6—8 March 2019

John McIntyre Conference Centre, Edinburgh

How content design helps create truly inclusive services

Session type:
Tutorial

Session duration:
60 minutes

Presented by:

Lorena Sutherland

Arahi Content

About this Tutorial

Many of us underestimate how many people experience barriers to using and understanding digital services. Accessibility is often seen through a technical lens - writing code for screen readers.

But content design has a huge role in ensuring services can be accessed and understood by everyone. It sets the tone for inclusivity and supports users’ comprehension of the service, whether or not they use assistive technology.

This session will define what we mean by ‘inclusive services’, describe the challenges people face and consider accessibility law and standards. Most importantly, it will look in-depth at practical techniques for designing accessible content. Finally, it will consider how to bring stakeholders onside.

About the Speaker

Lorena is a content design consultant, who has worked on UK government services for several years.

She helped deliver the first exemplar - Lasting Power of Attorney - in the Government Digital Service’s original transformation programme.

She has worked on the Cabinet Office’s Race Disparity Audit, the Department for Work and Pensions' Universal Credit service, and GDS’s Government as a Platform programme. She has also developed content strategy for end-to-end public services in several other government departments and agencies.

Lorena is a passionate advocate of plain English and user-centred design. She believes the public sector has a moral duty to be accessible and inclusive, and helps her clients to understand (sometimes kicking and screaming) - and ultimately to meet - that goal.

 @lolylena

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See the full programme

full programme
Service Design in Health

This session is part of our SDinHealth theme - exploring the challenges, opportunities and trends in service design for the health sector.

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© 2010-2018 Software Acumen. Service Design in Government and the Service Design in Government logos are trademarks of Software Acumen LTD.

Software Acumen Limited | Registered in Cardiff | Registration No. 05210967 | VAT No. 896 7958 26