Inclusive Design Connects the Whole Community

Nov. 14 was World Usability Day, an international initiative dedicated to advancing inclusive, user-centered design across industries. At Tyler Technologies, we are taking this opportunity to explore how accessible technology can empower communities and improve public sector services.

What Is Inclusive Design

Healthy communities strive to meet the needs of all their members. Inclusive design ensures that anyone — regardless of age, background, or other characteristics — can access a service, participate fully, and benefit equally. This principle applies to digital services by removing barriers that prevent users from interacting with tools like platforms to pay utility bills, apply for permits, or report non-emergency issues. By addressing these barriers, governments create apps, websites, and other technologies that help all residents access the services they need. It’s an essential effort. Roughly 1 in 4 adults in the U.S. faces a challenge with mobility, cognition, independent living, hearing, vision, or self-care.

Empathy Is a Design and Development Requirement

The single most important attribute required for accessible and inclusive design is empathy. It’s vital to understand the people who are using the digital tools we provide. What are their frustrations? Do they have environmental constraints? Fully understanding how people interact with technology is the only way to build applications that are not only accessible but also inclusive. Without empathy at the center of everything — from design to testing, new systems may inadvertently create barriers, ultimately failing to serve the whole community.

Know the Regulatory Landscape

Local governments must be familiar with state and federal legislation and how it impacts their digital ecosystem. For example, in a major step toward inclusivity, the U.S. Department of Justice published a rule in April 2024 on web and mobile accessibility that affects state and local governments. This rule specifies technical standards that must be followed to ensure that state and local governments meet their obligations to ensure that their services, programs, and activities offered via the web or mobile app are accessible. There are deadlines for compliance with the new standards. Tyler published an Industry Insight article exploring the regulation and its implications.

Tools and Partners for the Journey

Organizations seeking to build accessible applications have a range of free and low-cost tools to consider. IBM’s Equal Access Toolkit, Google Lighthouse, and TPGi’s ARC Toolkit are some of the more well-known options. Another approach is to partner with a technology provider equally committed to inclusive software offering expertise and support for your accessibility journey.

It’s also important to exchange knowledge about ongoing legislation and the range of inclusive software design and development topics. Active participation in industry forums, webinars, and other learning opportunities benefits everyone. At Tyler, our ongoing learning cycle leverages our close working relationships with our clients. Usability testing and on-site observation of users informs the process of building inclusive software.

Conclusion

Digital accessibility and inclusive design expand the reach of digital services and reduce barriers. They ensure that residents of all abilities can fully participate in their communities, increasing satisfaction, engagement, and trust in government services. As part of Tyler’s commitment to accessible, community-driven solutions, we design our cloud-based software with these principles in mind.

About the Author: Kathy Wolf is Tyler’s senior director of user experience.

Why Accessibility in Public Sector Technology Matters

On the Tyler Tech Podcast, Tyler’s Kathy Wolf and Mike Teeters offer valuable insights on how accessible technology can empower communities and enhance the resident experience.