London Borough of Barking and Dagenham: Digital Support Network

Case Study

Project Overview

The Digital Support Network aimed to bridge the digital gap in the London Borough of Barking and Dagenham (LBBD) by developing a digital inclusion training portal. With 9% of adults in Barking and Dagenham not online (approximately 15,000 people) and an estimated 25% lacking essential digital skills, the project sought to recruit and train 150 Digital Champions (DCs) to support these residents.

As part of this project's solution, we recruited volunteers and equipped them with the necessary training and tools to help residents improve their digital skills, either in community hubs or remotely. With funding secured, the objective was to build a training portal for Digital Champions, which could also serve as a shared resource with other public sectors.

My Role and Responsibilities

As the lead designer on the Digital Support Network Project, I was responsible for driving the conception and ideation, user flow design, detailed interaction design, and prototyping. Working closely with a cross functional team that included product managers, engineers, and end-users, my role involved:

  • Product Discovery and Delivery: Collaborating with product teams to identify user needs and business requirements, ensuring we focused on the right problems to solve.

  • User Research: Conducting interviews, surveys, and usability testing to gather qualitative and quantitative data on user behaviors, needs, and pain points.

  • Design Execution: Creating wireframes, high-fidelity designs, and advanced prototypes, and providing clear design specifications to the development team.

  • Stakeholder Management: Leading feedback sessions, facilitating discovery and design workshops, and articulating design rationale to stakeholders.

  • Implementation Oversight: Working closely with development teams to ensure seamless implementation, maintaining an iterative feedback loop to refine and improve the portal.

Hypothesis:

We hypothesised that creating a dedicated training portal for Digital Champions would significantly improve their ability to support digitally excluded residents. This portal would provide a centralised, accessible, and user-friendly platform for training materials and communication, leading to increased digital skills among residents and a reduction in the borough's digital gap.

My Design Process

In tackling the Digital Pathways Project, I employed the Double Diamond approach, a design process framework renowned for its effectiveness in solving complex problems through distinct phases of discovery and delivery. This method enabled me to thoroughly explore the problem space, ensuring a deep understanding of user needs and challenges before converging on a solution. By iterating between divergent and convergent thinking, I was able to identify the core issues faced by our target audience, prototype potential solutions, and refine them based on continuous feedback. This structured approach was instrumental in creating a user-centric training portal tailored to the specific needs of Digital Champions in Barking & Dagenham.

1. Discovery Phase

The Discovery phase of the Digital Pathways Project was essential for understanding the digital inclusion challenges faced by residents in Barking & Dagenham. I focused on identifying user needs, pain points, and opportunities for designing an effective and user-friendly digital inclusion training portal. My approach included competitor analysis, user interviews, usability testing, and extensive research on the digital divide.

Competitor Analysis

I began by conducting a thorough competitor analysis to benchmark our project against existing digital inclusion platforms, including Digital Unite and other similar sites. This analysis helped me understand the strengths and weaknesses of current solutions and identify areas where our platform could provide a better user experience. Key insights from the competitor analysis included:

  • Lack of Local Tailoring: Existing platforms were not tailored to the specific needs of Barking & Dagenham residents.

  • Usability Issues: Many platforms were not userfriendly or intuitive, making it difficult for digital novices to navigate.

  • Cost Concerns: Some platforms were costly to maintain and use, which could be a barrier for widespread adoption.

User Interviews

To gather qualitative insights, I conducted interviews with Digital Champions and LBBD Frontline Officers who were familiar with the digital inclusion efforts in the borough. These interviews revealed several pain points with the existing solutions:

  • Complex Navigation: Users found it difficult to navigate through the Digital Unite website.

  • Lack of Relevant Content: The content was not always relevant to the local context and specific needs of our users.

  • Limited Support: Users felt there was insufficient support for troubleshooting and assistance.

Usability Testing

I conducted usability testing sessions with eight Digital Champions to observe how they interacted with the existing Digital Unite platform. This testing provided valuable feedback on the user experience and identified multiple pain points:

  • Difficult Registration Process: Users found the registration process to be cumbersome and time-consuming.

  • Unintuitive Interface: The website's interface was not intuitive, leading to frustration and confusion.

  • Inadequate Search Functionality: The search functionality was inadequate, making it difficult for users to find the resources they needed.

Research on the Digital Divide

To inform our design decisions, I gathered extensive research on the digital divide. I based some of our insights on figures from the Office for National Statistics (ONS) and the Local Government Association (LGA):

  • Digital Exclusion: According to the ONS, 30% of adults over the age of 55 in Barking & Dagenham are not online, equating to around 11,300 people.

  • Essential Digital Skills: The LGA estimates that 25% of adults in the borough do not have all the 'Essential Digital Skills' for life with 10% of adults lacking at least 1 Essential Digital Skill.

2. Define

With a wealth of data collected during the Discovery phase, I transitioned into the Define phase, where the focus was on synthesising the insights and clearly defining the problem statement and project goals. This phase was crucial for aligning the team's understanding and setting a clear direction for the design process.

