Evidence 01. Assisted digital research 1
fieldhuman edited this page Mar 22, 2016
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About the test:
- 3 interviews successfully completed out of 7 assisted digital legalisation users who were opted in for feedback
- 4 customers from the customer satisfaction survey who a. Used legalisation, b. Rated themselves low on the digital scale, c. Indicated they could be contacted again. 2 interviews were successfully completed in October
- In July we engaged Serco to start collecting MI and contact details for assisted digital callers, v limited success finding users happy to be contacted for research - only 3 to date, 2 didn't respond, 1 interview successfully completed
Key findings:
- Reliance on friends/family to help
- Some desire for the reassurance of talking to people
- Concern about security of data, payment, etc
- User with zero access happy to use phone, or ask friend/family again
- For the cautious users who do have access, it is the first time scenario that contributes to the problem - once understand the process better then state willingness to use the online service next time and see some advantages to choosing that
About:
- Male, 41
- Birmingham
- Bangladeshi background, came to UK as a child
Internet use:
- Never used
- "If I need to do anything I ask my daughter or cousin, can you do this for me or get this form off for me"
- "my wife knows what to do ... my wife has told me to go to computer class but I have no time for it as I’m busy working"
- Daughter has helped him apply for a driving licence renewal online in the past
- Has plenty of family support so would not need help from elsewhere
Legalisation:
- Used once, for family birth certificates
- His cousin made the payment to FCO with his card and he repaid in cash
- Happy to do the same in future, or pay over the phone
About:
- Solicitor
Internet use:
- Cautious, finds it difficult
- While using a range of web sites, preference to use phone to contact an organisation for support
- Access via computer at work, and tablet at home
- Security conscious. Would not browse or surf on phone. Prefers to do anything on work computer as believes stronger security
- Doesn't use any social media
- Worried about scams and sharing personal information
- Finds travel web sites particularly baffling - asks younger colleague for help
Legalisation:
- Used once, in June, at work (solicitor) on behalf of couple getting married overseas
- Used premium service un-registered, got contacted by staff and registered
- Went through it with clients present. They paid online
- Positive about experience overall "I thought it was all very accessible and straightforward as a process and the guidance was clear. I was impressed.... it was clear what we needed to do and we did all the application forms online and then printed off the form and posted the hard copy along with the required documents "
- Would prefer face to face help, but recognises that may not be possible
- Worries about security of storing any card details, and also fraud
About:
- Female, 70
- Wales
- semi-retired
Internet use:
- Cautious internet user
- No media, social media, shopping
- Gets regular family/friend help with internet use
- "I can access it myself but if I need to do anything like make a payment I feel a bit nervous and I will get someone to go through it with me"
Legalisation:
- Travels a lot with a property in Tenerife which was a reason for legalisation
- Her daughter found a number for the legalisation office
- "It was all online – trying to get the forms and trying to find the right department and it was very very difficult - all online and no communication ... it is hard and many people my age will not be computer literate."
- Daughter made the initial call, daughter filled in the form
- Despite this, when asked how she would do it in future says she would do it online "Knowing now how much quicker it was once we had found what we were looking for, online we could have done it instantly” - with some help "It would be nice to have help available if I needed it to fill it in ... initially that would be family ... or phone someone but ideally family"
- More on support, says might go to Citizens Advice Bureau but doubts they would know about it. "It should be [official / public help] ... it would be nice to have somebody on the end of the phone – maybe a local contact where you could go and talk to someone because it is much easier to talk to someone face to face with people but not always possible I know"
- Someone completing it on your behalf is good but just as an option – she would try to do it herself first
- Would prefer to pay by card so she can then check her bank account and what has gone out / would prefer online rather than on the phone
- Receiving a status update would be good but presumed this would come at an extra cost / just nice to know and preferable: “I think all this is swaying me to the internet because these things will help I think”
Closing thoughts:
- "I think online would be quickest but I am afraid about security although going back to tax I have been doing that for years and that is obviously secure and easier for me to do it that way so this is putting me in the direction you are talking ... security is a concern but as soon as you send anything off to the tax office it comes back immediately so you know it is done ... A lot of people don’t like using the internet, my brother especially ... he will not use a bankers card ... he pays everything in cash ... some people are like that and don’t want change ... he wouldn’t cope with it and he would have to go to family ... [for people with no family] advertise advice"