How you will use data to make decisions to decide what type of user groups you need to recruit for.
+How you validate user needs through research with people who will be using the service. Whether they are internal or external users.
+Are you writing user needs using the words our users use?
+Have you understood the types of access needs of the users of the service?
+Are user needs embedded into the design and build of the service from the start? How might design and developers work together throughout the service lifecycle to understand user needs?
")%> + ### At discovery Things to consider: diff --git a/source/service-standard/3-join-up-across-channels.html.md.erb b/source/service-standard/3-join-up-across-channels.html.md.erb index 568fd2e..9990d74 100644 --- a/source/service-standard/3-join-up-across-channels.html.md.erb +++ b/source/service-standard/3-join-up-across-channels.html.md.erb @@ -41,6 +41,10 @@ Understanding where your user needs fit into wider journeys can help to solve a It's good practice to consider how you'll meet this standard, even if the service you are working on is not being assessed. +<%= example_panel("Think about","If you are providing a service for a specific group of users, can you use learnings from existing research with that group of users?
+Have you spoken with teams that work in the offline parts of the service, such as a call centre, and considered how an online service will affect them?
+How will you consider all parts of the user journey and how will the team design a joined-up experience between online and offline parts of the service?
")%> + ### At discovery Things to consider: diff --git a/source/service-standard/4-make-the-service-simple-to-use.html.md.erb b/source/service-standard/4-make-the-service-simple-to-use.html.md.erb index b45f498..24acc46 100644 --- a/source/service-standard/4-make-the-service-simple-to-use.html.md.erb +++ b/source/service-standard/4-make-the-service-simple-to-use.html.md.erb @@ -38,6 +38,10 @@ People expect services to work. They need things to be easy when they are trying It's good practice to consider how you'll meet this standard, even if the service you are working on is not being assessed. +<%= example_panel("Think about","Have you conducted research with users who may be using the service for the first time to test how usable and understandable the service is.
+If users have a problem with the service, how can they report this and how will they be supported and updated of any resolution?
+How will the team conduct design reviews from early stages to test if the service is simple to use?
")%> + ### At discovery Things to consider: diff --git a/source/service-standard/5-make-sure-everyone-can-use-the-service.html.md.erb b/source/service-standard/5-make-sure-everyone-can-use-the-service.html.md.erb index e0ad1c6..9eb6242 100644 --- a/source/service-standard/5-make-sure-everyone-can-use-the-service.html.md.erb +++ b/source/service-standard/5-make-sure-everyone-can-use-the-service.html.md.erb @@ -29,7 +29,7 @@ review_in: 12 months Make sure your service can be used by people with different physical, mental, social, cultural or learning needs, whether it's for the public, for staff working in DfE or across the education sector. -This also includes people who do not have access to the internet or may find it hard to have the skills or confidence to use it. +Champion the needs of all users and include them as part of the design and iterative process. Consider where these users are on the <%= external_link("https://userresearch.blog.gov.uk/2019/02/22/reflecting-on-how-we-developed-the-digital-inclusion-scale/","digital inclusion scale")%>. ## Why it's important @@ -46,12 +46,16 @@ Everyone who works on DfE digital services has a role to play in making them acc -Accessibility regulations say that public sector websites must meet accessibility standards and publish an accessibility statement. You can find out more about the regulations on GOV.UK (opens in new tab) +Accessibility regulations say that public sector websites must meet accessibility standards and publish an accessibility statement. You can find out more about the regulations on GOV.UK (opens in new tab) ## How to meet this standard at each phase It's good practice to consider how you'll meet this standard, even if the service you are working on is not being assessed. +<%= example_panel("Think about","The situation users might be in when using the service, for example, a noisy classroom, slow internet connection, and what devices they are using.
+A plan for how you will recruit and conduct research with a full range of users, including people with access needs and those who need digital support.
+Build empathy for users who don’t use digital services, despite the fact it might be part of their job to carry out the role. For example, someone who does not have a mobile phone or a computer but is required to use one for their work.
")%> + ### At discovery Things to consider: @@ -109,7 +113,7 @@ Things to consider: Things to consider: - the service meets the latest [accessibility standards](/accessibility) -- how the team continue to test with users who need assistive digital support (opens in new tab) +- how the team continue to test with users who need assistive digital support (opens in new tab) - the service continues being iterated based on insights from user research - any changes are tested to make sure they meet accessibility requirements