In Ontario, many individuals who speak and read languages other than

English or French use government services. This major research project explores how to make
services more accessible for populations who speak and read English as a second language. Following
an analysis of services currently available, participatory design methods with Chinese speakers who
do not read
or speak English showed how written language can be augmented or replaced with animations, sound,
and representations of physical objects (such as automobiles, forms, drivers licenses, and license
plates) to deliver services to audiences from diverse linguistic backgrounds. Initial prototyping
suggests that
‘realistic’ or ‘visual’ representations can effectively augment or replace written language when
the aim is to convey something that is concrete, such as an automobile or license plate. When the
aim is to convey something that is slightly less concrete, such a car or home, outline drawings can
be effective. However, certain aspects of government services, such as legal disclaimers or privacy
information, are more difficult to convey without written language, suggesting that
writing can be minimized, but not eliminated completely.