Are the technological, social, physical and temporal criteria that allow your users to reach their aim and limit the digital gap taken into account ?
Are users in difficulty in using the service properly taken into account and represented, as well as their issues, via objective tools (personas, spinning mills, question scales, interviews, narrative universes, etc.)?
Dealing with cases of digital exclusion is the first essential step, but this does not guarantee that the user will be able to achieve their goals easily by using the service. These aspects must be addressed by facilitating the user's journey.
Spinning template Question scale Interview guide Narrative universe
7 other criteria related to the recommendation: Make the digital service available and accessible to the greatest number of users
Is a policy for compatibility with obsolete terminals and software versions established ?
Are the obstacles to the use of digital technology (accessibility, technical, territorial) taken into account ?
What solutions have been deployed to fight against electronicism and simplify uses and services ?
Does the service work with weak connections ?
Are the assistance service access mechanisms available and suitable for all audiences ?
Has a human fall-back been prepared to backup the service's utilization ?
In the definition of personae, have the target versions of devices, OS and browsers been taken into account ?