...stage two: 1. Pre-service signposting This is how services promote their online channel before a user has contacted them, for example, through automated in-queue phone messaging or posters on the...
...the personas to consider carefully how they design their assisted digital provision to meet vulnerable users’ needs. Follow Angela on Twitter and don’t forget to sign up for email alerts...
...of callers to prison booking phone lines All the hard work paid off. We used this data to design an assisted digital service for the 20% of users who have...
...the Helen Hamlyn Centre for Design and explaining the difference between assisted digital and digital inclusion. We’ll now be blogging here about who we’re talking to and what we’re finding...
...Service Design Manual. "How will I be supported?" We’ve done a lot of work with services to understand what good support looks like for each channel. Our guidance in the...
...also has a dedicated team who will support you with guidance, contacts and advice to help with your assisted digital research. Follow Angela on Twitter and don’t forget to sign...
...users in digital service design You should include assisted digital users (those with low or no digital skills) in your research around the on-screen part of your service, not just...
...guidance, contacts and advice to help with your assisted digital transformation. Follow Angela on Twitter and don’t forget to sign up for email alerts [1] Figures from the GDS Data...
We've been talking to service teams and content designers, getting their feedback on the Government Service Design Manual's assisted digital guidance. We want to make it as helpful as possible...
...looking to share our experiences to help other services facing, or about to face, similar challenges. Follow Rural payments on Twitter and don’t forget to sign up for email alerts...