Bridging the Digital Divide: A Design Framework for Inclusive E-Government Interfaces for Low-Literacy Users

Abstract: This paper presents a framework for designing inclusive e-government interfaces tailored to the needs of low-literacy users. Underserved groups face challenges due to text-heavy interfaces, lack of multimodal properties, and poor navigability amid the growing digitalization of public services. Four key constructs were identified: simple navigation, multimodal input and output, error recovery, and cultural relevance. The peer review process and case study applications suggested potential improvements in accessibility and usability. The findings indicate clear expert agreement on aspects of clarity, task completion, and relevance; alongside constructive recommendations for enhancing multimodal properties. The proposed framework provides policymakers and designers with realistic guidelines to enhance digital inclusion and ensure alignment with the Sustainable Development Goals related to fair access to public services. Additionally, it serves as a foundation for future empirical studies aimed at enhancing inclusive e-government designs for varying literacy levels.

Keywords: E-government, low-literacy users, HCI design, digital inclusion

DOI: 10.54941/ahfe1007003

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