...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...
...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...
...have carried out research with users of the specific service how you have included potential users of the service and not just current users how your research included users with...
...take-up plan. New users can be encouraged to use the digital service by telling people about it using departmental communication channels. Recently, I visited the NHS Bloods and Transplants team...
Public sector organisations will use the Digital Training and Support framework to compare and buy digital inclusion training services and assisted digital support. If you want to sell services related...
...as Prison Visits, Civil Legal Aid, and Redundancy Payments have also formed a detailed view of their assisted digital users by carrying out research and testing with low skilled users...
...users who identified themselves as having an AD need and who also agreed to take part in user testing. These were typically users in smaller businesses who were comfortable with...
...Sunderland City Central Customer Service Centre. If a visitor to the centre can't use the council’s digital services independently (because they lack the skills or confidence), they are referred to...
...clearly didn’t understand what the helper meant when offered the touchscreen so they used the mouse instead and struggled. Participant who has never used a mouse showing how she uses...
...users skills. To do this we mainly used the responses from questions 1 and 2 above to understand users skills and access, plotted these on the scale, and colour coded...