Why it matters

Services designed around users and their needs:

• are more likely to be used
• help more people get the right outcome
• cost less to operate by reducing time and money spent on resolving problems

Other considerations are:

• We committed to providing value for money and delivering digital services that get it right first time supports this
• We have agreed corporately that we’ll adopt the GDS Digital Service Standard and ‘understand user need’ is standard 1
• There is a legal duty to deliver accessible services to all and we need to understand the needs of users who have physical, mental, visual or auditory disabilities