Year: 2024
Type: article
Abstract: Digital services should be designed so that as many people as possible can use them. Designing digital services to be cognitively accessible brings value to the user if the user can use the digital service and understands its content. The benefits of cognitive accessibility, e.g., better customer experience or better usability in digital services, have been studied from the perspective of both users and organisations. Despite the benefits, there can be barriers to designing and implementing usable and understandable digital services. This paper aims to identify service providers’ perceptions of barriers to designing cognitively accessible digital services. When the barriers are understood, entrepreneurs can be supported to design digital services that generate value for customers. To better understand the barriers, qualitative research with semi-structured in-depth interviews was conducted with Finnish entrepreneurs. The results revealed different kinds of barriers to designing and implementing cognitively accessible digital services.
Author: Terhi Kärpänen
Institutions: University of Helsinki, Laurea University of Applied Sciences
Language: English
Subfield: Human Factors and Ergonomics
Field: Social Sciences
Domain: Social Sciences
SDG: Reduced inequalities
Open Access status: hybrid
Estimated APC paid: $3,090
OpenAlex ID: W4402542265