...to be challenging to provide help to those customers who couldn’t use the online channel. That flawed assumption meant that although the level of research we had carried out and...
...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....
Jessica Gough, user research manager for the Find an Apprenticeship exemplar service talks about how they approached the challenges of researching with offline users of a service aimed at a...
...who their assisted digital users are develop support which meets their needs test their assisted digital plans with user experts One way services test their assisted digital plans is by...
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...
...such as our future flood warning system and longer term flood risk information. This helped us to create detailed assisted digital user personas that could be used across a whole...
...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...
...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...
...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...
...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...