Paper Abstract:

Paper Details:

This project tested the following hypothesis: ‘Walk-in Assisted Digital support will be effective for some users, at least for some services, and feasible for some suppliers to provide.’ This was explored by recruiting people with low online skills and/or online access barriers to come and receive help in store from Timpson’s Group colleagues, for a selected online government service at a time convenient to them, across a period of two days. Support was provided to the recruited participants in an existing Max Spielmann Photo Store and in a purpose-built concept identity shop called ArkHive. This White Paper reports on findings drawn from observations, participant interviews and workshops on the experiences of both receiving and providing support in this context to explore if the hypothesis is correct.

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December 2015

Sarah Walton

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