Delivering Inclusive Access To Disabled And Elderly

Published Date: 02 Nov 2017

Introduction

DIADEM represents Delivering Inclusive Access to Disabled and Elderly Members of the community. The purpose of DIADEM is to assist older adults with handling of online forms. It include accessing, completing and submitting online forms. (Elliman T, 2010) identify the user of DIADEM to be a person who uses a web browser on a computer system to access and fill out electronic forms made available by Application Providers, in order to obtain a good or service in return. Therefore the problems suggested below assumed that the users are the older adult users and the scenario is e-government form-filling.

There are in total 26 problems suggested, 23 which are suggested by (Money G, et al, 2010). Each of the problems identified are presented in one of the five themes suggested by (Money G, et al, 2010): assistance, trust, layout, technology paradigm and language. The assistance theme refers to the type and level of help that users felt was provided within the online forms in its own. The trust theme refers to issues regarding trust such as identity of the stakeholders of the confidential personal information within the government. The layout theme deals not only with the layout of the online form but also with the look and feel of it from the user perspective. The technology paradigm theme refers to comments users made regarding the anxiety they felt when using computing equipment such as the keyboard and mouse. The language theme refers to the type of words used in the online forms. The problem and suggested solution proposed by the researchers will be critiqued.

Content

Assistance

DIADEM1 state that help facilities should be made available for each individual question, regardless of how straightforward the question might appears to be to the designer. I propose that a small question mark be placed after each question, that the user could click to obtain more detailed information about the particular question asked. The explanation should preferably open in a new window, so that the form would not be cluttered with information. DIADEM2 describe the use of complicated sentence structure and use of irregular and low-frequency words i.e. epexegesis in the help instructions. Avoiding the usage of these type of words was proposed. I agree with the solution proposed.

DIADEM3 describes that the user might not understand the requirements of a particular field in the form, and may fill in the correct information in the wrong format. The solution proposed is to give examples of these fields. E.g. a sample address depicting that the block number is before the street name 17465 Sandy Blvd. It can be combined with DIADEM1, where users can click the question mark beside the question and the sample address and other relevant information opens in a new window. DIADEM4 describes users not knowing whether the information input given is the right one. The solution proposed is providing visual or audio cures feedback to user. I propose to only use visual cues, because the users might have hearing problems or their computer speakers are not turned on and might not hear the audio cues. Visual cues should be eye catching to the users e.g. a tick beside the field, when it is in the correct format, or a cross when it is incorrect.

DIADEM5 describes users might need to retrieve their password information in the future if it is forgotten. The solution proposed is to show the steps clearly to the user when he is setting a password but it stopped short of defining what the steps are. I propose that the form allow user to set a security question and a secret answer that is only known to the user, in order to retrieve the password. DIADEM6 describes users might require real-time, personalised help to complete the form. The solution proposed is to provide a contact phone number, where users can seek real-time, personalised help to complete the online form. I propose that an icon representing a phone be placed at the top of the form, so that the user can seek help easily and quickly. The phone number should also be placed beside the icon, in event where the user miss out the icon, they can still make the call.

Problems that are found not included in the DIADEM guidelines includes users losing the information that is already being keyed into the form, in the event they accidentally refresh the form or their computer system loses power. I propose a button that allows users to save the current state of the form. They do not need to fear that their progress made will be lost.

Trust

DIADEM7 describes the possibility of users’ information being misused such as being the target of spam email messages and emails containing malware or misplaced by government officials. The solution proposed is to provide users with information on how the user’s information are used and who would have access to it on the government side. I propose it must also include which agency or department in the government is responsible for the handling of users’ personal information. DIADEM8 describes the format of the online form such as colour and font sizes must not change when users browse through the form or when they input information into the form fields. I agree with the solution proposed, to prevent the users from being confused by the change of colour of text and font sizes when browsing the online form.

Problems that are not included in the DIADEM guidelines includes the transmission of the form. It must be secured with an encryption standard, so that users’ information will not fall prey to man in the middle attack or sniffing or phishing website stealing user’s personal information. I proposed using Secure Sockets Layer (SSL) to secure the transmission. It is a worldwide recognized standard used to securing transmission over the Internet.

Layout

DIADEM9 describes users may want to change the font size of the form, preferably bigger. The solution proposed is to allow them to change but never specify how to implement it. I propose "+ font size" and "- font size" buttons be placed, so that user can click on it and increase or to decrease the font size according to his preferences. It is also important to avoid using mixes e.g. bold and italics, because it will look very messy to the user. DIADEM10 describes users might get confused if too many different colours especially unconventional colours are used in the online form. The solution is to avoid using too many colours in the online form. I propose to include a plain black and white format for the colour blind users as they may not view the form properly.

DIADEM11 describes light colour text is used with light coloured backgrounds e.g. red background with yellow text. The solution proposed is to use dark coloured text, with light colour background and vice versa. I propose to use dark coloured text with light colour background, such as black text on white background to increase the form readability. DIADEM12 propose to provide real-life examples for input fields that require information in specific formats such as telephone number, dates, social security numbers and so forth. I.e. the format for sample date of birth, 03/12/1960 can be placed under instructions section of the form. I proposed that the real-life examples can be implemented together with what is proposed in DIADEM1, a question mark placed beside the question which will open the instructions in a new window.

