessing and using the service. These barriers could be,
Physical: Disabilities that affect a person's ability to interact with interfaces.
Technological: Limited access to high-speed internet, up-to-date devices, or the latest software.
Cognitive: Cognitive impairments, learning disabilities, or language barriers that make the service hard to understand or use.
Economic: Economic limitations that restrict access to necessary technology or internet access.
Geographical: Limited internet access in rural or remote areas, or cultural or language differences in different regions.
Privacy and Security: Concerns about personal data usage or protection.
Having understood user capacity and potential barriers, you should design your service to be as inclusive as possible. This could involve simplifying processes, offering alternative access methods, or providing additional support where needed.
While digital public services offer many benefits, they may not be suitable or preferred for all users. Some users may lack the necessary technology or digital literacy, while others may simply prefer traditional methods. In these cases, consider offering alternative mechanisms for accessing the service, such as phone support or physical locations.
In all aspects of your design process, ensure principles of Gender Equality and Social Inclusion (GESI) are adhered to. It means your service should be accessible and fair to all users, irrespective of their gender, age, ethnicity, disability status, income level, etc.
Example
In a public healthcare service, implementing GESI principles led to the development of a more inclusive appointment scheduling system.
It was noticed that many women, especially from lower-income backgrounds, were unable to attend appointments during standard working hours due to their caregiving responsibilities. By extending service hours to evenings and weekends, and providing childcare services, the service became more accessible to this demographic, significantly increasing attendance rates.
Further reading:
Make sure that the implementation of the Building Blocks and the overall digital government service meets the Web Content Accessibility Guidelines (WCAG) standards for accessibility.
WCAG provides a set of internationally recognised guidelines for creating accessible web content. Familiarise yourself with the guidelines to ensure your service meets the necessary accessibility requirements.
Web Content Accessibility Guidelines (WCAG)
Test the service using accessibility tools to identify and address any accessibility issues. These tools help simulate the experience of users with disabilities and uncover potential barriers.
Consider using screen readers, keyboard navigation, and colour contrast checkers, among other tools, to ensure your service is accessible to all users.
Service manual from the United Kingdom's Government on how to test for accessibility.
If you encounter complex accessibility challenges or require specialised knowledge, consider seeking expert assistance or consultation. Accessibility experts can provide guidance and support in ensuring your service meets the highest accessibility standards. They can help identify and address accessibility issues specific to your service and provide valuable insights throughout the design and development process.
Further reading: