Usage
- Difficult to find the phone number for companies or organisations online.
- Chatbots are annoying; many prefer to telephone or speak face to face with someone.
- Difficult to remember lots of different logins and passwords.
- Not being able to reply to unmanned emails or text messages causes confusion and delays.
- Two-factor authentication processes or other security questions are stressful and complex and can time out.
Information and Forms
- Having to enter information several times because systems are disjointed is frustrating (e.g., within the council or NHS).
- No permanent record of digital interactions; users don’t know if something has ‘gone through’ and have no physical copy to refer to.
- Information overload (e.g., internet search results, council website search function); users need information to come to them, digitally or otherwise.
- For the visually impaired, it is difficult to find the important bits of information in a sea of text and links read out to them. They can’t absorb information passively and need voice summaries of key information (e.g., road closures or road layout changes).
- Apps with overlapping functions (e.g., NHS app and GP practice-specific app) can be confusing regarding which to use.
- Too many apps; difficult to know which ones are the most useful and can be trusted. App stores can be overwhelming.
- Digital forms are too complex: jargon (e.g., SEN, service premium, looked after child), difficult questions asking for information users don’t always have, the need to upload/download documents, and technical glitches.
- No human connection; the self-serve model doesn’t work for many groups, particularly those with poorer English language skills or lack of cultural knowledge of the UK. There is a lack of empathy in the system.
- Proof of address (e.g., utility bills, bank statements) and photo ID requirements are an issue.
- Frustration that doing things online seems to take so long. Older people often don’t find it convenient compared to just talking to someone over the phone or face to face.
- Switching to digital-only applications for certain services has led to reduced take-up (and timely renewals) by vulnerable groups (e.g., for Free School Meals or Blue Badge disability permits).
