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
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Richard SmithAssisted Digital TeamGovernment Digital Service@RichSmiths
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GDS
What is assisted digital?
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GDS
Some people won’t be able to use digital services independently
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GDS
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GDS
Someone will either guide the user through the service, or...
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GDS
… take over and enter information into the service on the user’s behalf
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GDS
Digital take-up
Assisted digital
Digital inclusion
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GDS
Digital take-up
Assisted digital
Digital inclusion
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GDS
Assisted digital is part of digital transformation
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GDS
Case studies
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GDS
How you deliver assisted digital support depends on your users’ needs
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GDS
Basic Online Skills: Able to search and
communicate, safely
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GDS
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GDS
User personas
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GDS
Understanding the assisted digital user journey
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GDS
“Where do I go for help?”
Needs assessment
Assisted transaction
Feedback
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GDS
Work with user experts
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GDS
Pilot your assisted digital support
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GDS
Pilot, launch and iterate
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GDS
https://dvladigital.blog.gov.uk
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GDS
Assisted digital is part of digital transformation
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GDS
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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/
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GDS
Design support to meet user needs
Understand the assisted digital user journey
Work with experts
Pilot, launch and iterate
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GDS
Help available
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GDSwww.gov.uk/service-manual/assisted-digital
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GDSwww.gov.uk/service-manual/assisted-
digital/action-plan.html
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GDS
www.gov.uk/service-manual/assisted-digital/assisted-digital-user-research
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GDShttps://assisteddigital.blog.gov.uk/
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Richard SmithAssisted Digital TeamGovernment Digital Service@RichSmiths