C. Stephanidis (Ed.): Universal Access in HCI, Part I, HCII 2009, LNCS 5614, pp. 38–47, 2009. © Springer-Verlag Berlin Heidelberg 2009 ICT Services for Every Citizen: The Challenge of Gaps in User Knowledge Kristin Skeide Fuglerud Norsk Regnesentral, Gaustadalléen 23, P.O. Box 114, Blindern, NO-0314 Oslo, Norway kristin.skeide.fuglerud@nr.no Abstract. Many services in our society are digitalized. Being able to access and use information and communication products and services (ICTs) has become a prerequisite for independent living and to fully be able to take part in society. Therefore, ICTs should be designed in such a way that they are usable and ac- cessible to all citizens. Experiences and results from four case studies involving diverse user groups are discussed in this paper. The focuses of the studies were usability and accessibility of ICTs intended to be used by “anyone.” When looking across user interaction observations of these mainstream ICTs, the chal- lenge of gaps in user knowledge were striking. The challenge of defining a ba- sic level of usable and accessible ICT features is also discussed. Keywords: universal usability, e-Inclusion, universal design, gaps in user knowledge, accessibility, user diversity, elderly, visually impaired. 1 Introduction In today’s society, we encounter information and communication-based services (ICT services) everywhere. Services in important areas such as government, education, health, culture, travel, commerce and others are increasingly digitalized. Being able to access and use ICT services has become a precondition for independent living and to be able to take part fully in society. Therefore, ICT services should be designed in such a way that they are usable and accessible to all citizens. In order to reach the goal of producing products and services that are accessible and usable for all, it is necessary to focus on the variety of users and usage contexts. Detailed knowledge about how the wide diversity of users with diverse needs affects the use of ICTs is needed. Four case studies involving diverse user groups will be presented and discussed in this paper. The focuses of the studies were usability and accessibility of mainstream ICTs. When looking across user interaction observations of these mainstream ICTs, the gaps in user skills and knowledge were striking. This leads to a discussion of how to deal with this, and whether it is possible to define a basic level of usable and acces- sible ICT features that developers of mainstream ICT services can build upon. 2 Related Work Several design approaches that encompass the goal of designing products and services that are accessible and usable for all have emerged within the ICT-communities since