Are We Still Under-Serving the Underserved?: An Analysis of 56 Blue-Collar Workers Using 2 Online Information Services

We examined the accessibility of online information services (OISs) for underserved communities through a user study involving 56 blue collar participants interacting with a website and an app for five tasks. The blue collar participants were generally unsuccessful on both platforms, with 12.7% (n=7) unable to successfully complete any tasks; a hundred percent required at least minor assistance. Participants were also inefficient, taking 28.62 more steps than optimal (143.1%) on the website and 10.41 more steps (47.3%) on the app. Time inefficiency was also noteworthy, with 535.76 more seconds than optimal (248.0%) on the website and 266.55 more seconds (142.4%) on the app. Though still poor, the app yielded better outcomes with higher success rates and usability ratings. Digital proficiency correlated with success on both platforms, which is good news as this is addressable by OIS providers. Qualitative analysis revealed that many in this underserved population were unaware that these valuable OISs were available to them. Findings underscore the need for OIS providers to prioritize targeted outreach to inform underserved communities that OISs are open and welcoming. Designing OISs with accessibility and simplicity targeted for mobile devices is crucial for bridging the digital literacy gap and empowering underserved communities to engage effectively with OISs.