Breaking the loop: a human-centred vision for information retrieval systems that serve all users

Information retrieval (IR) systems have predominantly been designed for and evaluated in mainstream user populations, creating a self-reinforcing cycle of exclusion for underserved groups, e.g. differently-abled individuals, cultural minorities, those facing economic constraints, experiencing digital divides, language barriers, or those at age extremes. This opinion paper presents findings from a collaborative brainstorming session on underrepresented users in IR, identifying key challenges and pathways toward more inclusive design. Our analysis reveals a critical loop: lack of access leads to underrepresentation in datasets, which in turn leads to inadequate consideration in system design, perpetuating exclusion. We present guidelines for breaking this cycle through four interconnected dimensions: interface design grounded in participatory methods and universal accessibility, adaptive algorithms that respond to diverse capabilities and contexts, evaluation methodologies that position underserved users as active collaborators rather than passive subjects, and responsible AI integration guided by user-centred principles.