DIADEM13 describes user should be able to know which fields are the mandatory and non-mandatory one. The solution proposed is to clearly demarcate the mandatory fields from the non-mandatory ones in the form, but it fall short on explaining how it is implemented. I propose an asterisk symbol be placed after each mandatory question. The instructions should also explain the meaning of an asterisk key to the user, so the user will know that the particular field is mandatory. DIADEM14 describes users might get confused by moving images and text or even pop-up advertisements when attempting the online form. The solution proposed is to avoid including it in the form. I agree with the solution proposed and in addition, the big button trap where there is very little text and the size of the button is very big, leaving lots of room for extra text, should be avoided. The use of white space should also be adequate such that the space between each columns and images are aligned properly and neat.

DIADEM15 describes users might get disorientated and distracted when leaving to go and find odd bits of information during the task of filling up the online form. The proposed solution is to have instructions initially to help the user understand the steps involved in completing the online form. I propose to also include advice to the user to obtain the types of information necessary before starting to fill the form. DIADEM16 describes the layout might be cluttered, hence the solutions propose is to ensure adequate spacing between questions and that related information is grouped together in the same section on the online form. I propose that it also to use multiple pages for the online form instead of having the user to scroll vertically or horizontally to browse the form. All the items on screen should be structured and neat. The page structure should also be kept simple. It is recommended to adhere to established industry standard such as Web Content Accessibility Guidelines (WCAG) 2.0 that provides guidelines for making web content more accessible. DIADEM17 describes the online forms should be dynamic and to filter out questions based on the information already provided by the user. Auto-completion of fields should also be provided where possible. I propose that in addition, the questions or error messages should not be too generic. The questions should be specific.

Problems that are not included in the DIADEM guidelines includes changes in format of online government form from existing paper based forms. I propose to use a commonly expected sequence of questions i.e. postal code comes after address and not before that are similar to the existing paper form, so that users will be less likely to be confused.

Technology paradigm

DIADEM18 propose that users should be offered to complete some practice questions before starting the actual online form. I agree that it should be implemented. DIADEM19 describes users might be afraid to attempt the online form because of potential errors made. The solution is to reassure users that there are no catastrophic consequences for having errors when completing the form and they are allowed to make changes and rectify any information they have provided at any time before the submission of the form. DIADEM20 describes users might want to make personal notes on-screen when completing the online form. The solution is to provide them the resources to do so. I propose in addition to this feature, ideally, the notes should be small in size and not feel invasive to the form itself.

Language

DIADEM21 propose sentences used in the online form should be concise and uses uncomplicated sentence structure. I agree with the solution proposed. DIADEM22 proposes avoiding irregular and low frequency words in the questions and instructions used in the online form. I agree with the solution proposed. DIADEM23 propose that any complex words or technical language should not be used in the content of the form, to avoid user confusion. Unless if it is absolutely necessary, it is crucial to include a glossary of terms to allow the user to refer to. I agree that having a glossary should be optional.

Conclusion

The problems and solutions discussed above only serve as guidelines for both the development of the DIADEM application and for online form design research in general. In the assistance theme, there should be adequate help availability throughout the form, the help messages should not consist of complicated words and it should use a simple sentence structure. Real-life examples should accompany each question where possible, and visual cues on the online form should be used to indicate whether an acceptable or inacceptable response is provided. The user should also be prompt on how to access password information in the future if it is forgotten. A contact number should be provided to users, where they can call and seek real-time help to complete the online form.

In the trust theme, security assurance from the application providers would reassure users on how it is been stored and who will have access to the information provided. Users will then have a peace of mind when filling up the online form. The session between the user and the form server should be stable and the format should not change while the user is filling up the form. In the layout theme, default font size should be larger than standard, with the option of adjusting the font size available to the users. Background colours should also match the font colour so that it improves readability. Authentic examples should be provided for input fields that require information in specific format such as birth date. The input field should also be prominent to the users such that they can easily identify if the particular field is mandatory or optional. Moving text and images should not be placed in the online form, in fear of confusing the users. In the technology paradigm, practice questions should be provided to novice users for practice after which they can attempt the online form. Users should be reassured that committing errors is fine and they can rectify the errors before submitting the forms. The visual cues in the assistance theme above should also inform users of the errors. Users can also make personal notes on screen whilst completing the online form. In the language paradigm, the sentence structure used should be of uncomplicated nature, and the words in the online form should be simple and easily understood. There must be a glossary of the complicated terms used in the online form so that the user can refer to it, if they are unsure of the meaning.

The solutions proposed above can be taken into consideration by the future designers of online forms that cater to the older users. Although it is unrealistic to implement all of the guidelines stated above, the designer should identify the important guidelines from the unimportant ones and implement it in his design of the online form.