Challenges and Strategies of Inclusivity in Public Service Application Interface Design

Abstract

Digital transformation in the public service sector has driven the urgency of implementing inclusivity principles in application interface design. This study aims to identify the challenges, strategies, and effectiveness of implementing inclusivity principles in the development of public digital service interfaces. Using a Systematic Literature Review (SLR) approach, this study analyzed 21 scientific articles published between 2013 and 2024. The results indicate that the main challenges include the digital literacy gap, developers' lack of understanding of accessibility principles, and minimal policy support. Strategies implemented include participatory design, user-based accessibility evaluation, implementation of WCAG guidelines, and personalization of service content. However, the effectiveness of these strategies varies and is strongly influenced by the social context, technological readiness, and stakeholder engagement. This study recommends integrating technical, participatory, and systemic policy approaches to improve equitable and just digital accessibility.