This master’s thesis explores the challenges older adults face when using digital public healthcare services, with a particular focus on the Slovenian portal zVem. Motivated by personal experience and a commitment to inclusive design, this research employs qualitative methods, primarily interviews with older users, healthcare professionals, and institutional representatives, to develop a comprehensive understanding of systemic barriers to digital accessibility.Findings reveal that the obstacles are not merely the result of limited digital literacy, but also stem from overly complex access procedures, insufficient support, andinadequately adapted design solutions. Based on these insights, the practical component of the thesis involves a redesign of the zVem application’s user interface, aiming to improve accessibility and user experience. To further support those who use digital services infrequently or with difficulty, the solution is complemented by an analog printed manual.The combination of digital and analog approaches offers a design-based response to the systemic exclusion of older users and underscores the critical role of design in creating more equitable and accessible digital public services.
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