part 3 assisted digital - gds user researcher induction
TRANSCRIPT
- 1. GOV.UK User researcher induction Assisted digital and digital inclusion
- 2. Assisted digital and digital inclusion Digital by default services that work for everyone GDS2
- 3. Digital by default means digital services that are so straightforward and convenient that all those who can use them will choose to do so whilst those who cant are not excluded GDS3
- 4. Digitally vulnerable users GDS4
- 5. 11m people cant use digital services independently GDS5
- 6. These include people who are offline ... GDS6
- 7. ... and people who are online but have low digital skills GDS7
- 8. We've developed a digital inclusion scale to map users digital skills GDS8
- 9. GDS9
- 10. GDS10
- 11. 37% of social housing tenants 33% of those with a registered disability GDS11
- 12. Be over 65 Have a disability Be on a low income Have no qualifications GDS12
- 13. GDS13 Mohammed lowliteracy,hasaccess Ifeelsorryformyyoungson,somuchrestsonhim Age:52 Job:taxidriver Digitalinclusionscale:4,reluctantlyonline Gwenlowconfidence,noaccess Idontwanttoleavemyhouse,itstheonlyplaceIfeelsafe Age:75 Job:retired Digitalinclusionscale:1neverhave,neverwill Cathylowconfidence,lowaccess Idonthavethetimeforhobbies.AndifIdidIwoulddo somethingIenjoy,notmessingaroundwithcomputers Name:Cathy Age:45 Job:fulltimecarer Digitalinclusionscale:3,willingandunable
- 14. GDS14
- 15. GDS15 Basic online skills: able to search and communicate, safely
- 16. GDS16 example service complexity
- 17. GDS17 THESE USERS NEED SUPPORT
- 18. Assisted digital is support to use digital government services GDS18
- 19. GDS19
- 20. This support may be provided over the phone GDS20
- 21. ... face by face in office or high street ... GDS21
- 22. ... or face by face through a home visit GDS22
- 23. Someone will either guide the user through the service, or ... GDS23
- 24. enter information into the service on the users behalf GDS24
- 25. GDS25
- 26. Channel shift for Freedom Pass Freedom Pass are using reminder letters, guidance, and a simple process to encourage users to renew online GDS26
- 27. Assistance with Freedom Pass Also encouraging users to seek help to renew online From friends and family Or, for more isolated people like John, from their library GDS27
- 28. Assisted digital is part of digital transformation GDS28
- 29. GDS29
- 30. Stakeholders Recruitment methods and approach Solutions GDS30
- 31. Exercise: Challenges 1. What challenges have you faced, or are facing, doing user research with digitally vulnerable users of your service? 2. How have you, or could you, address those challenges? 10 mins breakout 10 mins discussion GDS31
- 32. Help is available GDS32
- 33. GDS33 gov.uk/service-manual/assisted-digital
- 34. GDS34 assisteddigital.blog.gov.uk
- 35. GDS35
- 36. GDS36