Acesso a benefícios digitais: uma análise das dificuldades de inclusão para excluídos da sociedade da informação sob a ótica da IHC

Abstract

Human-Computer Interaction (HCI) is a multidisciplinary field that brings together concepts from psychology, sociology, ergonomics, and technology to analyze and improve the relationship between individuals and computer systems. Digital exclusion can be attributed to a lack of familiarity with digital devices, poorly designed interfaces, and the absence of accessibility and usability features. For this study, a banking application commonly used by individuals over the age of 60 was selected as the basis for prototype evaluations, specifically the Android version of the system. Standard Electronic Transfers and Pix transactions were simulated within the selected app to conduct the tests. To further explore usability and user interaction, a questionnaire was developed to assess accessibility standards. Based on the responses, the proposed system showed positive results regarding navigation, error clarity, user satisfaction, and icon recognition. However, 45.4% of users were unable to easily locate the contrast tool, indicating a clear area for improvement. The analysis of the questionnaire data led to the conclusion that the proposed application demonstrates a high level of essential usability. It is easy to navigate, features a clear and comfortable visual design, and provides effective user feedback—resulting in increased user satisfaction and a sense of security. These factors are essential for digital inclusion and reflect the successful application of several HCI principles. Nevertheless, the difficulty experienced by nearly half of the users in locating features such as font enlargement and high contrast represents a significant barrier to full digital inclusion, particularly for older adults who are more likely to rely on such tools.