...of the service, we don’t see the support demonstrated in an assessment. So the service team needs to describe how the support will meet user needs and the Digital Service...
...and numbers of paper applicants. We also discovered that a high number of paper applications came from smaller farms with smaller claims. We knew that a number of our users...
...to talk about the user research they’ve done with people who can’t use the digital service independently. 1. Does the service team understand what assisted digital is? Some service teams...
...service provision. Service teams must describe service testing environments not only for on-screen elements but also for assisted digital support. Point 12: Designing a service that is simple and intuitive...
An increasing number of services are coming in for assessments against the Digital by Default Service Standard. A GDS panel, debriefing post assessment Assisted digital is point 10 of the...
...what we could do to help them. Changing the way we offer the service We found our customers prefered to get support over the phone, a service which we already...
GDS user researcher Ruben Perez Huidobro has been busy helping the Waste carrier registration service. As this service moved towards being released as a public beta he has been researching...
...making sure everyone is able to access this service. Before the new prison visit booking service launched, the only way to book a prison visit would be by receiving a...
HMRC’s Sara Godfrey talks about her experience as an assisted digital lead for Tax Credits Service. The Tax Credits service has just over 5 million customers. We estimate that around...
...Every service has different proportions of assisted digital users. During the discovery and alpha of service development, teams will need to: develop an understanding of how many users need support...