Case SoteKaista

The design process began with workshops to define the target audience and their needs. A brand identity was created for the service, with accessibility as a central focus. For example, when selecting brand colors and fonts, WCAG 2.1 accessibility guidelines were followed, and varying user needs, including cognitive accessibility, were carefully considered.

The clarity of the service structure and ease of use were ensured through information architecture and wireframing. The design process focused on clear content organization and heading levels to meet the needs of screen reader users. When designing components and content elements, Figma prototypes were tested with various accessibility checkers, such as contrast ratio tools and vision simulators. The result was an accessible component library, where each component follows guidelines for color contrast, typography, and navigation.

Text content was written in simple, easy-to-understand language, closely following plain language guidelines.

The first usability tests were conducted in October 2023 through individual interviews. Experience experts from The Finnish Association of People with Physical Disabilities completed tasks using a Figma prototype and were interviewed about their user experience and the SoteKaista service model. Suggestions for improvement were implemented during the testing process, allowing the team to immediately verify the effectiveness of the changes.

The technology solution for SoteKaista was a browser-based PWA (Progressive Web App), chosen for its significant accessibility benefits. PWAs are easy to use without requiring a separate download and work across all devices. Browsers also offer built-in accessibility features that enhance PWAs.

During the development phase, the service was regularly tested in a staging environment using screen readers and keyboard navigation. The code was also tested using the automated Lighthouse tool.

The first testing phase of SoteKaista began in February 2024. The testers included experience experts from The Finnish Association of People with Physical Disabilities and one person with a visual impairment. They were provided with user accounts, allowing them to use the service independently in their daily routines. The testers gave several suggestions for improvement, such as issues with address input and screen reader navigation. Most of these suggestions were quickly implemented. The key takeaway was that the core features of the service were found to be functional and user-friendly.

In August 2024, volunteers from the Finnish Federation of the Visually Impaired participated in testing. This phase focused on users who rely on screen readers in their daily routines. The volunteers were given access to the SoteKaista passenger service and began using it independently. While feedback was collected freely, testers were also given specific tasks to complete.

The testers praised the solid groundwork in terms of accessibility and screen reader use but also provided numerous suggestions for improvement, particularly regarding pre-selections, address field options, and overall user comfort. Most of these suggestions were quickly implemented.

In July 2024, the pilot phase began with the Western Uusimaa Wellbeing Services County (LUVN). The pilot involved 27 clients from the welfare area's transportation service, all of whom had their disability service trips managed through SoteKaista using a personalized travel budget model.

Feedback from the testers was collected regularly, allowing any identified bugs or usability issues to be quickly addressed. Many requested features were rapidly implemented into production.