Aadhaar is a universally acceptable government-issued card. Owning an Aadhaar card has as an all - purpose advantage.It can be used for a number of purposes, from opening a bank account to acting as a proof of identity. Aadhaar is used by everyone who wants to apply for government related service and programs - there is no need to apply for a separate card for each of these services.
The Aadhaar website is notoriously known to be extremely difficult to navigate, despite being essential to use.
We decided to focus on the book appointment flow as it is the most common flow users have to interact with. In order to get a new Aadhaar (1), they need to book an appointment and in order to update their Aadhaar (2), they have to book an appointment.
I based our user personas on secondary data made available by the company that currently designed the Aadhaar website as well as going through a11y and Rosenfield Media's persona resources.
1. Around 33% of the people who have tried to update details related to their Aadhaar identity also said the process was difficult, according to the State of Aadhaar 2019 report.
2. Aadhaar's newer digital features have also yet to be embraced, claimed the report, with nearly 77% of holders not using features such as mAadhaar app, QR code, or virtual Aadhaar.
3. Gaurav Gupta, Partner and Asia Regional Director of Dalberg said, "One big lesson for policy makers from this report is that 95% of people who do not have Aadhaar want one, but do not know how to get it."
1. Most countries have accessibility laws that websites are mandated to follow. The Aadhaar website, a government website, is not on the list of compliant websites as of March 2021 per the Guidelines for Indian Government Websites.
2. The Aadhaar website is more than a product - it's a utility. People only use the website to solve a query or accomplish a task. So, each user must be treated as a first time user and each use case as a first use case.
3. Filling out forms can be tedious. The user has to take ensure that all the details are correct and that the process is followed to avoid identification issues and long queues at the Aadhaar center.
4. Illiteracy is a big issue in rural India. The website must be understandable and usable for all.
Although the web removes some barriers - such as communication and interaction barriers - it can be a place of exclusion if not designed to be accessed by all. As Tim Berners-Lee said
"The power of the web is in its universality. Access by everyone, regardless of disability, is an essential aspect."
About 15% of the worlds population has some form of disability. The rates of disability are rising as the population is ageing and chronic health conditions are increasing. Furthermore, people with disabilities have less access to health care services and experience unmet health care needs.
Although the web removes some barriers - such as communication and interaction barriers - it can be a place of exclusion if not designed to be accessed by all. As Tim Berners-Lee said
"The power of the web is in its universality. Access by everyone, regardless of disability, is an essential aspect."
About 15% of the worlds population has some form of disability. The rates of disability are rising as the population is ageing and chronic health conditions are increasing. Furthermore, people with disabilities have less access to health care services and experience unmet health care needs.
The Web Content Accessibility Guidelines (WCAG) are a set of guidelines, composed and reviewed by a global community of digital experts, that make digital content accessible for users with disabilities.
There are 4 main principles of WCAG-
1. Perceivable - Users must be able to perceive the information being presented. The information cannot be invisible to all of a user’s senses. For example: text alternatives for non-text content; captions and other alternatives for multimedia.
2. Operable - Users must be able to operate the interface. The interface cannot require
interaction that a user cannot perform. For example: users should have enough time to read and use the content which does not cause seizures and physical reactions; Users can use different input modalities beyond
keyboard.
3. Understandable - Users must be able to understand the information and the operation
of the user interface. The content or operation cannot be beyond the user’s understanding. For example: The text should be readable and understandable; the content appears and operates in predictable ways
4. Robust - Users must be able to access the content using a wide variety of user agents, including assistive technologies. For example: the content should be compatible with current and future user tools.
