Pilots are small-scale pieces of research with a limited number of a service’s users. They are a great way to test and iterate elements of your service.
Richard Palfery, analyst in the GDS Assisted Digital Team, describes a recent research pilot testing walk-in assisted digital support.
Digital by default services need to be designed to include all of their users, including British Citizens with assisted digital needs overseas. In late 2015 the Home Office hosted a workshop on assisted digital overseas
Ana Cecilia Santos, a user researcher working on redesigning the Ministry of Justice's Help with fees service, talks about how the team is capturing it's users online skills and access and mapping these across the Digital Inclusion scale.
Richard Palfery, analyst in the GDS Assisted Digital team, reflects on his experience of recruiting research participants with assisted digital support needs.
Vanessa Clynes, User Experience Manager for the Employer Digital Service shares some of the challenges she faced when researching the assisted digital needs of business users.
GDS assisted digital lead Alan Rider shares a few thoughts on preparing to have your support assessed against the digital service standard
The Environment Agency’s Frazer Rhodes, from the National Flood Resilience Team explains how their Flood Warning service is developing high quality support for their offline users.
GDS assisted digital leads Roxanne Asadi and Alan Rider reflect on some of the common mistakes made when services start thinking about their offline support.
Catherine Obradovic, a GDS assessor, talks about what to look for when assessing support for digital services.