Assisted Digital – what it is and how to do it well

What is Assisted Digital? There will always be people who won’t or can’t use digital services: Access Confidence Skill level Language Literacy When government started creating new online transactions, digital services were created, with offline ‘Assisted Digital’ support, so that in theory no-one was left behind and unable to access services. Why did I want […]

Jobs to be Done on GOV.UK

A few months ago Imeh Akpan ran a session for GOV.UK Product Managers going over the Jobs to Be Done Framework. She’s been looking into how we might use it to think about our users better. Jobs to Be Done is about understanding the underlying problem. What’s the differnece between a Job and a Problem […]