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We examined digital mailboxes through usability testing, and provided recommendations on how their accessibility can be improved

Project experience | Consulting


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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

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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

1 https://www.pts.se/globalassets/startpage/dokument/icke-legala-dokument/pm/2020/internet/smfoi_2019_huvudrapport.pdf

2 https://www.pts.se/globalassets/startpage/dokument/icke-legala-dokument/rapporter/2021/internet/tillgangligheten-i-digitala-brevlador---en-anvandarundersokning.pdf

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