Looking to the future of inclusive digital support

User researcher, Katherine Long, reflects on learning from the ALLIANCE DigiFest event.

As part of the ALISS strategic goals for the coming year, we are committed to making the system and site accessible for all users seeking support or adding services.

This commitment is being achieved through a combination of user testing, desk-based research and listening to those with lived experience of digital inequality about what makes a site accessible for them. In November 2021, we shifted our focus to those living with sensory loss and dementia through our DigiFest panel event, ‘Embedding user voices in accessible digital service design’. Here we heard about how we can be inclusive of individuals with these conditions throughout digital service design, not just at the user testing end stage.

It is clear through the conversations we had, that digital inequality emerges every time a decision is made without the input of those who need the solution most. In the context of digital health and care services, that would be people living with conditions that make typical in person access to support harder, or not possible at all. With the presence of COVID-19, there has been an increase of health and care services getting online. For many this has been a positive experience, provided they have the tools they need to access online care.

Throughout the session and follow up, we touched upon this topic and the financial responsibility that comes with accessing digital support tools. While there are schemes like ‘Access to Work’ available for people living with disabilities who can receive discounted (or free) tools to gain employment, there is a gap in support whereby the most vulnerable people, who are disabled and unable to work, don’t have enough financial support needed to receive digital health and care. If we are to continue to digitise health and care, more financial support must be provided so that people living with disabilities can afford tools and software to engage.

What’s more, if we are going to make digital health and care a reality, there is a need for services to take a joined-up approach to working towards this goal. This can be applied through an increased volume and quality of communication across services, and a person-centred, flexible approach to supporting individuals.

The reflections and thoughts provided by the panel are invaluable to our learning about how to make digital services more accessible, and something I have taken away from the sessions is that we all have a role to play in eliminating digital inequality. Every individual, regardless of ability would benefit from accessible service design, but we must ensure we listen to those who would otherwise not be able to receive support without it. This will be reflected in the upcoming research and site development ALISS is coproducing with the Scottish Sensory Hub, and people living with sensory loss.

To watch the session, read the summary and catch up on the audience Q and A, please visit the links below:

Review – Embedding user voices in accessible digital service design

Follow up – Embedding user voices in accessible digital service design

For information on funding support for people living with sensory loss to access digital tools, visit the following links:

Disability Grants – Computer and Assistive Technology Grants (this link will take you away from our website)

Grants from RNIB (this link will take you away from our website)

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