How the assisted digital team works
...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...
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Exploring uncharted waters - offline support for flood warnings
Posted by:
frazerrhodes, Posted on:
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Categories:
about assisted digital, partnership working, user research
...such as our future flood warning system and longer term flood risk information. This helped us to create detailed assisted digital user personas that could be used across a whole...
Helping departments support their offline users
Posted by:
cliverichardson and beccyrussel, Posted on:
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Categories:
market engagement, partnership working, Procurement
...of access, digital skills or motivation. Currently, 10.5 million people in the UK lack basic digital skills and many either can’t or don’t use digital government services independently. Buying digital...
Assisted digital user personas
Posted by:
Angela Collins Rees, Posted on:
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Categories:
exemplar services, government service design manual, user research
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...
Introducing the assisted digital user journey
...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...
No stone left unturned: Find an apprenticeship assisted digital user research
Posted by:
Jessica Gough and Alan Rider, Posted on:
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Categories:
about assisted digital, assisted digital in action, digital by default service standard, digital inclusion, exemplar services, user research
Jessica Gough, user research manager for the Find an Apprenticeship exemplar service talks about how they approached the challenges of researching with offline users of a service aimed at a...
Assisted Digital should be part of your research plan
...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....
It’s never too late to learn: the Student Loans Company’s Assisted Digital Journey
Posted by:
David Thomson, Posted on:
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Categories:
about assisted digital, assisted digital in action, user research
...to be challenging to provide help to those customers who couldn’t use the online channel. That flawed assumption meant that although the level of research we had carried out and...
Waste Watchers: researching offline users of the Waste carrier registration service
Posted by:
Ruben Perez Huidobro, Posted on:
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Categories:
about assisted digital, assisted digital in action, digital inclusion, digital take-up, exemplar services, user research
...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...
Credit where credits due - Assisted Digital Research for the Tax Credit Service
...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...