12 Don’t forget the non-digital experience

Ensure that people who use the digital service can also use the other available channels if needed, without repetition or confusion.

Why it’s in the Standard

People often start using a service and have to come back to it later, or switch to a non-digital channel to complete the transaction. We need to make sure users’ transitions between non-digital and digital channels, when they need to happen, are as smooth as possible.

How you’ll be assessed

During Discovery and Alpha you should have developed a good understanding of where users will go for the service you are building. You should understand what proportion of users rely on non-digital channels, wholly or in part, and have a plan for how you will address this in your build.

During Alpha you should show you understand:

During the Beta stage you will apply the knowledge gained in Alpha to design a service that works with the other channels, as appropriate.

By the end of Beta and going live, you should:

Last updated: 6 May 2016