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Digital inclusion at the Home Office: public services for all

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At UX Bournemouth Katy Arnold spoke about how the Home Office is putting accessibility at the heart of everything it does. She strongly believes you’ll be a better designer if you design for everybody and pointed out that in the government you can’t leave anybody behind.

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Digital inclusion at the Home Office: public services for all

  1. 1. Digital, Data and Technology Digital inclusion at the Home Office: public services for all Katy Arnold Head of User Research and Design Home Office @katyarnie
  2. 2. Build accessible services for everyone
  3. 3. Digital, Data and Technology At the beginning
  4. 4. Digital, Data and Technology
  5. 5. Digital, Data and Technology Hired a lot of amazing people
  6. 6. Digital, Data and Technology “I’ve never felt so disabled…”
  7. 7. Digital, Data and Technology
  8. 8. Digital, Data and Technology
  9. 9. Digital, Data and Technology
  10. 10. Digital, Data and Technology Setting a high bar
  11. 11. Digital, Data and Technology Person with an access need in each round of user research 1
  12. 12. Digital, Data and Technology
  13. 13. Digital, Data and Technology
  14. 14. Digital, Data and Technology Including people with access needs makes you a better researcher
  15. 15. Digital, Data and Technology Supporting innovation
  16. 16. ! Designing for users on the autistic spectrum Don’t use figures of speech or idioms
  17. 17. Digital, Data and Technology
  18. 18. Digital, Data and Technology https://github.com/UKHomeOffice/posters/
  19. 19. Digital, Data and Technology
  20. 20. Digital, Data and Technology
  21. 21. • 46,000 impressions on Twitter • 1,098 likes, 99 forks on GitHub !"  
  22. 22. Digital, Data and Technology
  23. 23. Digital, Data and Technology Designing for all makes you a better designer
  24. 24. Digital, Data and Technology Example: Passports
  25. 25. Digital, Data and Technology Renew my passport
  26. 26. Digital, Data and Technology
  27. 27. Digital, Data and Technology 260 usability sessions 4692 pieces of qualitative feedback from satisfaction survey 14 home visits 29 participants in the AD high street walk-in pilot 11 phone interviews 9 remote test sessions via Skype 10 people with facial disfigurement 10 paired sessions with AD people 10 people with visual impairments 12 people with dyslexia 3 people with ADHD 8 deaf people
  28. 28. Digital, Data and Technology “But this is what I look like!”
  29. 29. Digital, Data and Technology Thank you! Katy Arnold Head of User Research and Design Home Office @katyarnie

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