In conversation with our test panel
With Gem we want to help all residents well. That is why we are working on a digitally accessible test setup of Gem, called IDA (the Inclusive Digital Assistant).
What did we learn from the test panel?
The test panel consisted of people who use screen readers, braille displays (see photo), adjusted text scaling, high contrast settings, and voice and head control. They tested IDA with realistic municipal questions, such as opening hours, passport applications and house moves. Their experiences confirm that the basics of IDA work well, but they also show where further improvements are possible, namely:
- Make the structure of conversations navigable: long conversations could be made more pleasant to navigate, so that answers are easier to find again.
- Make extra features easier to find: IDA's extra features, such as conversation history and settings, were not always noticed.
- More clarity about privacy: users want to know which data is stored, how long it is kept and how they can delete conversations.
- Finding conversations again: dates and recognisable titles could help when looking back at earlier conversations.
- Add more tooltips: short explanations make it quicker to understand what a button or feature does.
- Keep testing with a range of users: the tests show how important it is to test with different users, with a variety of assistive technologies and disabilities. Everyone's experience is different!
We will use these insights over the coming weeks to improve IDA further, with attention to ease of use, clarity and accessibility.