How can we include all kinds of users in our research, including those who may be harder to reach or reluctant to take part?
Government services should be usable by as many people as possible, including those who are disabled. It’s our sixth design principle.
I’m working as a user researcher in the Digital Inclusion team at GDS. Over the past few months, a key part of my work has involved sizing and identifying the characteristics of digitally-excluded service users, and understanding their support needs.
On the Carer’s Allowance exemplar, we wanted to make sure that our service worked for as many people as possible, so we recruited a wide range of users.
The digital inclusion team at GDS recently published the digital inclusion scale.