Synthesis and Analysis

I began by analysing the qualitative and quantitative data gathered from user interviews, usability testing, competitor analysis, and secondary research. Key findings included:

  • Complex Navigation: Users found the Digital Unite platform difficult to navigate, often getting lost or frustrated with the interface.

  • Irrelevant Content: Much of the content was not pertinent to the specific needs of residents in Barking & Dagenham.

  • Lack of Customisation: The platform did not cater to local contexts, making it less effective for Digital Champions operating in our borough.

  • High Costs: The existing platform was costly, not providing good value for the resources invested.

Defining the Problem Statement

Based on these insights, I defined the problem statement as follows:

"Residents and Digital Champions in Barking & Dagenham need a user-friendly, intuitive, and locally tailored digital training platform to effectively bridge the digital divide, as existing solutions like Digital Unite are complex, irrelevant, and costly."

Project Goals

To address this problem, I established clear project goals:

  1. Create a User-Centric Platform: Design a training portal that is easy to navigate and intuitive, specifically tailored to the needs of Digital Champions and residents in Barking & Dagenham.

  2. Local Customisation: Develop content and features that reflect the local context and address the unique challenges faced by our community.

  3. Cost-Effective Solution: Build a platform that provides excellent value, minimising costs while maximising impact.

  4. Empower Digital Champions: Equip Digital Champions with the tools and resources they need to support residents effectively, both in community hubs and remotely.

User Personas and Journey Mapping

User personas are an important part of the design process because they allow us to understand the behaviours and needs of the user by providing a realistic representation. They allow for clearer and better decision making by enabling us to create personas based on qualitative user research.

To ensure the platform met user needs, I created detailed user personas representing typical Digital Champions and residents. These personas were based on real data from our interviews and usability tests, encapsulating key demographics, goals, frustrations, and behaviours.

User Personas:

I also mapped user journeys to visualise the steps Digital Champions and residents would take when using the platform. This helped identify critical touchpoints and potential pain points, ensuring the design addressed all user interactions comprehensively.

Red Route Analysis

Conducting a Red Route Analysis allowed me to pinpoint the most critical tasks users needed to complete on the platform. These tasks included:

  • Finding and Enrolling in Courses: Users needed a straightforward way to discover and join relevant training programmes.

  • Accessing Support Resources: Easy access to help and support materials was essential for users facing challenges.

  • Communicating with Other Digital Champions: Facilitating peer-to-peer communication to share knowledge and support.

Example Features from Red Route Analysis:

  • Course Finder Tool: A searchable directory of available courses with filters for skill level and topic.

  • Resource Library: A central repository of guides, FAQs, and video tutorials.

  • Message Board: A forum for Digital Champions to ask questions, share tips, and collaborate on solutions.

By defining these key routes, I could prioritise the most important aspects of the user experience, ensuring the design focused on the features that mattered most.

This comprehensive Define phase set a solid foundation for the subsequent design and development stages, ensuring that every decision was rooted in a deep understanding of user needs and project goals.

3. Develop

During the Develop stage of the project, I transitioned from insights and ideas to tangible designs and prototypes. This phase involved a detailed focus on user flow, information architecture, and course creation to ensure that the Digital Champions training portal was both intuitive and effective.

During this process I was able to create a solution that is usable for both Digital Champions and Frontline Officers. I mapped out the general flow of the Digital Support Network website. This step allowed me to visualise the user journey and identify ways that the users can reach their goals easily and intuitively.

  1. User Flow Mapping:

    • I created detailed flowcharts that illustrated the paths users would take to complete key tasks on the portal, such as logging in, accessing courses, and utilising support resources. This helped in identifying any potential bottlenecks or areas of confusion.

  2. Information Architecture:

    • I organised the content and features of the portal into a clear and hierarchical structure. This involved categorising courses, resources, and support tools in a way that made them easily accessible. The IA was designed to accommodate the different needs of users, ensuring that both novice and experienced users could find what they needed without hassle.

Course Creation Based on Essential Digital Skills Qualifications (EDSQ)

One of the core features of the portal was the series of digital skills courses designed to enhance the competencies of Digital Champions. These courses were developed based on the Essential Digital Skills Qualifications (EDSQ) framework, which outlines the key skills needed for digital literacy in the UK.

  1. Course Content Development:

    • I collaborated with subject matter experts to develop comprehensive course content that aligned with the EDSQ framework. This included modules on essential digital skills such as online communication, cybersecurity, and digital problem-solving.

  2. Interactive and Engaging Formats:

    • To ensure the courses were engaging and effective, I incorporated interactive elements such as quizzes, video tutorials, and practical exercises. These formats were chosen to cater to different learning styles and to make the learning experience more dynamic.

  3. User-Centric Design:

    • Based on the user personas and feedback from the discovery phase, I tailored the courses to address specific pain points and needs. For example, the courses included practical tips on how to teach digital skills to clients with varying levels of digital literacy.

