...enable customers to renew or make a change to their claim online. We started by thinking about what the service users’ barriers were to going online and how to design...
...and the skills and skill levels needed to use their service. Each service has an estimated rating of between 1 and 9 on the scale. This indicates the level of...
...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...
...intermediaries. If this is because those users can’t use the digital service independently, the service team needs to show that they have identified user needs for support, in case users...
...iterated some of the questions they use, and added new ones to help identify assisted digital users and their issues Outbound research. The NCCC called a sample of registered users...
...user needs, and find out about possible assisted digital service solutions to meet these needs. Building our knowledge about assisted digital users Assisted digital users are people who can’t use...
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...digital skills can use digital by default services (GDS committed to doing this in Action 9 of the Government Digital Strategy). What is assisted digital? Digital by default includes people...
...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...
...work out demographics learn what the user needs are Use demographic and customer insight data to identify and understand who your users are and how they use your service. Feedback...