Unlocking Digital Access: Bridging Arabic Language Gap on U.S. Government Websites

Name: Charlie-Moshé Elias

Pronounce: He/Him & They/Them

Title: UX/UI Designer & Researcher

Supervisor: Megan O’Meara

Affiliations: Flexion Inc. & The General Services Administration

Outline

The report begins with a brief introduction outlining the scope and objectives of the research, emphasizing the critical need to enhance language accessibility on government websites for Arabic-speaking users. To contextualize this initiative, the subsequent background section integrates key demographic and linguistic data sourced from credible institutions such as the Arab American Institute and Pew Research Center.

The data gleaned from these resources not only provides insights into the distribution and growth of the Arabic-speaking population in the U.S., but also underscores the importance of addressing language barriers through inclusive digital solutions. Conducting this initial research was crucial to establishing a foundation of understanding before seeking participants for interviews, which generated significant key findings as will be highlighted throughout the report.

Later, we transition to the pre-interview process, where questions have been meticulously crafted to respect cultural differences and sensitivity. Additionally, I will highlight the local organizations through whom I was able to recruit most of my interviewees. After revealing some of the major key findings in this research regarding Arabic speakers, I will discuss some areas of consideration that emphasize the importance of improved language access and address key insights gained from the study.

Problem statement: Issue at Glance

Government websites serve as crucial portals for accessing public services and information. Ensuring these platforms are accessible to all citizens, including Arabic-speaking communities, is paramount for promoting inclusivity and equity in digital governance. This report synthesizes key findings and observations from research conducted on the usability and language accessibility preferences of Arabic-speaking users when interacting with government websites. 

The study involved interviewing 12 participants from diverse regions of the Arab world, including Iraq, Syria, Saudi Arabia, Egypt, and Arabic-speaking citizens of the State of Israel.

Background Information on Arabic Language Research

According to research conducted by the Arab American Institute, the distribution of Arabic speakers in the U.S. is concentrated heavily in metropolitan areas such as New York, Detroit, Los Angeles, Chicago, Washington D.C., and Minneapolis. These areas account for up to 95% of Arab Americans, with significant populations also residing in states like California, Michigan, New York, and Texas (Arab American Institute).

The demographic profile of Arab Americans reveals diverse origins, with ancestral ties predominantly from Lebanon, Egypt, Syria, Palestinian Territories, Iraq, and North Africa. The community has experienced substantial growth, nearly quadrupled in size since 1980, driven largely by immigration (Arab American Institute).

Furthermore, data from Pew Research indicates that Arabic has become the seventh most spoken non-English language at home in the U.S., with a notable increase from 215,000 speakers in 1980 to 1.4 million in 2021. This demographic trend underscores the importance of enhancing language accessibility and support for Arabic-speaking communities on government websites (Pew Research Center).

This background information provides context for understanding the linguistic diversity and demographic trends among Arabic speakers in the U.S., informing efforts to improve digital access and inclusivity for this growing population.

 Sources:

• Arab American Institute;

• Pew Research Center. 

Methodology     

Apps & Websites	Purpose	Devices
Figma	To design, prototype, and visually document language accessibility challenges and potential UI/UX improvements, including RTL (right-to-left) layout adaptations. Used to synthesize user feedback into wireframes.	iMac and MacBook Pro
Zoom	To conduct remote user interviews and stakeholder meetings while accommodating participants’ availability and comfort. Also used for recording qualitative insights.	iMac, MacBook Pro, and  iPad Pro
Loom	To conduct remote interviews with Arabic-speaking participants and stakeholders. Enabled rapport-building and recorded qualitative sessions for analysis.	iMac, MacBook Pro, and  iPad Pro
Spreadsheet	To organize participant demographics, code qualitative data, and identify trends across dialects and locations. Used for thematic analysis.	iMac and MacBook Pro
Google Doc	To draft and edit interview scripts, notes, and the final research report collaboratively.	iMac and MacBook Pro
OneNote	To capture live interview notes, highlight direct quotes, and tag insights related to usability and language accessibility.	iMac, MacBook Pro, and  iPad Pro
Mural	To visually synthesize findings using affinity diagrams and ideation clusters. Supported thematic analysis and collaborative brainstorming.	iMac and MacBook Pro

Understanding User Perspectives for Enhanced Digital Accessibility

Before embarking on user interviews, it's crucial to establish a framework of inquiry that addresses the unique needs and preferences of Arabic-speaking users in digital environments. This section proposes a set of non-interview questions designed to explore various dimensions of user experience and usability. These questions aim to uncover insights into linguistic, cultural, and accessibility considerations that impact how Arabic-speaking individuals interact with digital interfaces. By delving into these aspects, we seek to inform the development of inclusive digital solutions that cater effectively to the needs of Arabic-speaking users. The following questions are crafted to guide the research process, ensuring comprehensive exploration of user expectations, challenges, and preferences within the context of language accessibility on digital platforms.

Key Considerations in developing non-Interview research questions for Arabic-speaking users include:

1. Linguistic and Cultural Considerations: Exploring how linguistic nuances and cultural factors influence the user experience for Arabic-speaking individuals interacting with digital interfaces.

