Building Government Services for All with User Research

Digital, Data and Technology
Digital inclusion at the Home Office:
building services for all
Katy Arnold
Head of User Research
Home Office Digital, Data and Technology
@katyarnie

Hello.
I work in government in
the 21st century

We have a long way to go

Which is why we are
working so hard to make
government services better

Modernising government
service delivery with user
centred design

Revolution, not evolution

Do things differently

Design leadership in place
and doing great things

Find out Choose & act Decide Issue or fulﬁll Use & comply Enforce
Understand options,
how to do something
Decide, apply or request
something
Check identity, suitability
and eligibility
Notify of a decision and
issue something
Do the things I need to
do, meet the rules
Identify cases and
decide intervention
User
People know if they
need to do something
and what the options
are
They know the right
thing to do and what to
do next
They feel conﬁdent
about what to do and
how to do it
User
People actually do the
right thing or have
(correctly) ruled
themselves out
Service provider
Organisation gets the
right data it needs to
make a decision
User
People are clear about
what is happening and
when
Service provider
Organisation is able to
make a decision in line
with evidence and
policy
User
People understand
what the decision
means, what they can
and can’t do. They get
the decision in time
Service provider
Issue permission and/or
token of entitlement.
This entitlement can be
checked by others
where appropriate
User
People can do what
they need to do and
know how to meet the
rules for this service
Service provider
Records of status and
entitlement are accurate
and up to date,
entitlement can be
checked by others
Policy
Understand the impact
of policy decisions and
the extent to which
we’re achieving policy
outcomes
User
People know if they are
complying with rules or
not and what is likely to
happen if they are not
Service provider
Identify cases of rule or
law breaking, determine
appropriate action and
take steps
Policy
Understand the impact
of policy decisions and
the extent to which
we’re achieving policy
outcomeshttps://hodigital.blog.gov.uk/2017/08/04/what-we-mean-by-service-outcomes-and-measurement/

This is all great work, but we
noticed a problem...

10% of adults have never
used the internet
Source: ONS, 2017

64% of those do not see the
point
Source: ONS, 2017

Building digital skills and
confidence

92.7% male
74.3% white
93.4% straight
49.2% 25-34yrs old
Source: Stack Overflow, 2018

Everyone who needs
support to use our services
should be able to get it, free
of charge

But it’s hard

How do you make services
work for all?

1. Dedicated resource
2. Training and awareness
3. Specialist research activities
4. Designing offline support models

Dedicated
Assisted
Digital team

Over-sample people with low
digital skills or confidence

Learn to recognise
participants with low digital
skills or confidence

Record levels of digital skill or
confidence in all participants

Design for all

Discovery research leading to
multiple ‘in-the-wild’ studies
across the UK

People do not come to the
Home Office for help using
computers

13 organisations took part
in 3 trial locations across
the UK

Won backing to extend visa
services to support digitally
excluded

Most comprehensive support
model available across
government

Some of our
most
interesting
work

Digital, Data and TechnologySource: New York Times Source: Govtech
Source: Govtech

M. Weiser, “The Computer for the 21st Century,” Sci- entific Am., Sept., 1991

“My
colleagues
and I have
built what we
call tabs, pads
and boards…”

Could ubiquitous computing
eliminate digital exclusion?

73% of adults are mobile
77% bought goods or services
Source: ONS, 2017

Ubiquitous computing is an
infrastructure vision

91% of have the option of
superfast broadband
4 in 10 have bought superfast
connections
Full fibre only available to 3%
Source: Ofcom, 2017

10% do not have internet access
18% NE
16 % Wales
11% NW
6% London and SE
Source: ONS, 2017

Thank you!
Katy Arnold
Head of User Research
Home Office
@katyarnie

Building Government Services for All with User Research

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