Public digital platforms: how to find a balance between functionality and ease of use?

When it comes to developing digital platforms for public use, user experience and functionality go hand in hand. The big “why” is simple — these platforms must be accessible to a wide audience: people of various ages, digital literacy levels, and those with specific needs (e.g. individuals with visual impairments). Striking the right balance between functionality and simplicity is crucial, and while studying legal requirements and conducting user research is the standard approach, experts say that, behind the scenes, there are ongoing debates and a fair amount of creativity involved, too.

To ensure proper functionality, project teams must first take into account the legal frameworks that regulations applicable to the public sector. According to Jūratė Bosevičiūtė, it’s also crucial to make sure the platform addresses the needs of all participating institutions and their departments. While analyzing these needs from multiple angles reveals which features are essential and how the digital user journey should look, it also highlights the challenge of gathering them in a platform that isn’t overly complex.

One platform for all user segments

Digital inclusion for older adults and the need for improved overall digital literacy are highly relevant topics on a global scale today. And when it comes to public digital services, this is important because older users represent a significant part of the audience, and their needs must be considered from the earliest design stages. As Jūratė Bosevičiūtė sees it, a crucial part of the process is user research: conducting surveys, organizing interviews with focus groups, and testing prototypes of digital forms.

These studies must also include representatives of different target audiences. “We follow widely adopted WCAG accessibility guidelines to ensure that interfaces are accessible not only to older users but also to people with disabilities. The key interface elements we focus on are larger fonts with flexible resizing, strong contrast, intuitive information hierarchy and functions, clear system feedback, and simple, concise language,” notes Jūratė Bosevičiūtė.

More feedback means better solutions

While research and accessibility standards shape the main guidelines for platform development, other factors are important to the process as well. In many cases, users are also involved in later stages, as early feedback can significantly improve usability. In other words, the sooner the dialogue begins, the greater its impact will be.

Initial stages typically include research into user needs via targeted surveys, interviews, and focus group sessions. Next, designers develop interactive prototypes (using tools like Axure or Figma), which are tested with users. Gathering feedback at this stage allows the team to notice how users interpret the interface and refine the design based on user reactions. “We observe how users interact with the interface, what features they choose, and we also encourage them to 'think out loud.’ This process usually reveals overlooked usability issues, which we then fix directly in the prototypes. Then, we re-test the improved versions in follow-up sessions,” says Lead IT Business Analyst.

Testing continues even after the main development phase is complete. Then, the spotlight falls on fine-tuning. Monitoring system functions through integrated tools, such as Google Analytics or feedback modules (surveys and service ratings) helps developers make further adjustments based on real-time user input and expectations.

Can usability outweigh functionality?

As Jūratė Bosevičiūtė points out, there have been situations where the team dropped certain features because they were too complicated for end users. “Sometimes the processes or rules outlined in legal acts are simply too complex for regular users. We try to demonstrate this to our clients through research data and user feedback. Having the client on our side is key for exploring alternatives and creative solutions. In some cases, the determination to meet the needs of platform users even prompted a revision of legal regulations or procedures,” she notes. There are also times when unconventional, creative approaches are a must for presenting a complex process in a simple, user-friendly way. The key is to voice existing problems and look for solutions in collaborative ways.

It’s also worth noting that expectations for public sector IT systems tend to be much higher than for commercial ones, in terms of both accessibility and compliance. After all, people use public platforms not only out of convenience, but also out of necessity — for example, for submitting declarations or official reports. These systems must function properly and allow users to complete their required tasks on time.

Optimistic look into the future

Looking ahead, experts note that some of today’s challenges will ease as digital literacy improves across our society. Still, accessibility will always remain important, especially as technology continues to evolve. According to J. Bosevičiūtė, this aspect is both challenging and motivating: they push IT professionals to improve and deliver better outcomes. And who knows — maybe artificial intelligence will bring some innovative solutions to tomorrow’s issues, too.