The project tested the following hypothesis: ‘High street walk-in assisted digital will be effective for some users, at least for some services, and feasible for suppliers to provide.’ Assisted digital is the help given to people who cannot complete online government services independently. An appointment booking process is an overhead for services, providers, and users of the services so for some services it may be better if people needing help could just drop in when it was convenient.

James Timpson & Will Lankston present on the world’s first digital identity shop and how Timpson is taking on the new world of digital identity (Economics of Identity II, December 2015)