2. User Interaction Preferences: Investigating preferred methods of interaction among Arabic-speaking users, considering language preferences, text directionality (right-to-left), and adherence to cultural norms.

3. Challenges in Accessing Digital Content: Identifying common obstacles faced by Arabic-speaking users when accessing digital content in their native language, such as limited to no availability or poor quality of Arabic content.

4. Navigation and Search Behavior: Understanding how Arabic-speaking users navigate and search for content within digital platforms, including barriers like language barriers or unfamiliar interface designs.

5. Localization Expectations: Determining the expectations and preferences of Arabic-speaking users regarding the localization of digital interfaces, including the quality of translation and cultural adaptation.

6. Impact of Interface Design: Examining how the design and layout of user interfaces affect the comprehension and engagement of Arabic-speaking users, considering visual hierarchy and usability principles.

7. Strategies for Arabic Language Support: Identifying effective strategies for integrating Arabic language support into digital products while ensuring usability and satisfying user expectations.

8. Perceptions of Machine Translation: Exploring how Arabic-speaking users perceive machine translation and localization efforts in digital interfaces, and gather suggestions for improvement.

9. Accessibility Considerations: Addressing unique accessibility needs among Arabic-speaking users, particularly those with visual or cognitive impairments, and exploring how digital products can be made more inclusive.

10. Utilizing User Feedback: Emphasizing how user feedback and usability testing can be utilized iteratively to enhance the language accessibility of digital products for Arabic-speaking users.

Producing questions based on the categories above was intended to delve into various aspects of user experience and usability for Arabic-speaking individuals on digital platforms. They aim to uncover insights that can inform the design, development, and enhancement of digital products to better serve this demographic. By addressing linguistic, cultural, usability, and accessibility considerations, the research seeks to improve overall user satisfaction and engagement among Arabic-speaking users, ensuring that all relevant aspects of their digital experience are thoroughly explored and effectively addressed.

Building Partnerships

Throughout this project, I collaborated closely with prominent local organizations in the Great Seattle Area dedicated to empowering and supporting Arabic-speaking communities across Washington state.

While they helped identify research participants, these partnerships were instrumental in gaining deep insights into the challenges and needs faced by these communities in various aspects of their lives. Here are the organizations involved and their pivotal roles in enhancing the well-being and integration of Arabic-speaking individuals:

1. Iraqi Community Center of Washington

   • Location: Kent.

   • Focus: Provides social support, cultural events, and language assistance to Iraqi immigrants and refugees.

2. World Relief

   • Location: Kent.

   • Focus: Offers refugee resettlement, legal aid, employment services, and English language classes to immigrants and refugees.

3. Jewish Family Services

   • Location: Kent.

   • Focus: Provides counseling, emergency assistance, refugee resettlement, and support for older adults, regardless of religious affiliation.

4. Lutheran Community Services Northwest

   • Location: Seattle.

   • Focus: Supports vulnerable populations, including refugees and families, through a range of social services promoting community re=-silience.

5. English Language Learning Center at Seattle University

   • Location: Seattle.

   • Focus: Offers English language classes and support services to non-native speakers, helping them achieve academic, professional, and personal goals.

6. ESL (English as a Second Language) Program at Seattle Central College

   • Location: Seattle.

   • Focus: Provides English language classes and support services to individuals seeking to improve their English proficiency for various purposes.

     
     

These entities can be divided into two distinct groups: social service providers and language teaching academic institutions. Although these organizations offer English learning classes, I included ESL institutions in Seattle to diversify my research participants. This step underscores my emphasis on the diversity of Arabic-speaking people's dialects, which vary based on their countries of origin.

Furthermore, I observed that classes offered by social service organizations were predominantly attended by asylum seekers from Iraq, Syria, and other countries. In contrast, ESL classes at academic institutions were notably tailored for international students, particularly from the Arab Gulf region. This distinction adds valuable perspective to my research by utilizing a more representative sample. However, I gave priority to the former group due to the relevance of the project goals, which target Arabic-speaking users permanently living in the U.S. with limited English proficiency, as opposed to the latter group who attend ESL classes at academic institutions primarily for educational purposes and may or may not stay in the country, depending on their work and immigration status.

Reflecting on my connection with the social service organizations, as a Seattle resident, who was once part of one of these communities and whose family were constituents upon our arrival as refugees, collaborating with them on this project has been both personally significant and professionally fulfilling.

Delving into this journey of exploration and discovery, here are some major key findings from my research on language accessibility for Arabic-speaking users on government websites, synthesized from user interviews using Figma and Mural. 

Key Findings

1. Visibility and Labeling of Language Options

   • Users prefer prominently placed language selection options, ideally positioned on the upper right side of the webpage.

   • Clear labeling in both native Arabic script (Arabi عربي) and the commonly translated version (العربية) is essential for intuitive navigation.

   • English terms like "languages" may not be immediately understood, highlighting the importance of culturally and linguistically appropriate design choices.

