The Bollnäs’ model for testing, evaluation and design of information and communication technology services

Kjell Ohlsson
Linköping University

Hans Persson
Institute for Humane Technology

*Olle Östlin
Institute for Humane Technology, Heden 112, SE-82130 Bollnäs

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     Last modified: May 1, 2005

Abstract
The Bollnäs’ model refers to an approach for testing, evaluating and designing information and communication technology services for all kind of users. Usually an indicator group (test group) is compared to a control group consisting of people without any obvious impairment or difficulties. This “Design-for-all” model has been developed at a recently established Institute for Humane Technology (IHT), located in Bollnäs, a town in the middle part of Sweden. In collaboration with World Internet Institute in Gävle and the National IT User Centre in Uppsala efforts are made to come to grips with digital gaps. Despite the high penetration of IT-products and IT-services in Sweden about one third of the population are directly non users for different reasons. Considering the possibilities of 24-hours services and emerging e-democracy, and high governmental ambitions this condition is totally unacceptable. Therefore, it is a well recognized challenge in Sweden and elsewhere that services have to be designed for people with special needs. The concept of normality is challenged at IHT. From time to time all potential users might face difficulties of some kind in the interaction via public networks. These difficulties are frequently due to a poor adaptation of the technology to basic human requirements. Results from work with new interfaces and adapted services at IHT demonstrate that previous non users might perform excellent with adequate and timely support, adapted redesign of interfaces, and a simplified dialogue management. Thus, several user panels have been formed in Bollnäs, with a leading test site at Höghammarskolan, a boarding school for intellectually disabled. Other target groups are people with motoric disorders, visually and auditory impaired etc. The concept also includes validation on target groups with identical or similar problems. Results from a recently finished study financed by the Swedish Post and Telecom Board will be reported.