Evaluating content creators’ perceptions for cognitively accessible digital services

Abstract

This study explores the barriers and enablers that content creators face when implementing cognitively accessible features in digital services. Recognising that content creators play a key role in making digital services understandable and usable for people with cognitive challenges, this research addresses a gap in the existing literature, which often overlooks their perspectives. The study employed a qualitative research design using semi-structured interviews with 15 content creators from various Finnish organisations in the education, business, and union sectors. The data were analysed using thematic analysis. The study is grounded in service-dominant logic and the concept of value co-destruction, emphasising that interactions between service providers and users can either facilitate value co-creation or result in value co-destruction within digital service experiences. Key barriers identified include lack of time, insufficient knowledge, and weak organisational support, while enablers include clear guidelines, skilled personnel, and supportive technology. The findings highlight the need for organisational investment in training and resources to enhance content creators’ ability to produce cognitively accessible digital content.