EUPA/HCI2002: Government prioritises Accessibility, not Usability

At the HCI2002 conference, several members for the Human Computer Process Improvement Group (HCPIG) presented their findings of HCI process in practice in government. In particular, we discussed user centred design in relation to ISO 13407 for Government.

The session proved that the profession and practices of user-centred design really are starting to become more well known across government, and for the first time ever, this year, government guidelines have been produced which follow the International Standards 13407 and the associated ISO 18529, which outlines how to build user-centred design into a website from the start. This is intended to be inclusive of all users, so accessibility was a major topic in the guidelines.

A series of presentations then went on to outline what the ISO 13407 is, what typifies a government system and how, by building in the standard into a contract for government suppliers, clients will be able to ensure that deliverables are fit for purpose.

Ralph Thomson from the Inland Revenue then described how much user-centred design has helped the Revenue, and how they have achieved Beacon Status (an award for exemplary government departments).

Then, finally, I gave my opinion that accessibility was become the usurper of usability across government. It appears to me that because accessibility has some legislation to support it (which will be enforceable by 2004), that government have commenced ensuring their sites are accessible, but not necessarily usable!

It would be wonderful to see user-centred design become contractual across government, because I don't think that we will some day be lucky enough to see it as a legal requirement.

(See also recent UN news story: Government Websites found Lacking Clarity and Design.)

Associated Link: Office of the e-Envoy guidance: What is a good government website?

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