The commenting functionality on this blog will be deactivated during the pre-election period. When posting comments, please observe our site participation guidelines: be respectful of others who use this site...
...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...
...the wider user journey We visited jobcentres, speaking to staff who provide help to users involved in redundancies, observing and speaking to users to find out about their experiences. We...
...are building digital by default services. We use the plan as the basis for our work with exemplar services to help departments: understand how many of their users may need...
...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....
...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...
...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...
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...
...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...
...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....