{"id":34498,"date":"2023-07-17T11:52:56","date_gmt":"2023-07-17T10:52:56","guid":{"rendered":"https:\/\/digileaders.com\/?p=34498"},"modified":"2023-07-17T11:52:56","modified_gmt":"2023-07-17T10:52:56","slug":"considering-the-growing-digital-divide-when-delivering-successful-service-design","status":"publish","type":"post","link":"https:\/\/digileaders.com\/considering-the-growing-digital-divide-when-delivering-successful-service-design\/","title":{"rendered":"Considering the growing digital divide when delivering successful service design"},"content":{"rendered":"<p><span lang=\"EN-US\">Digitising services is often a great way to achieve delivery at scale. Not only does it enable efficient scaling, user empowerment and channel shift, it also enables speedy data capture and processing, and real time data analysis.<\/span><\/p>\n<p><span lang=\"EN-US\">However, when creating such digitised services, it\u2019s critical to fully consider the growing digital divide amongst users in the UK and across the world. While we push forward to create slick automated experiences, there continue to be many people excluded from those services because they lack the skills and\/or technology to be able to engage online.<\/span><\/p>\n<p><span lang=\"EN-US\">To ensure the success of any digital transformation project, taking a full-service journey approach is required. This will help ensure the back-end processes are closely aligned to the front-end interface. Engaging with skilled and experienced consulting in such transformation projects, and in BPO operations, is a good place to start.<\/span><\/p>\n<p><span lang=\"EN-US\">In 2022 Ofcom presented a report, Digital Inclusion Among Adults in the UK which uncovered a series of findings which highlight the digital divide:<\/span><\/p>\n<ul>\n<li><span lang=\"EN-US\">6% of households did not have access to the internet at home in December 2021.<\/span><\/li>\n<li>Those more at risk of digital exclusion included older citizens; the most financially vulnerable; those not working; people living alone; and people impacted by a limiting condition e.g. hearing or vision impairment.<\/li>\n<li><span lang=\"EN-US\">The Covid-19 pandemic enabled some adults to gain new digital skills and enjoy the benefits of being online, but for others the digital divide has become more entrenched as an increasing number of everyday activities and services have moved online.<\/span><\/li>\n<\/ul>\n<p><span lang=\"EN-US\">So, as digitalisation accelerates, the digital divide becomes more acute, and those who are being left behind are often those who need the most help and support. This is where skilled and experienced design teams come into their own. Through detailed user research and testing, services can be launched that are truly inclusive.<\/span><\/p>\n<p><span lang=\"EN-US\">While we might associate the digital divide with emerging markets and countries lacking in digital infrastructure, here in the UK we face similar challenges.<\/span><\/p>\n<p><span lang=\"EN-US\">The\u00a0<\/span><span lang=\"EN-US\"><a href=\"https:\/\/www.lloydsbank.com\/assets\/media\/pdfs\/banking_with_us\/whats-happening\/210923-lb-essential-digital-skills-2021-report.pdf\" target=\"_blank\" rel=\"noopener\" data-sf-ec-immutable=\"\">Lloyd\u2019s Bank Digital skills 2021 Report<\/a><\/span><span lang=\"EN-US\">\u00a0revealed that 11 million (21%) of the UK\u2019s population lack the Essential Digital Skills needed for everyday life. While only 40.5 million (76%) of the UK\u2019s population can use video and communication tools like FaceTime and Skype.<\/span><\/p>\n<p><span lang=\"EN-US\">The Covid-19 pandemic created a polarised evolution in digital services. While many people will have gained better access to services as they shifted online, and many users were prompted to invest time and money in accessing digital services \u2013 buying devices and learning how to use them \u2013 many were further excluded as traditional face to face delivery of services ceased. With increasing digital exclusion, we are likely to see further inequality, including financial.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3><span lang=\"EN-US\">Delivering digital inclusions for the good of society<\/span><\/h3>\n<p><span lang=\"EN-US\">Sopra Steria\u2019s design team, along with our friends at\u00a0<\/span><span lang=\"EN-US\"><a href=\"http:\/\/www.cxpartners.co.uk\/\" target=\"_blank\" rel=\"noopener\" data-sf-ec-immutable=\"\">cxpartners<\/a><\/span><span lang=\"EN-US\">, are working with many clients to ensure services are designed with digital inclusion in mind, so as to not leave anyone behind. The team is particularly proud of the recent delivery of a service for vulnerable people who were previously considered \u2018off-grid\u2019 \u2013 they weren\u2019t using the service. The team quickly identified that some users would need paper forms as opposed to signposts to the digital services online. It was critical that the paper versions encouraged users to contact a caseworker via the telephone. This prevented them from either failing to make contact due to lack of internet access, or from getting lost and unable to navigate the online service.<\/span><\/p>\n<p><span lang=\"EN-US\">Our proven approach that enables inclusion and access, includes:<\/span><\/p>\n<ul>\n<li><span lang=\"EN-US\">working collaboratively with different disciplines\u200a\u2014\u200aproduct managers, service designers, content designers, UX designers, user researchers\u200a\u2014\u200aand bringing different perspectives to design projects<\/span><\/li>\n<li><span lang=\"EN-US\">prioritising user needs<\/span><\/li>\n<li><span lang=\"EN-US\">understanding and empathising with users<\/span><\/li>\n<li><span lang=\"EN-US\">recruiting diverse users for discovery and testing phases<\/span><\/li>\n<li><span lang=\"EN-US\">recognising and celebrating similarities and differences<\/span><\/li>\n<li><span lang=\"EN-US\">staying informed and sharing knowledge\u200a\u2014\u200atraining, talks, podcasts, blogs, news<\/span><\/li>\n<li><span lang=\"EN-US\">adopting an ethics-by-design approach<\/span><\/li>\n<\/ul>\n<p><span lang=\"EN-US\">Focusing on inclusion supports the drive towards delivering true social value from digital services. Adopting an ethics-by-design approach is one of the most important ways organisations can create the trust that can only come from inclusive and accessible services.<\/span><\/p>\n<p><span lang=\"EN-US\">Ethics-by-design necessitates an understanding of technology users, their values, beliefs and expectations with regard to data use and technology.<\/span><\/p>\n<p><span lang=\"EN-US\">It\u2019s very much a team effort. By working collaboratively and sharing knowledge, experience and expertise, we\u2019re able to create user-centric services that are both inclusive and accessible, and that deliver good for society as a whole.<\/span><\/p>\n<hr \/>\n<p style=\"text-align: center;\"><span class=\"btn-container\"><a class=\"btn btn-md btn-primary\" href=\"https:\/\/digileaders.com\/topic\/digital-inclusion\/\">Read More Digital Inclusion <i class=\"far fa-caret-right\"><\/i><\/a><\/span><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Digitising services is often a great way to achieve delivery at scale. Not only does it enable efficient scaling, user empowerment and channel shift, it also enables speedy data capture and processing, and real time data analysis. However, when creating such digitised services, it\u2019s critical [&hellip;]<\/p>\n","protected":false},"author":51,"featured_media":34500,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"class_list":["post-34498","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","topic-digital-inclusion","topic-public-sector","topic-tech-for-good"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.3 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Considering the growing digital divide when delivering successful service design | Digital Leaders<\/title>\n<meta name=\"description\" content=\"Digitising services is often a great way to achieve delivery at scale. 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