Improving accessibility

Service NSW, a government agency, aimed to enhance website accessibility amid COVID-19, especially for older demographics relying on in-person services.

The project involved understanding user needs, conducting staff interviews, and researching browser zoom versus on-site font resizing.

Design variations were explored, focusing on in-page font size controls. User testing revealed a preference for in-page options due to simplicity and contextual placement. Participants found browser zoom less intuitive.

Ultimately, the in-page option was implemented, aligning with user preferences and technical constraints. This solution, now live on the Service NSW website, offers clear benefits in readability and ease of use for older demographics.