C
E

 

As the Arabic-speaking population in the U.S. continues to grow, many face significant barriers when attempting to access government services online. In collaboration with the General Services Administration (GSA), a federal agency responsible for managing U.S. government services, I worked to tackle language accessibility challenges for Arabic-speaking communities, particularly those with limited English proficiency.

​

Arabic-speaking refugees and immigrants often struggle to navigate government websites due to the absence of Arabic content and inconsistent language support. This digital gap prevents them from accessing essential services such as healthcare, legal assistance, and housing resources, ultimately exacerbating the issue of digital equity. To address these challenges, I led user interviews and conducted comprehensive research to identify the specific pain points Arabic-speaking users face while interacting with government websites. This research also examined how low digital literacy compounded these difficulties. Based on the insights gathered, I proposed design solutions to enhance accessibility and create a more inclusive user experience for Arabic-speaking individuals.​

​

Problem Statement

The primary issue at hand is the lack of accessible, reliable, and accurate Arabic content on government websites, which significantly impacts Arabic-speaking individuals with limited English proficiency. Without proper language support, users are unable to effectively navigate government digital platforms, making it impossible for them to access vital services such as healthcare, housing, and legal assistance. This digital inequity hampers their ability to engage with public services and limits their access to essential resources. The need for improving language accessibility has become increasingly urgent, as the Arabic-speaking population in the U.S. grows and the demand for digital equity intensifies.​​​​​

------------------------------------------------------------------------

Research​​ Phase​
------------------------------------------------------------------------

The research phase was pivotal in uncovering the specific barriers Arabic-speaking users face and understanding the broader challenges they encounter when navigating government websites. To ensure the solutions we developed were rooted in user needs, I conducted thorough research through multiple channels.

​

User interviews formed the core of our research, where I spoke to over 20 Arabic-speaking refugees and immigrants to gain in-depth insights into their experiences with government websites. These conversations revealed significant frustrations related to language gaps, confusing navigation, and overwhelming forms. Through these discussions, we identified common pain points, including difficulty switching between languages, navigating complex forms, and accessing essential information.

​

Partnership

Collaboration with key stakeholders, including the GSA, FDA, and U.S. Census Bureau, was instrumental in aligning our research with the technical and regulatory requirements of government platforms. These stakeholders provided valuable insights into functional specifications, as well as challenges around content management and multi-language support.

​​

Business Analyses 

In addition to user interviews, I conducted competitive and comparative analyses, studying websites from other government agencies and organizations with multilingual support. This helped us identify best practices and effective strategies to improve accessibility. I also conducted usability audits on existing government platforms, assessing their features and identifying areas where accessibility for Arabic-speaking users could be enhanced.

​

Our research revealed several key findings:

• Content Gaps: Arabic-speaking users struggled with navigating websites due to missing or poorly translated content.

• Digital Literacy: Many users faced challenges with basic navigation, which was worsened by their low digital literacy.

• Design Inconsistencies: Language-switching features were difficult to find or function poorly on many platforms.

• Complex Processes: Users often abandoned tasks midway due to the complexity of forms and processes, which were made worse by language barriers.
   

From these findings, we derived several insights that would guide our design process:

• Language Barriers: Ensuring consistent and accurate Arabic-language content was crucial.

• User-Friendly Design: Simplified navigation and clear visual cues were essential for supporting users, especially those with limited tech experience.

• Inclusive Design: Websites must cater to Arabic speakers at varying levels of digital literacy to ensure equal access to essential services.

------------------------------------------------------------------------

Design Phase

------------------------------------------------------------------------

With the research insights in hand, I began translating the findings into actionable design solutions. The focus was on creating an intuitive, accessible, and culturally sensitive platform for Arabic-speaking users.

​

Prototyping 

The first step was to create wireframes that depicted a simplified website structure with a clear, intuitive navigation system. Special emphasis was placed on making the Arabic language toggle highly visible and easy to access, ensuring users could easily switch between languages without confusion. From these wireframes, I developed interactive prototypes in Figma that allowed us to test navigation flows, language-switching functionality, and the usability of forms. This iterative process helped refine the design and ensure that key features aligned with user expectations.

