Katy Arnold, Head of User Research Profession in the Home Office, talks about the approach they used to identify assisted digital users, which came up with some interesting and unexpected results.
We've been talking to service teams and content designers, getting their feedback on the Government Service Design Manual's assisted digital guidance.
Put appropriate assisted digital support in place that’s aimed towards those who genuinely need it. - Point 10 in the Digital by Default Service Standard
An increasing number of services are coming in for assessments against the Digital by Default Service Standard.
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.
Over the last few months we have been doing a lot of work with services to identify what the user journey for assisted digital will be.
As government becomes digital by default, we recognise that some people are offline and others, whilst online, have limited digital capability.
The GDS assisted digital team helps departments develop and deliver support for people who can’t use digital government services independently.
The assisted digital programme is based in the Government Digital Service (GDS).