...be providing the support? what questions should we ask participants to get the best findings? Find users (the right users) User recruitment is key to a pilot. Without users there...
...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...
...are building digital by default services. We use the plan as the basis for our work with exemplar services to help departments: understand how many of their users may need...
...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...
...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...
...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...
...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...
...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...
...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...
...part of the redesigned service. Assisted digital user personas were used to map the user journey through the service for candidates and employers. The results helped the team to develop...