This action research is aimed at creating metric for inclusive user interfaces that provide are intuitive and mimic the natural conversation to bridge the skill gap between skilled users and novice users. This metric will help user interface designer to measure the ‘inclusivity’ of their design, thus producing services that as easy as an IKEA manual. This action research is conducted in Nottinghamshire County Council who invested resources to create online channel that enables customers to apply online for social care services, while recognising that their customer base is very diverse. The council adopted an inclusive design strategy to cater to all users with different needs and computer literacy levels.
Hammad, Faisal; Wastell, David; and Chesney, Thomas, "Metric for Designing Inclusive User Interfaces: Action Research on the Implementation of the Care Act 2014" (2015). UK Academy for Information Systems Conference Proceedings 2015. 33.