Spørreundersøkelse om NAVs digitale tjenester og innbyggernes tilbakemeldinger

This study presents new insights regarding users’ experiences with the Norwegian Labour and Welfare Administration’s (NAV) online services, as well as a number of recommendations for giving feedback to public websites. The answers to an online survey among NAV’s users with impairments and chronic conditions show that a great share of users struggles with a series of challenges, and the majority of users needs help. The most often mentioned causes are matters that are difficult to find or difficult to understand, and that services are experienced as cumbersome and time consuming. Often, it is not straightforward to get assistance either. Accessibility deficits account for a significant share of culprits. Despite these difficulties, however, only a minority actually reports back to the service provider. Here, the most important explanation is that feedback mechanisms are often hard to find, and many users believe that reporting issues is of no use. The answers show further that users have clear expectations towards how online public services should be, and how they should not be. From a user perspective, a feedback mechanism is obviously viewed as an integral part of an online service. The list of things to avoid is most crucial in order to avoid negative feelings at the user's side, and to avoid landmarking negative experiences. Hopefully, this study is a tiny contribution to better feedback mechanisms and more inclusive online public services in the future, that is, with a higher degree of experienced usefulness, usability and accessibility, and which therefore is used much more often.