1. 1. GOV.UK User researcher induction Assisted digital and digital inclusion
2. 2. Assisted digital and digital inclusion Digital by default services that work for everyone GDS2
3. 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. 4. Digitally vulnerable users GDS4
5. 5. 11m people cant use digital services independently GDS5
6. 6. These include people who are offline ... GDS6
7. 7. ... and people who are online but have low digital skills GDS7
8. 8. We've developed a digital inclusion scale to map users digital skills GDS8
9. 9. GDS9
10. 10. GDS10
11. 11. 37% of social housing tenants 33% of those with a registered disability GDS11
12. 12. Be over 65 Have a disability Be on a low income Have no qualifications GDS12
13. 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. 14. GDS14
15. 15. GDS15 Basic online skills: able to search and communicate, safely
16. 16. GDS16 example service complexity
17. 17. GDS17 THESE USERS NEED SUPPORT
18. 18. Assisted digital is support to use digital government services GDS18
19. 19. GDS19
20. 20. This support may be provided over the phone GDS20
21. 21. ... face by face in office or high street ... GDS21
22. 22. ... or face by face through a home visit GDS22
23. 23. Someone will either guide the user through the service, or ... GDS23
24. 24. enter information into the service on the users behalf GDS24
25. 25. GDS25
26. 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. 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. 28. Assisted digital is part of digital transformation GDS28
29. 29. GDS29
30. 30. Stakeholders Recruitment methods and approach Solutions GDS30
31. 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. 32. Help is available GDS32
33. 33. GDS33 gov.uk/service-manual/assisted-digital
34. 34. GDS34 assisteddigital.blog.gov.uk
35. 35. GDS35
36. 36. GDS36