HCI study of a tax card administration service INF-5261 Mobile information systems Sven M. Bakken Kristin Skeide Fuglerud Øivind Hagen Hani Murad Ole Halvor Smylingsås

TAX card - Skattekort The tax card demonstrator/prototype is developed as a part of an international project; OSIRIS is an across-domain open source service platform that will provide support for services provisioning, aggregation, delivery, context adaptation and lifecycle management. The tax card prototype is one of several prototypes that will serve to elicit requirements to the Osiris service platform.

Tax card – Skattekort For the Norwegian tax authorities an important goal with the mobile tax card prototype is to learn about different aspects of mobile services. The mobile tax card service it is based on the principle of self-service, and is directed to all citizens that requires a tax card, regardless of age, education, digital literacy or abilities. According to current policy in EU and Norway public services shall build on the principle of universal design. Our focus will be the HCI, usability and universal design aspects of the tax card prototype.

Wonderings 1 Is changing/accepting tax card information through the cell phone a good idea? Which usergroups will want to use the application? Which usergroups will be able to use the application? The service should be accessible to a broad a range of users as possible? What does universal design of mobile services mean in practice? How to make this service as accessible as possible? How can the usability of the prototype be improved? The tax card application contains a lot of information. Can this information be communicated effectively by combining different interaction techniques and output modalities, for example by use of speech output? Which cell phones will the application work with?

Wonderings 2 The tax card service is a compound task. It has a certain workflow; including checking several numbers, changing or filling out numbers, selecting values and doing an evaluation to see if is correctly filled in. Because of the mobile context and the small screen one may think that this is not ideal as a mobile service. To what extent can carefully considered design contribute to overcome these challenges?

Methods Literature review User study –Given the broad target user group, we must consider how many and what categories of users. –Observation when using the prototype? data collection: notes, tape or video –interviews?

Universal design/ design for all – universell utforming 1.Equitable use: The design is useful and marketable to people with diverse abilities. 2.Flexibility in use: The design accommodates individual preferences and abilities. 3.Simple and intuitive use: How to use is easy to understand, regardless of the user's experience, knowledge, language skills, or current concentration level. 4.Perceptible information: The design communicates necessary information effectively to the user, regardless of ambient conditions or the user's sensory abilities. 4.Tolerance for error: The design minimizes hazards and the adverse consequences of accidental or unintended actions. 5.Low physical effort: The design can be used efficiently and comfortably and with a minimum of fatigue. 6.Size and space for approach and use: Appropriate size and space is provided for approach, reach, manipulation, and use regardless of user's body size, posture, or mobility. Universal Design refers to the design of products and environments to be usable by all people, to the greatest extent possible, without the need for adaptation or specialized design. The principles and the key concept embodied in the principle are (ref: The Center for Universal Design):