    “The Essential Digital Skills framework sets out the fundamental skills that people need to confidently and safely use digital technology in everyday life and work. These skills are crucial for ensuring that everyone can participate fully in the digital world.” — UK Department for Education, Essential Digital Skills Framework

Prototyping and Iteration

Once the user flow and course content were developed, I created high-fidelity prototypes using Figma. These prototypes were crucial for visualising the design and functionality of the portal before moving to full-scale development.

  1. Wireframes and Mockups:

    • I started with wireframes to outline the basic structure and layout of the portal. These wireframes were then transformed into detailed mockups that included branding elements, typography, and colour schemes.

  2. Advanced Prototyping:

    • Using Figma, I developed interactive prototypes that allowed users to experience the portal's functionality. These prototypes included clickable elements, transitions, and animations to simulate the final product.

  3. Usability Testing:

    • The prototypes were tested with a group of Digital Champions and frontline officers to gather feedback on usability and design. This testing phase helped identify any issues or areas for improvement, which were then addressed in subsequent iterations.

  4. Iterative Design Process:

    • Based on the feedback from usability testing, I made iterative improvements to the design. This process of continuous refinement ensured that the final product was user-friendly, intuitive, and aligned with the needs of our target audience.

4. Deliver

In the Deliver phase, my focus was on translating our designs into a fully operational training portal for Digital Champions. This involved detailed collaboration with development teams, iterative testing, and a significant showcase event to present our work to other councils. This phase was critical in ensuring that our product was not only functional but also delivered value to its users and inspired others in the sector.

Refining Prototypes

The first step was to refine the prototypes based on the insights collected from the Define phase. This involved making adjustments to improve usability, accessibility, and the overall user experience. Key areas of focus included simplifying navigation and enhancing the clarity of training materials based on user feedback.

Collaboration with Development Teams

Working closely with the development and the content team was essential to ensure that the design specifications were accurately implemented. I provided detailed documentation and participated in regular design reviews. This collaboration helped to address any technical challenges and align the final product with the design vision.

Iterative Testing

To validate our design, I conducted iterative testing with a group of Digital Champions. This process involved using a beta version of the portal to gather feedback on usability and effectiveness. Insights from these sessions guided final refinements, ensuring the product met user needs and expectations.

Showcase and Impact

A major milestone was the “show and tell” event where I presented the Digital Pathways Project to representatives from 30 councils. This event showcased our digital initiative and its impact, leading to positive feedback and inspiring some councils to use our site as a model for their own digital inclusion efforts.

Key Deliverables

  • Finalised Design Specifications: Comprehensive documentation provided to the development team, detailing design features and functionalities.

  • Functional Prototypes: High-fidelity prototypes tested and refined based on user feedback.

  • User Feedback Reports: Detailed summaries of feedback from testing sessions, highlighting areas for improvement.

  • Successful Launch: The portal was launched and made available to Digital Champions, accompanied by training sessions for effective use.

  • Show and Tell Presentation: A successful showcase event attended by 30 councils, demonstrating the digital initiative and its benefits.

Lessons Learned

  1. Early and Continuous Collaboration: Regular communication with the development team was essential for addressing technical constraints and ensuring accurate implementation. However, initial misalignments in understanding technical feasibility led to delays. This underscored the need for clearer communication and more detailed initial discussions about technical constraints.

  2. Iterative Testing is Crucial: Although iterative testing provided valuable insights, the process also revealed that some issues were not apparent until later stages of development. This highlighted the importance of integrating feedback earlier and more frequently throughout the project to avoid last-minute adjustments.

  3. Clear Documentation is Key: While detailed design specifications helped prevent misunderstandings, I learned that overly complex documentation can sometimes lead to confusion. Simplifying documentation and ensuring it is accessible to all team members can improve clarity and reduce the risk of errors.

  4. Balancing Feedback with Constraints: Incorporating user feedback is vital, but I faced challenges in balancing this feedback with project constraints. At times, it was difficult to address all feedback within the given timeline and resources. This experience taught me the importance of prioritising feedback based on its impact and feasibility.

  5. Technical Constraints and Expectations: Some features initially designed were not feasible due to technical constraints, leading to frustration among stakeholders. This highlighted the importance of early technical validation and setting realistic expectations with stakeholders to avoid disappointments later in the project.

Project Impact on the Council

The Digital Pathways Project had a significant impact on the council and the wider community. We experienced a 27% increase in Digital Champion sign-ups within just three months, reflecting the effectiveness and appeal of our new training portal. By avoiding the costs associated with external platforms like Digital Unite, we achieved substantial savings.

The project also fostered collaborations with other digital initiatives, such as the laptop borrowing scheme and the creation of innovative digital zones in library facilities. These zones, featuring advanced technology like screen readers, magnification software, and speech recognition tools, are designed to be accessible to all community members, regardless of age or digital literacy. Accessible seating, adjustable desks, and support from volunteer Digital Champions further enhance the inclusivity of these resources.

Overall, the project not only bridged the digital divide but also demonstrated a strong commitment to community engagement and resource accessibility, serving as a model for other councils.