In a rapidly evolving digital world, digital services have taken significant strides to provide more convenience to the public. Digitalization has the potential to streamline processes, increase efficiency, and make information and services more readily available. However, a key aspect that must be thoughtfully considered and appropriately integrated within this digital shift is accessibility.
In my role I frequently encounter a persistent misconception about accessibility: it's only about accommodating the disabled. This thinking, though well-meaning, limits the scope and impact of accessible design.
In truth, accessibility isn't just about providing for a minority; it's about ensuring inclusive and equal access for everyone, accounting for a multitude of situations in life.
Understanding Accessibility in Digital Services
Accessibility in digital services means making sure that anyone and everyone can access and use these services, regardless of physical, cognitive, or technical abilities.
It means building systems that are easy to understand and navigate, even for those who are not tech-savvy, such as the elderly. It means considering a rural citizen with limited internet connectivity, or the busy parent who needs to access services on the go through a mobile device.
Accessibility is about universal usability, considering all possible users and potential scenarios.
Why Accessibility Matters
- Inclusive Society: Digital services are usually meant for all people. By ensuring that these services are accessible, we embody the principle of equal opportunity, embracing diversity and inclusion in a very practical sense.
- Expanded Reach: By designing with accessibility in mind, we're expanding the reach of our services to the widest possible audience. This isn't just beneficial for the users; it also increases the effectiveness and reach of government initiatives.
- Improved User Experience: When we consider all potential users and scenarios, we naturally design more intuitively, clearly, and simply. This results in a superior user experience for everyone.
The Universal Benefit of Accessibility
When we say 'accessibility is for everyone', it doesn't mean everyone is disabled or will be disabled. It's about acknowledging that we all have unique needs and capabilities, and our circumstances can change without warning.
Imagine a new parent trying to access a service late at night while holding a sleeping infant, or someone in a noisy environment attempting to listen to a video without captions. Or consider a situation where a normally capable individual breaks an arm and is temporarily unable to use a mouse or keyboard. Accessibility measures such as one-handed operation, captions, or voice control are life-enhancing in these scenarios.
Furthermore, the World Health Organization reports that over a billion people, about 15% of the world's population, have some form of disability. That’s not a small minority. If we add to this the temporary impairments and situational limitations we all might face, the need for accessible design becomes universal.
Putting Accessibility into Practice
Building accessibility into digital government services necessitates a shift in mindset. It begins with viewing accessibility as a necessity, not a feature. It involves following best practices, such as the Web Content Accessibility Guidelines (WCAG) and involving users with diverse abilities in usability testing.
As product managers, developers, and stakeholders building digital services, we should continuously ask ourselves: "Who might be left out by this design?"
Inclusivity must be woven into the fabric of our planning, development, and evaluation. With every update and new service, we have an opportunity to extend our reach and meet the needs of our diverse population more fully.
Closing Thoughts
Accessibility is not a box to be ticked off in a checklist of product features. It's a philosophy, a commitment to ensuring everyone has an equal opportunity to access and benefit from digital government services. It’s a path towards creating an inclusive digital world that caters to all citizens in their full diversity and life situations.It's about creating services that are genuinely for everyone.
In this era of digital transformation, let us all strive to be champions of accessibility, ensuring our digital government services are truly representative of the inclusive, diverse societies we serve.