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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

Published in: Government & Nonprofit
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The Full User Journey

  1. 1. The Full User Journey Alice Mathers @Al_Mathers
  2. 2. Where do we start? @Al_Mathers
  3. 3. Here?@Al_Mathers
  4. 4. Here?@Al_Mathers
  5. 5. Here?@Al_Mathers
  6. 6. Here?@Al_Mathers
  7. 7. Here?@Al_Mathers
  8. 8. Here?@Al_Mathers
  9. 9. Here?@Al_Mathers
  10. 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. 11. People are 1. Reluctant 2. Episodic 3. Owners @Al_Mathers
  12. 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. 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
  14. 14. The FUJ @Al_Mathers
  15. 15. Full Public Digital Service User Assisted Digital Service User Willing to Engage Open to Use Aware Non User @Al_Mathers
  16. 16. Now let’s think about the whole person @Al_Mathers
  17. 17. Young Mum 2 Children (medical needs) Council housing Unemployed Divorcing Abusive Ex Substance Misuse @Al_Mathers
  18. 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. 19. It could look like this @Al_Mathers
  20. 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. 21. But what if you went on one journey. What would that look like? @Al_Mathers
  22. 22. The FUJ @Al_Mathers
  23. 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

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