Our everyday social, political, and economic lives rely heavily on the Internet and web apps. Information gathering, communication, reading, gaming, banking, shopping, job searching, seeing films, enjoying music, interacting with others, finding a mate, and many other activities can all be done with them. Thus, it is evident that digitalization has become an integral and pervasive aspect of our everyday lives. Therefore, digitalizing government services has significant potential to create a seamless customer journey marked by enhanced administrative process convenience and efficiency. However, the impact of the digitalization of public administration on people with visual impairments remains under-researched.

This study examines the experiences of visually impaired individuals with digitized public services, aiming to identify critical factors for their practical use and develop a framework for inclusive digital design. Using Design Science Research (DSR), the study systematically investigates and addresses the barriers visually impaired users face through the iterative development and evaluation of digital solutions.

The analysis includes a review of relevant legislation and its implementation in the Swiss legal framework and an investigation into the real-life experiences of visually impaired users. This study aims to gather information relevant to designing a package of minimum standards that should be considered when introducing digitized public services for individuals with visual impairments. The aim is to create an accessibility checklist for various public services, including digital identification and authentication services, online health services, public transport information systems, and online voting systems. Furthermore, it emphasizes the importance of prioritizing accessibility in the digital transformation of government processes.