Assisted Digital at the Government Digital Service (GDS) | Richard Smith | June 2014

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