Essential, Yet Overlooked: Identity Verification Barriers for Blind and Low Vision People in Government Services

TL;DR

This study reveals systemic accessibility issues in government identity verification processes for blind and low vision individuals, highlighting how design flaws impact security, access, and autonomy.

Contribution

It provides empirical insights into the challenges faced by BLV users through analysis of Reddit posts and interviews, emphasizing systemic barriers and user perspectives.

Findings

Inaccessible workflows hinder security and access for BLV users.

Repeated verification and physical infrastructure issues exacerbate exclusion.

Participants view AI as both an aid and a potential fraud vector.

Abstract

Identity verification is a critical gateway to accessing government services and public benefits, yet contemporary systems are typically designed around visual interaction, leaving blind and low vision (BLV) individuals disproportionately burdened. In this work, we examine how BLV users navigate identity verification in government services and how current designs shape their access, security, and autonomy. Through a mixed methods study combining analysis of 219 Reddit posts and semi-structured interviews with 16 BLV participants, we uncover systemic accessibility breakdowns across both digital and in person verification processes. Our findings show that inaccessible verification workflows do not merely inconvenience users, they restructure how security is achieved in practice. We also identify how repeated verification demands, inaccessible physical infrastructure, and policy changes exacerbate exclusion from essential services. At the same time, participants articulate complex perspectives on AI, viewing it as both a critical accessibility aid and a growing vector for identity fraud.