{"id":28013,"date":"2019-10-04T11:05:53","date_gmt":"2019-10-04T10:05:53","guid":{"rendered":"https:\/\/digileaders.com\/?p=28013"},"modified":"2019-10-04T11:05:53","modified_gmt":"2019-10-04T10:05:53","slug":"widening-digital-inclusion","status":"publish","type":"post","link":"https:\/\/digileaders.com\/widening-digital-inclusion\/","title":{"rendered":"Widening digital inclusion"},"content":{"rendered":"
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In partnership with\u00a0Good Things Foundation<\/a>, we have been researching, developing and testing\u00a0new ways to support the most excluded in society<\/a> to access and use digital health services and tools\u00a0as part of the Widening Digital Participation Programme.<\/p>\n<\/div>\n<\/div>\n

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Our goal over the past couple of years was to try out and test models for digital inclusion<\/a>\u00a0and then create \u2018How to\u2019 guides and resources that digital health commissioners, designers and service delivery teams could use to ensure they are delivering inclusive services. Essentially, we wanted to share the things that were working.<\/p>\n

However, not all our projects have worked and rather than shy away from our failures, we\u2019ve used those experiences to learn from and feed into future projects. We have made learning from our failures as important as learning from our successes (if not more) and it has really worked for us.\u00a0 Through adopting an agile \u2018fail fast, learn and move on\u2019 approach to our service design, we have been able to create models that better meet user needs and are more effective. Fostering an open and safe environment, where we can admit \u2018this is not working\u2019 quickly, has allowed us to move on and get to the things that do work faster – saving a lot of time and frustration.<\/p>\n<\/div>\n<\/div>\n

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Lessons learned<\/h4>\n
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In retrospective discussions on our projects that didn\u2019t work despite changes and iterations, we realised that we could save other people a lot of time and money if instead of publishing the usual how to guide \u2013 we actually published a \u2018What not to do\u2019 guide. We won\u2019t really call it that, but at the end of the year, we will be putting together a lesson learned \/ things that don\u2019t work if you\u2019re developing digital inclusion projects guide.\u00a0 It will include advice like people are not motivated to do digital things but they are motivated to improve their health.\u00a0 Talk first about outcomes and leave the digital part until later.\u00a0 The language we use is really important.\u00a0 People are put off by technical digital terms so we need to keep it simple and don\u2019t assume people understand words like digital or app or download \u2013 which we did!<\/p>\n

Embracing failure has also led us to work more closely with people in the places they go to every day \u2013 whether that\u2019s a physical space like a community center or virtual place like a Facebook community group.\u00a0 Asking people to come to us on our terms does not work.\u00a0 If we want to connect with and reach people, we need to learn more about their day-to-day lives (helped by actually talking to them) and design the intervention to fit with that.<\/p>\n<\/div>\n<\/div>\n

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We also learnt to focus on using everyday digital tools that people already use. For example, our\u00a0digital inclusion pathfinder in West Yorkshire<\/a>, supporting people with hearing and sensory impairments, showed us that people are mostly using the preloaded accessibility software on their phones to help them to better communicate with their health practitioners and with using digital health tools.\u00a0 Expensive apps and hardware are costly and not necessarily as convenient and useful as the things we use every day.<\/p>\n

Across the NHS, even amongst the most agile of teams, it\u2019s fair to say that we tend to focus more on our successes with little or no mention of our failures and the incredibly useful insights and learnings that they bring.\u00a0 In many areas of our work, we have learned valuable lessons from what didn\u2019t work and yet we don\u2019t talk about or share that vital information with each other.<\/p>\n

As well as benefiting our work on WDP, we want to use our experience to create a more open and celebrated culture of \u2018successful failure\u2019 across the NHS so that we can all save time and money and develop better digital services that people want to use.<\/p>\n

There’s more information about successful failure and the principles of agile delivery at the GOV.UK website.<\/a><\/p>\n

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Originally published here.<\/a><\/p>\n

More thought leadership <\/i><\/a><\/span><\/p>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

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