2. Navigational Challenges and External Support

   • Many users encounter difficulties finding information in Arabic directly on government websites.

   • External tools such as Google Translate or assistance from friends are commonly used as alternatives.

   • This underscores the need for comprehensive Arabic content and effective search functionalities within government portals to enhance user autonomy and satisfaction.

3. Trust and Security Concerns

   • Users express apprehension regarding data security and privacy when redirected to third-party translation services or external websites.

   • There is a strong preference for staying within the government site ecosystem for accessing translated content, emphasizing the need for integrated, secure language solutions.

4. Preference for Human-Translated Content

   • Users value accuracy and reliability, preferring human-translated content over instant AI translation.

   • Government websites are expected to offer professionally translated resources in Arabic to ensure clarity, trustworthiness in information dissemination, and accessibility of resources.

5. User Experience and Design Expectations

   • Expectations for user experience include avoiding disruptive pop-ups and ensuring seamless navigation within the same website.

   • Intuitive design elements such as combining symbols with (relevant and carefully selected) text for language selection are favored for clarity and ease of use.

   • Cultural sensitivity in design choices is crucial to accommodate diverse user preferences and expectations.

6. Impact on Access to Services

   • Limited Arabic content on government websites can hinder access to essential services and benefits for eligible Arabic-speaking users.

   • Addressing these challenges is pivotal in fostering equitable access to public resources and enhancing community engagement through inclusive digital practices.

Areas of Consideration

Linguistics and Literacy 

Arabic is spoken in over 20 states, each with its own dialect, and even within a single country, there can be multiple dialect variations. Therefore, the Arabic used in professional or official settings is often a classical version (known as Fus-ha). However, this version might be hard to understand for some users who express literacy needs, impacting their ability to access resources for which they are eligible.

Additionally, the influx of Arabic-speaking refugees and immigrants, many of whom fled war zones, means that users come from different educational, class, and socio-economic backgrounds, affecting their level of literacy and comprehension of technical terms. In more precise terms, a number of these individuals come from unstable regions in the Arab Middle East, fleeing war zones, harsh economic situations, political turmoil, and more. Thus, having patience, understanding, and sympathy while dealing with such vulnerable people is crucial for maintaining a healthy and productive interview process. This approach is essential for delivering the outcomes needed to improve services for these individuals.

For this project, it is crucial to acknowledge the diversity in dialects among the participants, who come from different regions of the Arab world. The dialectical differences can create significant communication challenges. Classical Arabic, known as Fusha, is often used as a universal form of the language; however, many participants may not fully understand it due to differences in literacy levels. This highlights the need for accessible and understandable language options on government websites to ensure effective communication with all users.

Necessity over Convenience

Arabic speakers, accustomed to reading from right to left, often expect language indicators to be prominently placed in the upper right corner of websites. However, many users prioritize seeing their language displayed correctly over its specific location on the page. From a design standpoint, the placement of language indicators—whether on the right or left side—is less crucial, provided the indicator is in Arabic text, making it easily identifiable on predominantly English pages.

Balancing Unconventionality with Innovative Solutions

Users' perspectives diverge on the implementation of translation options, particularly when encountering a pop-up page. Proponents value the option for its time-saving benefits while navigating government websites. However, they find it disruptive when required to choose between accepting or declining the translation.

Conversely, opponents express security concerns, fearing potential redirection to third-party sources upon selecting the translation button. Additionally, users are uncertain about how to re-access the translation pop-up if inadvertently closed.

This discussion underscores the varied considerations and user apprehensions surrounding translation features, specifically the use of pop-up pages, on government websites.

An Eye into User Experience

How do they go about in their search?

In search of public benefits and services in their respective states, many Arabic-speaking users prefer selecting sources ending with .gov when prompted to the results page on Google. This preference stems from their desire to find credible sources for the information they seek.

Before proceeding further, I'd like to emphasize that one of my goals as a researcher in this project, and as a participant in this presentation, is to showcase the impact of language access issues on the delivery of government benefits and services from different perspectives, as will be discussed in the upcoming slides.

How do they interact with technology during their search?

Although there's a consensus for finding information on websites ending with .gov, a group of Arabic-speaking users shared their experiences of finding information through video clips on social media platforms such as YouTube and Instagram, particularly among younger users. These clips are often narrated by former or recently arrived refugees and immigrants who utilize these platforms to share their experiences for the benefit of info-seeking users.

It is important to emphasize that resorting to such platforms is often a direct result of their inability to find content in Arabic on government websites. Additionally, the lack of clear language indicators can make existing Arabic content inaccessible, thus impacting their ability to learn about resources for which they are eligible.

Conclusion

This research underscores the critical need for government websites to adopt inclusive design practices that prioritize language accessibility for Arabic-speaking users. By implementing user-centered strategies including intuitive language selection options, culturally sensitive design elements, and robust content localization efforts, policymakers and web developers can enhance user trust, improve accessibility, and facilitate informed access to governmental services. This work contributes to advancing digital equity and promoting inclusive governance practices in the digital age.