...users’ needs better we decided to carry out a high volume outbound telephone survey. The first step was to develop a suitable questionnaire. Our customer insight and operational specialists made...
...have also made the guidance on how to properly research assisted digital users much clearer, including advice on; finding assisted digital users creating assisted digital user personas testing assisted digital...
...from six different departments and 14 different services. In the first part of the workshop, services openly shared what they knew about their overseas users’ assisted digital needs. There were...
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...have carried out research with users of the specific service how you have included potential users of the service and not just current users how your research included users with...
...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...
...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...