Improving Access to Online Community Services for People With Disabilities Following the COVID-19 Pandemic Through Co-Creation Workshops

Abstract

Community organizations supporting people with disabilities (PWD) initiated or increased their online services to maintain their support during the COVID-19 pandemic. The objective of this study is to report on the collaborative development of solutions to improve access to online community services for PWD. This study followed a multiple-case design to report on the co-creation process engaged by four community organizations. A four-step methodology for co-creation was applied and documented by field notes. Cases were analyzed separately, and then, cross-case analyses were performed. Eighteen members and employees of community organizations participated in co-creation workshops (3 per organization). Co-created solutions to accessibility of online services were developed in each case, and three out of the four organizations chose to implement them. The co-created solutions are expected to improve access to online services and satisfaction among PWD. A similar approach of co-creation could benefit the development of other online community services for PWD.