HUMAN-CENTRED DESIGN FOR DIGITAL SERVICES

How to Cite : MD. Mujaffar, Akash Maniteja & Ganesh Gopal Varshney (2021). Human-Centred Design for Digital Services. International Journal of Multidisciplinary Research & Reviews, Vol.2021, no1, pp. 14-28.

Abstract

Human–Computer Interaction (HCI) is a multidisciplinary field concerned with the design, evaluation and use of interactive computer systems that are effective, efficient, accessible and satisfying for diverse users. This study examines the principles, theoretical foundations and practical techniques of HCI, with particular emphasis on user-centred design and usability in webbased and mobile digital services. The study traces the evolution of computing interfaces from machine-centred systems to contemporary human-centred approaches involving graphical interfaces, touch interaction, voice interfaces, mobile computing and artificial intelligence. The research focuses on the interaction between humans, computers and their surrounding physical, social and cultural contexts. It examines important HCI concepts including human perception and cognition, mental models, interaction techniques, feedback, affordances, constraints, mapping, usability and accessibility. Particular attention is given to the Indian digital environment, where users may differ considerably in language, education, digital experience, device capability and connectivity. These factors can significantly influence the accessibility and usability of essential digital services. The study aims to identify common usability problems, evaluate user performance and experience, assess accessibility, and examine the effectiveness of user-centred design and usability evaluation techniques. The research employs heuristic evaluation, structured surveys, task-based usability testing, and accessibility auditing. A redesigned high-fidelity prototype is evaluated against an existing baseline system using measures such as task completion rate, task completion time, error frequency and perceived usability. The study is expected to contribute an integrated framework of HCI principles and practical design recommendations for developing effective, accessible and user-friendly interactive systems. The findings are particularly relevant to public digital services, where improved usability and inclusive design can reduce interaction failures and help ensure equitable access for diverse user groups.