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Providing government services online can minimise costs, increase the flexibility with which these services are provided, and enhance convenience of access. To design effective digital services, it is essential to understand how digital characteristics and user capabilities vary among the intended populations of users. A questionnaire was administered to 1,000 respondents in Ukraine, across three distinct groups: people with disabilities, carers, and the general population. The survey investigated digital characteristics, capability limitations, and usage of digital government services. This article describes how this survey data was used to make a set of personas that could assist the development of more accessible digital services for people with disabilities in Ukraine, thereby addressing inequalities in access to these services. 8 personas were derived from the survey data for people with disabilities, representing the 8 most common combinations of their digital characteristics. These personas were provided to the Ministry of Social Policy of Ukraine and presented to other key stakeholders in both the public and non-governmental sectors.

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Study of the Usage Patterns of Digital Government Services by People with Disability

  • 会议论文

  • 发表日期：

    2025年

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  • V. Shkuro,
  • S. Waller

摘要

Providing government services online can minimise costs, increase the flexibility with which these services are provided, and enhance convenience of access. To design effective digital services, it is essential to understand how digital characteristics and user capabilities vary among the intended populations of users. A questionnaire was administered to 1,000 respondents in Ukraine, across three distinct groups: people with disabilities, carers, and the general population. The survey investigated digital characteristics, capability limitations, and usage of digital government services. This article describes how this survey data was used to make a set of personas that could assist the development of more accessible digital services for people with disabilities in Ukraine, thereby addressing inequalities in access to these services. 8 personas were derived from the survey data for people with disabilities, representing the 8 most common combinations of their digital characteristics. These personas were provided to the Ministry of Social Policy of Ukraine and presented to other key stakeholders in both the public and non-governmental sectors.