...planning to do user research is not the same as having done it. 3. Was the user research related to providing support? Research should have been focused on identifying user...
...user needs and the digital service standard. 3) Does the proposed support meet user needs, not user preferences? As assessors, we don’t need to know what users would like or...
...put the user first. They’re designed to fulfil the needs of users, so are often simpler and quicker than the traditional routes they replace. The services I’ve seen over the...
...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...
...clear that people have come for help that haven’t had a user need for digital support. Supporting users with multiple or complex needs isn’t new. We know from our cross-government...
...Verify certified companies have technical support services for users - their contact numbers are displayed in their user journey. However, a user may call the service they are trying to...
...be providing the support? what questions should we ask participants to get the best findings? Find users (the right users) User recruitment is key to a pilot. Without users there...
...other eligibility criteria. Users need to submit their claim by 15th May each year. Payments commence from 1st December once checks have been carried out. Historically users have been able...
...picked out the key points at which assisted digital support is now integrated. Points 1 & 2: Understanding user needs. Ongoing user research and user testing must now explicitly aim...
...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...