assisted digital at the government digital service (gds) | richard smith | june 2014
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Richard Smith from the Government Digital Service (GDS) gave this presentation at our Really Useful Day: Digital Services for All, 12 June 2014, in Peterborough. The presentation explained what assisted digital is, the digital inclusion scale and help available if you are working on assisted digital.TRANSCRIPT
Richard SmithAssisted Digital TeamGovernment Digital Service@RichSmiths
GDS
What is assisted digital?
GDS
Some people won’t be able to use digital services independently
GDS
GDS
Someone will either guide the user through the service, or...
GDS
… take over and enter information into the service on the user’s behalf
GDS
Digital take-up
Assisted digital
Digital inclusion
GDS
Digital take-up
Assisted digital
Digital inclusion
GDS
Assisted digital is part of digital transformation
GDS
Case studies
GDS
How you deliver assisted digital support depends on your users’ needs
GDS
Basic Online Skills: Able to search and
communicate, safely
GDS
GDS
User personas
GDS
Understanding the assisted digital user journey
GDS
“Where do I go for help?”
Needs assessment
Assisted transaction
Feedback
GDS
Work with user experts
GDS
Pilot your assisted digital support
GDS
Pilot, launch and iterate
GDS
https://dvladigital.blog.gov.uk
GDS
Assisted digital is part of digital transformation
GDS
GDS
“...this round of user testing reminded me that I am lucky to be doing this job and to be working with a team who are solving problems to change public services for the better.
I’m excited to think that building a simpler and clearer redundancy payments service might even encourage users who may otherwise need assisted digital support to take that leap of faith and get online.”
https://digitaltransformation.blog.gov.uk/
GDS
Design support to meet user needs
Understand the assisted digital user journey
Work with experts
Pilot, launch and iterate
GDS
Help available
GDSwww.gov.uk/service-manual/assisted-digital
GDSwww.gov.uk/service-manual/assisted-
digital/action-plan.html
GDS
www.gov.uk/service-manual/assisted-digital/assisted-digital-user-research
GDShttps://assisteddigital.blog.gov.uk/
Richard SmithAssisted Digital TeamGovernment Digital Service@RichSmiths