e-Government online forms: design guidelines for older adults in Europe

  • Arthur G. MoneyEmail author
  • Lorna Lines
  • Senaka Fernando
  • Anthony D. Elliman
Long Paper


This paper reports on the findings of Delivering Inclusive Access to Disabled and Elderly Members of the community (DIADEM), a 3-year project, funded by the European Commission’s Sixth Framework Programme, to assist older adults when accessing, completing, and submitting online forms, by developing web-based assistive technologies that adapt the online form according to users’ needs. A user-centred approach is adopted to gain insights into the challenges faced by 80 older adults in three European countries as they interact with a representative sample of public service-based online forms. A thematic analysis is then carried out on the data, which revealed five over-arching themes that relate to the challenges faced by users: assistance, trust, layout, the technology paradigm, and language. From these themes, 23 online form design guidelines are derived, which provide valuable guidance for the development of the DIADEM application and for e-Government online form design for an ageing population in general.


Accessibility Assistive technology Older adults e-Government Online forms 


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Copyright information

© Springer-Verlag 2010

Authors and Affiliations

  • Arthur G. Money
    • 1
    Email author
  • Lorna Lines
    • 1
  • Senaka Fernando
    • 1
  • Anthony D. Elliman
    • 1
  1. 1.School of Information Systems, Computing and MathematicsBrunel UniversityUxbridgeUK

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