Designing for Diversity in Digital Government & Essential Services: Design Considerations for Culturally and Linguistically Diverse Groups with Cognitive Disabilities.

Increasingly, government and essential services are moving online. Seeing as people have little choice in using these digital services, we need to ensure that diversity is factored in to avoid exclusion and equity issues. Culturally and linguistically diverse (CALD) communities have not always been considered as an essential target audience when designing digital services. Further, rarely is an intersectional approach to design taken, which considers CALD people with other accessibility needs, such as cognitive disability. This project involved reviewing best-practice evidence when designing for CALD groups and people with cognitive disabilities. Interviews were also undertaken with experts in CALD health and disability to develop a draft set of design guidelines. These guidelines are currently being tested with designers as to how they may be implemented in design methods. Beyond specific design guidelines, this study also found issues with how key topics are conceptualised in the design of government portals.