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How to design assisted digital support for people who can’t use online government services on their own.
The assisted digital and digital take-up community is for anyone interested in how to design support for users who need help online, and increase digital take-up.
An introduction to providing assisted digital support for government services, what assisted digital support is, and the people you need to support.
The work you must do as you build your service and the topics you need to discuss in your alpha, beta and live service assessments.
How to measure digital take-up: calculations, channel shift, reporting.
Research with people who cannot or will not use digital services: who to include, how to do it, digital inclusion scale, assisted digital personas.
Help and encourage people to use your service: accessibility, assisted digital, user support.
How to attract users, increase digital take up and promote your online service.
Use this version of the standard if you started your discovery before July 2019.
How to measure completion rate: calculations, understanding transactions, what to include, reporting.
Meeting the accessibility standard, and how to test your service.
How to measure user satisfaction with your service: calculations, designing feedback, reporting.
Work towards creating a service that meets users’ needs across all channels, including online, phone, paper and face to face.
When to retire a service, considering user needs, telling your users and what to do after the service is retired.
Skills a service team needs to deliver a successful user-focused service.
How to test your service with assistive technologies including screen readers, speech recognition software and magnifiers.
Building or buying services that government users find easy to use.
How to measure the cost per transaction on your service: calculations and reporting.
Making sure everyone who needs your service can use it as easily as possible.
Provide a service that everyone can use, including disabled people and people with other legally protected characteristics. And people who do not have access to the internet or lack the skills or confidence to use it.
Don’t include personal or financial information like your National Insurance number or credit card details.
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