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
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