...would use to recruit were appropriate. Face to face recruitment would be used in the local area of the venues where we needed participants to arrive. The recruiter had experience...
...a digital inclusion course, product or intervention Delivery of digital inclusion/basic digital skills training, and Digital inclusion marketing and promotion. We are currently writing formal guidance on how to use...
We recently blogged about work we've been doing to understand assisted digital users and their barriers to using digital services. We talked briefly about using personas as part of our...
...journey and conduct research with users. This included: Interviewing call centre advisors to capture their experience of talking to users and identify the main issues users call them about. Doing...
...service that confident users access. 2. Assisted digital research is not the same as accessibility testing An assisted digital user is someone who needs help using a digital government service....
...digital needs they also get an understanding about the barriers the users face in going online. Part of the assisted digital user journey should include helping the user remove these...
...users’ needs better we decided to carry out a high volume outbound telephone survey. The first step was to develop a suitable questionnaire. Our customer insight and operational specialists made...
...of access, digital skills or motivation. Currently, 10.5 million people in the UK lack basic digital skills and many either can’t or don’t use digital government services independently. Buying digital...
...Beta service assessment though, as we were not able to describe, with evidence, the needs of our assisted digital users. This focused minds and resulted in increased effort and resource...
...better understand their users. One of these tools is the digital inclusion scale (developed with the GDS Digital Inclusion Team). Another is a set of cross-government assisted digital user personas....