Ensuring Accessible & Inclusive MOEI Services for People of Determination
End-to-end accessibility evaluation for visual, hearing, and mobility-impaired users to improve clarity, independence, and trust in MOEI’s digital services.
Challenge & Context
The Ministry of Energy & Infrastructure (MOEI) provides essential digital government services through its Manzili platform. To evaluate whether People of Determination (PoD) could independently locate, understand, and complete core services, the TDRA UX Lab conducted a three-cohort usability study with visual, hearing, and mobility-impaired users.
The goal was to uncover accessibility barriers and deliver actionable improvements aligned with UAE Accessibility Standards & WCAG 2.2 AA.
RESEARCH OBJECTIVES & APPROACH
Objectives
- Evaluate how PoD users navigate, understand, and complete key services.
- Identify accessibility barriers that affect independence, trust, and task success.
- Provide actionable recommendations for inclusive, compliant digital experience.
Methodology
Visual Impairment: NVDA screen-reader testing
Hearing Impairment: Sign-language + caption reliance
Mobility Impairment: Limited dexterity, assistive devices
Tools: Interpreter, NVDA, Tobii, Accessibility Grid
KEY FINDINGS
Visual Impairment (Screen Reader Users)
Key components not announced correctly (dropdowns, search filters, buttons).
Missing form labels + ARIA roles disrupted flow and focus order.
Outcome: 55% task completion without assistance.
Recommendation: Improve ARIA, restructure focus order, label all form controls.
Hearing Impairment
Sign-language feature was difficult to find and inconsistent.
Submit button placed at the top — users thought form wasn’t completed.
Outcome: 51% satisfaction.
Recommendation: Persistent SL icon, clear step progression, reposition Submit.
Mobility Impairment
Missing Service Card summarizing eligibility, fees, and duration.
Dropdowns unclear, help text inconsistent with customer service guidance.
Outcome: 86% satisfaction.
Recommendation: Standardize Service Card, unify guidance, clarify form fields.
Cross-Cohort Insights (Summary Table)
IMPACT & OUTCOMES
70 usability & accessibility issues documented, categorized, and prioritized across 3 disability cohorts.
P0 fixes implemented:
Screen Reader Parity
Drop Down Accessibility
Button Placement
Short-term roadmap:
Service card rollout
Dashboard redesign
Improved sign-language integration
Long-term impact:
MOEI adopted an Accessibility QA Checklist inside their governance cycle.
REFLECTION
Testing with People of Determination showed that accessibility goes beyond compliance — it is about clarity, empowerment, and confidence. Small issues like missing labels or inconsistent help instructions significantly impacted independence.
This project deepened collaboration between UX, development, and policy teams and informed a sustainable accessibility roadmap.
🧰 Tools
Interpreter, NVDA, Tobii, Accessibility Grid
👥 Stakeholders
UAE PASS Digital Vault Team
⏱ Duration
1 Month
👤 Participants
3 Disability Cohorts
“Next → MOEI - People of Determination Service
Evaluating accessibility and service flow for People of Determination — enhancing usability and trust in digital government