Improving information accessibility for senior citizens
An evaluative study to understand information accessibility issues in the Dearborn city.
Client: “We want to make our residents feel included and welcomed, but the city website is not accessible enough.”
So…
Client: “Make an accessibility guidelines for the city website!”
But…
What IS the problem?
Field Study at The Clerk Office: Information gap between clerks and citizens.
Clerks Do Not Speaks Residents’ Language
While over 30% citizens speaks Arabic, only 3 clerks is fluent in Arabic in the office.
Clerks Keep Answering The Same Questions
Despite most answers being available on the website or in newsletters, citizens continue to call or visit with similar questions.
Citizens are NOT using the website
But the clerks compile information from the website into flyers, newsletters, and distribute it via emails, physical copy, and social media platforms.
Interview with Senior Housing Commission:
Focus on the population with least accessibility.
The Director:
Managing high-level events, not interacting directly with the seniors.
“I don’t know why seniors are just not that into activities and events these days.”
The Occupancy Specialists:
Managing day-to-day events, interacting directly with the seniors.
“It’s just hard to get them to come pick up the flyers and sign-up for events.”
The Occupancy Specialists:
The end user receiving city information, interacting directly with the occupancy specialists.
“We need more things to do!”