Government is transforming digital services to be so good that people prefer to use them, but what happens when a user can’t use the online service? Will they be excluded...
...user needs, and find out about possible assisted digital service solutions to meet these needs. Building our knowledge about assisted digital users Assisted digital users are people who can’t use...
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...intermediaries. If this is because those users can’t use the digital service independently, the service team needs to show that they have identified user needs for support, in case users...
...work out demographics learn what the user needs are Use demographic and customer insight data to identify and understand who your users are and how they use your service. Feedback...
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...
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...The first stage in designing needs assessment (or ‘triage’) for assisted digital is to understand how departments currently assess user needs and what works for their users. As part of...
...digital skills can use digital by default services (GDS committed to doing this in Action 9 of the Government Digital Strategy). What is assisted digital? Digital by default includes people...
...users who can't use GOV.UK Verify such as thin file users. Thin file users include people: under the age of 19 who have been in the UK for less than...