​

The visual design aimed to minimize cognitive load by using clear, recognizable icons and larger text to enhance readability. A high-contrast color palette was chosen to improve visibility for users with varying levels of digital literacy. In terms of cultural sensitivity, I collaborated closely with Arabic-speaking users and cultural experts to ensure that the design resonated with their needs. This included aligning the layout with reading habits, ensuring that text flows properly for right-to-left reading, and adapting color schemes to ensure cultural relevance.

​

Throughout the design process, I maintained continuous feedback loops with stakeholders from GSA, FDA, and U.S. Census Bureau. This ongoing collaboration ensured that the designs met technical, functional, and regulatory standards while staying focused on improving the user experience. Regular check-ins allowed us to refine the designs and ensure that we remained aligned with both user needs and government requirements.​

 

Testing & Iteration

The testing phase was crucial for validating our design solutions and ensuring they addressed the real-world needs of Arabic-speaking users.

​

I conducted usability testing with Arabic-speaking participants who fit the target demographic. The primary focus was on testing key features, such as the language-switching functionality, ease of navigation, and usability of forms. During these sessions, I collected valuable feedback on what worked and where users encountered challenges.

​

Based on the feedback, several iterations were made to improve the design:

• The language-switching feature was adjusted to make transitions faster and more seamless.

• Form fields were simplified, with key action buttons made more prominent.

• Additional changes supported users with low digital literacy, such as larger form fields and more accessible guidance.
   

Throughout the iteration phase, the emphasis remained on ensuring that the design was intuitive and accessible to all users, regardless of their familiarity with technology. This process of continuous refinement was critical in ensuring the final design was as user-friendly as possible.

​

Results & Impact

The project had a significant impact on both the users and the stakeholders involved. For Arabic-speaking users, the redesigned platform made it easier for them to navigate government websites, complete tasks, and access vital services.

​

User feedback indicated substantial improvements in task completion rates, with Arabic-speaking users able to accomplish tasks with greater ease. Users reported that the website was far more intuitive, with clearer navigation and easier-to-read content. They expressed greater satisfaction with the overall experience, particularly with the enhanced language support and simplified navigation.

​

From a stakeholder perspective, the GSA, FDA, and U.S. Census Bureau all expressed increased satisfaction with the outcome. They recognized that the improvements had broader implications for digital equity in government services. The project also sparked important conversations about expanding language accessibility initiatives for other underserved communities, paving the way for further language inclusivity efforts across federal websites.

​

Next Steps

Looking ahead, I plan to continue collaborating with GSA and other partners to roll out language accessibility improvements across more government websites. Our research and findings will be used as the foundation for expanding support for additional languages, including offering deeper digital literacy tools to assist users with limited technical skills.

 

Additionally, there is potential to scale these improvements by integrating multimedia resources, such as video tutorials and interactive guides, which could further support users with varying levels of digital proficiency and provide a richer, more accessible experience.

 

Reflection

This project deepened my understanding of the intersection between design, accessibility, and user needs, particularly in the context of government services. It highlighted how essential digital literacy is in the design process, as users with varying levels of technical proficiency face significant barriers without thoughtful, inclusive design solutions. Working alongside stakeholders from the GSA, FDA, and U.S. Census Bureau sharpened my ability to manage complex, cross-functional collaborations while aligning user-centered design with the stringent requirements of federal standards.

​

The impact of this project was profound, both for Arabic-speaking users who gained more equitable access to vital services and for the broader conversation on language accessibility in government platforms. Moving forward, I’m eager to build on these lessons, especially around how inclusive design can address digital equity gaps. This experience reinforced my commitment to designing solutions that not only meet users' functional needs but also consider their cultural, social, and digital contexts, ensuring that all users, regardless of background, can interact with technology seamlessly and meaningfully. By continuing to champion inclusive design, I’m dedicated to making technology more accessible and impactful for diverse communities in the years to come.​​

​