Clare Wilcockson – a user researcher in the assisted digital team – shares her thoughts on why some people are reluctant to use online government services and suggests what could be done to help them overcome their fears
Chris has worked in UK Visas & Immigration (UKVI) since 2003. Aspasia, a user researcher working on visa applications, invited Chris to observe a research session. Together they went to visit John, who has a degenerative eye condition that’s left …
As a user researcher working on immigration case working, I was recently asked ‘How will this new shiny thing you’re designing deliver value?’
If I asked you how you make a cup of tea, I'm sure you could tell me pretty quickly.
If you are not careful you can antagonise users before they have even started testing your service.
Understanding Deaf users’ needs means we can create digital services that better meet those needs. As part of Deaf awareness week (2 to 8 May), here’s what we’ve been doing in Home Office Digital to better understand the needs of …
When Nick and I first got together to write this post about our time in Home Office Digital, it soon became clear that it was going to be a harder task than we first expected. This wasn’t just because we’ve …
Interviewing people is a fundamental user research skill. As user researchers, we want to find out about people, what they think, how they do things, what they find easy, what they find difficult... We want to understand their experiences.
Getting prototypes in front of users early is an important part of how we work in Home Office Digital (HOD). It means we can test our assumptions with real users and make improvements based on the findings.
The Government Digital Service (GDS) has produced guidance on writing for government services. While using simple vocabulary and short sentences is great advice, the guidance is written with native English speakers in mind.