Digital Inclusion Lab : helping to make online services easier to use

The UK is setting up its first Digital Inclusion Lab – a new, DSIT-funded research project led by the University of Sussex.

The project explores how easy (or difficult) it is for people to use everyday online public services in real-life conditions. Researchers will work with people to try out digital services, both in person and online, to understand where journeys work well and where barriers arise.

By observing real experiences of tasks such as ordering a repeat prescription, finding information on a council website, renewing a driving licence or using a library website, the project will generate practical evidence to help improve how these services are designed and delivered.

Project leads:
Prof Debbie Keeling and Dr Maja Golf-Papez
University of Sussex
Funded by the Department for Science, Innovation and Technology (DSIT)

Who we are looking to work with:

1) Organisations

We are looking for organisations that would be willing to support the project in light-touch ways, for example by:

• helping us share an invitation leaflet or display a poster with people you support; and/or
• allowing a researcher to briefly attend an existing digital inclusion session to invite interest in taking part.
• suggesting examples of online services that people you support commonly use or experience difficulties with (e.g., council websites, NHS services), to help ensure testing reflects real-world needs.

There is no expectation for organisations to recruit participants, manage sessions, or collect any data – all research activity is delivered by the University team.

We are particularly keen to partner with organisations that already support people with digital access or skills. Examples include:

• Libraries (digital drop-ins, device support, basic digital skills sessions)
• Community hubs / community centres
• Homelessness and housing organisations
• Charities working with older adults (Age UK, seniors’ support groups)
• Organisations supporting disabled people
• Employment support programmesYouth organisations and education providers (colleges, training centres, ESOL classes)
• Health and wellbeing groups (social prescribers, GP-linked community sessions)
• Digital inclusion charities and local digital champions

Refugee/migrant support organisations

2) People to take part

Participants can be any adults (18+) who use, need to use, or would like to use online public services. We particularly welcome support in reaching:

• people on low incomes
• disabled people
• older adults (60+)
• unemployed people
• young people (≤25)

Staff and volunteers working in digital support roles are also welcome to take part if they wish.

What participation involves

 What kinds of services can be tested?

We can test any public, essential, or frequently used digital service, including (but not limited to):

• NHS App, GP online services, hospital portals
• Universal Credit, One Login, HMRC services
• Local council services (housing, council tax, waste, parking)
• Library accounts, learning portals, community service platforms
• DVLA renewals, Blue Badge applications, bus passes
• Job search platforms (e.g. Find a Job)

What would people be asked to do?

Participants take part in a one-to-one user testing session (up to one hour). They are asked to try using an online service to complete an everyday task and to talk through:

• what feels easy,
• what feels difficult, and
• what could work better.

The focus is on the service, not the person. No passwords or sensitive personal details are requested, and participants can stop at any time.

Where can this take place?

Sessions can be arranged flexibly. The research team will invite people to book a one-to-one session at a time that suits them, either in person or remotely.

The research team can:

• travel to a location that is convenient for participants, or cover reasonable travel costs where needed; and/or
• carry out user testing at the organisation’s location (for example in a library, community space, or support centre), if this is helpful and can be arranged.

Accessibility

If participants need an interpreter or any accessibility adjustments to take part, they can let us know in advance and the research team will arrange appropriate support.

When:

The project will run user testing sessions between 15 January and 15 March. We would be very grateful for early support, though organisations are welcome to express interest at any time during this period.

Thank-you payments:

• Participating organisations: A £75 contribution is available for community and VCSE organisations to acknowledge staff time and practical support (e.g. sharing leaflets, hanging posters, facilitating introductions). This is not linked to recruitment numbers.
• Individuals taking part in the ‘test’ sessions: Will be offered a £25 voucher (Amazon or M&S). The session typically lasts up to one hour. Reasonable travel costs can be reimbursed if needed.

If interested: If your organisation would like to support this work or find out more, please contact:

Shweta Sharma
Research Assistant, Digital Inclusion Lab, University of Sussex
Email: ss2549@sussex.ac.uk