...the feedback of users, services can quickly resolve outstanding issues with the digital route. This means users won’t be hitting that brick wall and resorting to calling the contact centre....
...this post, I’ll tell you what user research you need to do to understand the assisted digital needs of your users. 1. Desk research: look at what you’ve already got...
...to: collate existing insight on offline users across government prototype potential models of assisted digital support based on these users’ needs test these models with offline users at scale As...
...but we knew that there was a group out there this did not apply to. In our weekly user research sessions we have met users just starting out online who...
...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...
...ask users questions to identify their barriers to using the online request service guide a less confident user through the online request service The survey also collected details of user...
...users during these incidents. There’s still more work to do. We plan to run further research sessions in other parts of the country to ensure we have captured user needs...
...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...
...and we tested our own with a recent research pilot on walk-in assisted digital. We’d assumed that service users needing face to face help might find it more convenient to...
...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...