Participatory design model in the construction of interfaces in digital public services

Abstract

Information and communication technologies (ICT) has an important role on social issues, such as reducing inequalities and expanding the possibilities for dialogue, learning, and individual participation. However, it appears that the development of digital public services in Brazil ignores the specific characteristics and requirements of the individuals. The inadequacy of the supply of digital public services falls mainly on the most vulnerable groups. The research presented here proposes a participatory design model for building graphical interfaces for digital public services based on user experience and digital literacy. The subjects of this research are women, mothers, whose children attend public school. These women's experiences were mapped using cultural probes, and, based on the findings of these probes, a co-design workshop was held with the users, who developed a paper prototype of a medical appointment scheduling service for health centers. The experience also proved to be a literacy event, as the users showed, throughout the process, a better perception of their digital literacy.