The Full User Journey
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My presentation from the #6 Cross Government Accessibility Meet Up #A11yGov. Where do we start with accessible digital public services? A journey from understanding individual circumstances and crises to full digital public service use
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The Full User Journey
- 1. The Full User Journey Alice Mathers @Al_Mathers
- 2. Where do we start? @Al_Mathers
- 10. Personal crisis onset of illness redundancy relationship breakdown Requires intervention things have to change Introduction to Online Centre by professional, friend or family Engagement with Online Centre opening up Non judgemental welcome we’re happy you’re here Just observing is enough for now Drop off life is still too chaotic Peer support there’s no hierarchy we are you Join a group I’m ready Stop going to group now’s just not the right time Enjoy working with others they make it come alive See the worth in learning and the Internet I need this in my life I know enough Progress to further learning I’ve just started Open and willing to engage I want to do more Individual Journey @Al_Mathers
- 11. People are 1. Reluctant 2. Episodic 3. Owners @Al_Mathers
- 12. The FUJ Alone in crisis Local organisation has open door policy Someone listens and understands Assisted digital Independent use of digital public services Confidence is built to think about engaging with services @Al_Mathers
- 13. The FUJ Alone in crisis Local organisation has open door policy Someone listens and understands Confidence is built to think about engaging with services Assisted digital Independent use of digital public services @Al_Mathers
- 15. Full Public Digital Service User Assisted Digital Service User Willing to Engage Open to Use Aware Non User @Al_Mathers
- 16. Now let’s think about the whole person @Al_Mathers
- 17. Young Mum 2 Children (medical needs) Council housing Unemployed Divorcing Abusive Ex Substance Misuse @Al_Mathers
- 18. Unemployed Universal credit Online DWP Divorce HMCTS Assisted digital Online/Tel Child Maintenance CSA Online GOV.UK Abusive Ex Police Tel Children poorly NHS Choices No GP appointment Online Poorly child Patient Record Online NHS Council House Council Housing Service Online Council Website Substance misuse Addiction Services Council Face to Face / Tel Social Worker Local council Letter / Tel @Al_Mathers
- 19. It could look like this @Al_Mathers
- 20. Willingness to engage in 1 service creates Universal credit HMCTS Child Maintenance Council Housing Service Addiction Services Social Worker Police NHS Choices Patient Record @Al_Mathers
- 21. But what if you went on one journey. What would that look like? @Al_Mathers
- 23. Dr Alice Mathers Head of Research and Explorations With thanks to Pete Nuckley for his invaluable input alice@goodthingsfoundation.org How We Change the World @Al_Mathers
Notas del editor
- Creating the right digital interfaces to help people learn how to use the internet and access online Government services
- Having these freely available
- Being willing and engaged in learning
- Supporting someone to learn
- Providing somewhere to go
- Understanding someone’s life and interests
- Engaging with people and supporting them at crisis point
- We’re making positive steps forward in working backwards however...
- We’re still quite far from joining HERE to HERE
- Gov is inaccessible - too far away from here for me
- But do we want or need people to go on multiple journeys?
- We’re still quite far from joining HERE to HERE. We can make Government accessible by beginning with the person.