Why usability is important

Shows people we respect them

People who access public services do not usually have a choice about using that service. They are a captive audience and we should respect them as people with complex lives and needs.

Usable content and services show we understand our users' contexts and needs – whether they're a citizen, visitor, asylum seeker or refugee in Scotland.

Does not waste users' time

Users spend a longer time on hard to use or understand services.

That's time they could have used on something more important to them. For example, time with their children, engaging in wellbeing activities, socialising or earning money.

This frustrates users and harms our reputation.

Does not waste public money

If people find accessing a service difficult, they will seek help. For example, they may phone or email to ask for help or complain if they cannot complete an online form.

This means your service will spend more money than necessary on support staff. Unusable services cost more money to run.