Accessibility

Essence of the Initiative and How to Join

Purpose of the Initiative

To ensure that all public services delivered through digital channels — by public institutions, organizations, or governmental or local authorities — are clear, dignified, and accessible to every person, regardless of age, skills, or life circumstances.

Why it matters

  • More and more everyday tasks — from booking a doctor’s visit to accessing documents or public information — are carried out online via websites, apps, chatbots, portals, or e-service platforms.

  • Many people feel fear, confusion, or helplessness when facing “new systems”.

  • Digitalization should not be only technical — it should be human-centered: it should see, hear, and respect the user.


What we aim to improve

We help institutions see their digital services through the eyes of a human being:

  • what feels confusing,

  • what causes difficulty or hesitation,

  • what creates frustration or erodes trust.


How participation works

1. Placing the invitation

The participating institution places a visible invitation on its website — such as a banner, pop-up window, or fixed link — leading to a short survey hosted on our foundation’s website.

The banner clearly states the goal: to assess how accessible, understandable, and human-friendly the service feels to real users.

The survey is safe, anonymous, and extremely simple. It takes less than 2 minutes to complete.

2. Collecting responses

The survey includes a few key questions, such as:

  • was it clear what the user was supposed to do,

  • could they do it without help,

  • what felt difficult, intimidating, or confusing,

  • did they feel respected and treated with dignity,

  • an open comment field.

The data collection period typically lasts from 7 to 30 days, depending on the agreement and user activity.

3. Human-centered evaluation

All responses are analyzed by the foundation’s team using the Pro-Human Digitalization methodology, which includes:

  • five core quality criteria for digital public services: clarity, accessibility, effectiveness, safety, emotional impact,

  • an evaluation matrix with clear indicators and rating scales,

  • barrier analysis — including technical, emotional, linguistic, and structural factors.

Importantly, the voice of the user is prioritized — analysis is based on how the service is experienced by real people, not just how it was intended to function.

When appropriate, our team may also perform independent usability testing to enrich the evaluation with direct observations.

4. Recommendations

The institution receives a user-friendly report that includes:

  • a summary of responses (fully anonymized),

  • key findings: what works well, what creates obstacles, what causes stress,

  • actionable recommendations:
    – which phrases to reword,
    – how to simplify the flow or navigation,
    – where to improve clarity, guidance, or logic,
    – how to rebuild the user’s trust.

5. What happens next?

Participation does not require the institution to implement all suggested changes.

However, we expect:

  • openness to reflection and feedback,

  • willingness to discuss the results,

  • implementation of at least some simple, human-centered improvements.

What we do — and what we don’t do

We do:

  • analyze real human experiences with digital public services,

  • collect user feedback, impressions, barriers, and expectations,

  • provide recommendations to make the service clearer, more inclusive, and worthy of trust.

We don’t:

  • assess the skills or knowledge of employees or partners,

  • interfere with decisions on CMS, programming languages, or IT architecture,

  • compare vendors, contractors, or developers,

  • prescribe a single way of delivering digital services.

 

Our role

We do not come in as auditors. We come in as a human barometer.

We deeply respect the work of every developer, designer, contractor, and administrator who builds public digital services.

Our task is to help institutions see that work through the eyes of a person on the other side of the screen.

We don’t say what’s wrong with the technology.
We show where the experience became confusing, overwhelming, or dehumanizing.
And we work with you to make it better.

 

What if the service is still in development?

We can also support you during the design phase — helping to test logic, wording, or steps before the first version is launched.

This allows the human experience to be considered early — reducing misunderstandings, complaints, and digital exclusion later on.

 

How to join

This initiative is continuous and open-ended — applications are welcome at any time.

Participation may take the form of:

  • a one-time service evaluation,

  • periodic monitoring,

  • or a long-term partnership.

To take part in the Pro-Human Digitalization Initiative, simply send an email to:

kontakt@visinunitate.org

 Subject line:
Application – Pro-Human Digitalization Initiative

In the message, please include:

  • which digital service you would like to evaluate (e.g., website, mobile app, specific procedure or platform),

  • contact details of the person responsible (email or phone),

  • optionally — a brief context (who it’s for, whether the service is already running, or still being developed).

We will contact you to discuss the details and agree on the next steps.