Somewhat accessible, still unusable : Exploring accessibility and usability barriers in digital government information for neurodivergent users

Government websites play a large part in providing the public with essential information that allows them to complete civic tasks such as filing taxes, applying for benefits, as well as understanding their rights.However, despite comprehensive national and international legislation and frameworks and standards being available to ensure accessibility, research has shown that many government websites fail to comply with accessibility requirements.This study aimed to understand how individuals with ADHD and related conditions experience the usability and accessibility of government information online.Using cognitive load theory and task-technology fit, the study examines how well digital government information aligns with the needs of neurodivergent individuals.Two surveys were used to map common tasks, perceived difficulties, and coping strategies of self-identified neurodivergent individuals.By reviewing and analyzing the collected data, as well as identifying the gaps in accessibility guideline implementations, the study offers insight into where and how current digital services fall short in supporting cognitively diverse users.Results indicate that neurodivergent individuals frequently face challenges related to information overload, unclear structure, and complex language.These findings highlight the need for cognitively accessible design in digital government information.The study concludes that achieving true accessibility requires moving beyond compliance toward user-centered design strategies that address the cognitive demands placed on diverse users.