We examined digital mailboxes through usability testing, and provided recommendations on how their accessibility can be improved
Project experience | Regulation and policy
The problem
- In recent years, the use of digital mailboxes in Sweden has increased. However, studies show that about a third of all people with disabilities in Sweden have no way to identify themselves digitally,1 which is an obstacle to digital mailbox use
- On behalf of the Swedish Post and Telecom Authority (PTS), Analysys Mason examined the needs and challenges that people with disabilities experience when using digital mailboxes
The solution
- Initially, we conducted a desktop study looking at the digital mailboxes in the Swedish market, and the services that each of them offer
- We then created a framework guiding a number of usability tests, in which people with disabilities attempted to complete tasks such as identifying an unread letter, and finding the contact details to the support centre
- By observing the usability tests, Analysys Mason developed an understanding of the user group’s different needs and challenges when using digital mailboxes
- Based on these insights we created a report2 highlighting the most common needs and challenges, as well as recommendations on how to improve the accessibility of digital mailboxes
Figure: We carried out usability tests focusing on the accessibility of digital mailboxes from the perspective of people with disabilities
The result
- PTS gained a good understanding of the accessibility of digital mailboxes from the perspective of people with disabilities
- Analysys Mason further presented the results and recommendations to providers of the digital mailboxes, allowing them to improve accessibility of their services
On behalf of the Swedish Post and Telecom Authority we examined the needs and challenges that people with disabilities experience when using digital mailboxes. The results were summarized in a report, together with recommendations on how to improve accessibility of digital mailboxes