A Comprehensive User Experience Strategy to Make DPI More Accessible and Inclusive for All

Many countries have prioritised online health, education, social protection, and justice services to combat the COVID-19 pandemic. This has meant simplifying various government-citizen digital operations. The World Bank’s ‘Identification for Development’ initiative, for instance, is helping 49 nations deploy digital IDs, thereby increasing the demand for digital public infrastructure (DPI). The foundational ground of DPI is triadic instructure,withafocusonmediatingthe flow of people, money, and information in the country. Post-pandemic DPIs focused on bridging demand-supply gaps and minimising needs. As we move forward, we can construct a solid and sustainable infrastructure that prioritises users, inclusivity, usability, accessibility, and global aspirations. We propose a comprehensive user experience plan for the G20 countries to promote user uptake and engagement to establish a shared commitment towards accessible and inclusive digital public infrastructure. The plan consists of the following key points: content, strategy, and behaviours for relatability is important. Additionally, clustering citizens into personas based on circumstances, needs, goals, and behaviours could help DPIs meet their needs better. ● Humanised interaction: Bringing content relatability and user personas together to prioritise user needs. ● Detailed Information Architecture (IA): IA is the standard practice of organising data, user-facing information, and content to ensure easy navigation, access, and understanding. ● Document user experiences: Establishing an open repository of user experiences to help the community improve DPIs and create more inclusive implementations. ● Design councils for DPIs: The UK government created the UK Design Council to improve residents’ lives through design. Similar design councils can advise governments on design and promote design