Understanding users who do not use digital services
Research with people who cannot or will not use digital services: who to include, how to do it, digital inclusion scale, assisted digital personas.
Adopting a prototype mindset
User research for government services: an introduction
The importance of user research in service design and how it helps you understand and build for user needs.
Why we speak our users’ language
In our second blog on Universal Credit for Services Week 2021, Jo Schofield talks us through a simple change which helped to make the service easier to understand for our users.