digital inclusion at the home office: public services for all

Digital, Data and Technology

Digital inclusion at the Home Office: public services for allKaty ArnoldHead of User Research and DesignHome Office@katyarnie

Build accessible services for everyone


At the beginning


Hired a lot of amazing people


“I’ve never felt so disabled…”


Setting a high bar


Person with an access need in each round of user research

1


Including people with access needs makes you a better researcher


Supporting innovation

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Designing for users on the

autistic spectrum

Don’t use figures of speech or idioms

Digital, Data and Technologyhttps://github.com/UKHomeOffice/posters/

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Designing for all makes you a better designer


Example: Passports


Renew my passport


260usability sessions

4692pieces of qualitative

feedback from satisfaction survey

14home visits

29participants in the AD

high street walk-inpilot

11phone

interviews

9remote test sessions via Skype

10people with

facial disfigurement

10paired sessions with AD people

10people with

visual impairments12

people with dyslexia

3people with

ADHD

8deaf people


“But this is what I look like!”


Thank you!

Katy ArnoldHead of User Research and DesignHome Office@katyarnie