...of capability currently exists, pointing to an opportunity to develop self help networks, with more experienced services advising and coaching those new to the area. To share examples of best...
...digital (AD) support needs for business users of online government services can be a tricky business. Services are sometimes unsure of how best to find their business users who need...
...in the best place possible… user research! Getting to the bottom of it all Our initial surveys and analysis did not reach those customers who were unable or unwilling to...
...digital support. We’ll be building on this over the next few months; testing language with more users across different services and developing some best practice guidance. "How are my needs...
...cognitive walkthroughs of the prototype service with them to identify potential issues for assisted digital users. Contributing to co-design workshops. These discussed different solutions, focusing on the content and identifying...
...of preparation should participants be given before they arrive? what format should this take? in which part of the country would it be best to run the pilot? who should...
GDS assisted digital lead Alan Rider reflects on some of the best examples he has seen of services' assisted digital support. It's fair to say that it’s been a learning...
During the Digital by Default Service Assessment, every service will be assessed on whether the service team has identified who will need digital assistance and how best to provide it....
...we understand that for many there are barriers they need to overcome; clear processes that allow our teams to assess users’ needs and offer the best possible solution; the provision...
...into user needs ensures that nobody is excluded from the service and that taxpayers’ money is used to best effect. Whether a service does or doesn’t pass, we usually make...