Item 3: Slide Deck — original pdf

Backup

Access and Use of City of Austin’s Digital Products Seeking Joint Inclusion Committee’s Perspective on August 27th, 2025 Luisa Apolaya Torres, Sr. Service Designer CTM Digital Strategies & Solutions luisa.apolayatorres@austintexas.gov Digital Strategies & Solutions Team @ CTM Human-centered design Accessibility Virtual Reality AI Governance Forms Consolidation User Testing UX Design Advocating for great digital experiences for all city residents. What are digital products? City of Austin’s Website Service Portals (Austin 311 Online Portal, City of Austin Utilities, City of Austin Job Search, etc) Mobile Apps (CapMetro, Austin 311) Community Outreach Groups (Austin Public Health, SpeakUpAustin.org) What factors can affect access and use? Findability of Information Language Access Digital Literacy Language Literacy Accuracy of Information Familiarity with Resources Ease of Use Trust in the Product What does the use of digital products by the residents of your communities in Austin look like? What products do they access? How do they access? When do they access? What is their relationship with these products? Factors for Access and Use Digital literacy Findability of information English literacy Familiarity with resources provided by the city Trust in the product to find accurate information What can a reimagining of digital products accessible for your communities in Austin look like? What needs are already identified, if any? Are there opportunities to improve a current product? Are there opportunities to create a new digital product?