At UX Bournemouth Katy Arnold spoke about how the Home Office is putting accessibility at the heart of everything it does. She strongly believes you’ll be a better designer if you design for everybody and pointed out that in the government you can’t leave anybody behind.

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Digital inclusion at the Home Office:
public services for all
Katy Arnold
Head of User Research and Design
Home Office
@katyarnie

3. Build accessible services
for everyone

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At the beginning

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Hired a lot of amazing
people

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“I’ve never felt so
disabled…”

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Setting a high bar

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Person with an access need in
each round of user research
1

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Including people with
access needs makes you
a better researcher

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Supporting innovation

18. !
Designing for users on the
autistic spectrum
Don’t use figures of
speech or idioms

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https://github.com/UKHomeOffice/posters/

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23. • 46,000
impressions on
Twitter
• 1,098 likes, 99
forks on GitHub
!"



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Designing for all makes
you a better designer

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Example: Passports

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Renew my passport

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260
usability sessions
4692
pieces of qualitative
feedback from
satisfaction survey
14
home visits
29
participants in the AD
high street walk-in
pilot
11
phone
interviews
9
remote test
sessions
via Skype
10
people with
facial
disfigurement
10
paired sessions
with AD people
10
people with
visual
impairments
12
people with
dyslexia
3
people with
ADHD
8
deaf people

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“But this is what I look like!”

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Thank you!
Katy Arnold
Head of User Research and Design
Home Office
@katyarnie