To get a more concrete understanding of the problem Marc, Derek and Wouter had a meeting with Jasper Muskiet. We first met Jasper at the DigiChallenge 2.0 in one of the workshops we attended. Jasper is a consultant at LostLemon (https://www.lostlemon.nl), an IT company that conducts research in the digital divide domain. Municipalities are an important group of their clients. Recent researches have focussed on the different types of low-literate people and how digital forms could be made more accessible and easy to understand.
We discussed the type of research methods being used by LostLemon and how the participants/people are targeted. We proposed our concept ideas and Jasper provided us with extensive feedback.
Marc is probably going to focus on the “social menu”. The goal is to compose a collection of information and resources that may be useful for the target group (For example; Where to find the municipality? Where to find the hospital?) and present it in a user-friendly way. Most of the information is currently available on a website of the municipality (https://www.socialekaart.amsterdam.nl/) but the information is hard to understand for people who have problems with reading and understanding written language, especially in Dutch. This despite the fact that this seems to form a large group of people who benefit from this information. Marc will research the possibilities of how this information can be made more accessible, usable and easier to be understood by the target group.
Derek focuses on the usage of virtual agents to support low-illiterate people with digital forms or route description via google or 9292ov. These things are frequently encountered by the target group but remain difficult without proper tools or the proper learning. The goal of his research is to investigate the target group’s experience of a virtual agent and if virtual agents can be used for a broader range of applications.
Wouter will focus on digital forms and letters that are provided by the municipality and are used and necessary for the target group (Bills, voting letters, health insurance papers, etc.) How to make these letters and forms more user-friendly and how do we make them more accessible and easier to understand for people that have problems with reading? In his research, Wouter will look at the possibilities if forms and letters that are (partly) provided in spoken native language are easier to understood and if the goal of the municipality or other organizations can easier/better be achieved by using these such spoken language tools.