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...model your assisted digital users’ journeys through each channel of assisted digital support. Some services do not consider user journeys and aren’t developing well-informed user personas. 4. Include assisted digital...
...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...
...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...
...Assisted Digital was published in December 2013, a lot has been learnt about researching user's assisted digital needs and developing support to meet those needs. This knowledge and experience is...
...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....
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...
...users can be supported through the electoral registration process, one of the exemplar services currently undergoing digital transformation. Through looking at older people’s experiences with this service, I wanted to...
...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...
...it really is easier to start at the beginning. And the beginning for all services is always going to be the user. User needs are where services should start, with...
...new and re-designed digital services have to demonstrate how they will provide high quality assisted digital help for users to meet criterion 10 of the standard: 'Put appropriate assisted digital...
