...will enable the team to understand those users’ needs for support and start to make decisions during the beta phase about how, specifically, to meet those needs. The service has...
...since we started. Git repo: We have one but it’s empty and we don’t know how best to use it. We need to agree if we’re going to keep it...
...as evidence to drive improvements to the service through beta. And as user volumes have grown, they are making effective use of analytics data and user feedback from their end...
...advice from GDS. Recommendations - User needs: The team should put together a plan for user research and ideally should have access to a dedicated user researcher. This is a...
...sure to avoid over-reliance on talking to users who are currently phoning the department to use this service, as these users are likely to be more confident and less isolated....
...guidance around what they need to do next, and how to access and use the on screen service. Based on this, user research has happened in Leeds and Bradford, evidencing...
...that it has helped that product’s intended users to achieve their needs. In the case of the manual, we wanted our users to be able to find what they wanted...
...governance structures needed to maintain high standards. By working together, we can ensure that government continues to use personal data responsibly, enabling better public services while maintaining the trust that citizens place in us....
...the service team gave to modules were less surprising to us. Their most popular modules were those that displayed data they lacked direct access to, like user satisfaction. The modules...
...service. These improvements will include: Providing users with clearer information to pre-empt queries. Emphasising use of the digital channel by default in the documentation used to initiate the use of...