Accessibility of Service Digital Infrastructures

This chapter examines the user experience and accessibility of digital platforms that provide school-related public services in Milan. By analysing the interfaces used by both final users (i.e., families) and back-office staff, we assess how design choices, procedural workflows, and language options impact actual service accessibility for families, especially those with migrant backgrounds. The analysis reveals that inconsistent multilingual support, unclear procedural requirements (e.g., SPID, CIE, ISEE), and confusing navigation patterns can hinder users from successfully enrolling children or accessing educational services. The chapter advocates for redesigning digital environments, particularly focusing on the digital platform of the Municipality of Milan, to better support user empowerment and improve administrative efficiency.