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Motivation acts as a driving force for users to overcome digital barriers, such as a lack of skills and confidence. When users engage digitally, make sure their experience is as easy and enjoyable as possible to keep them engaged.
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Criterion 2 – Motivate digital use
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test Your responsibilities
To successfully meet this criterion, you need to:
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communicate the benefits of adopting a digital channel
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understand the motivations of your audience
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make the digital service easy to use -
test When to apply
Apply Criterion 2 throughout Discovery as you gather research and insights on your target audience. Revisit this Criterion once you go live and assess uptake of your service.
Revisit this criterion across the Service Design and Delivery Process to remain relevant
as users wants and needs evolve. -
test How to apply
Questions for consideration
- What needs or goals motivate users to engage digitally?
- Have we gathered feedback or analytics to understand user needs?
- How might we customise the user experience to resonate with diverse user needs?
- Have we addressed digital barriers causing users to seek alternate service delivery
- Have you considered how others have overcome similar issues across government?
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Transform your approach
Innovate, solve and excel to deliver world class digital services.
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Supporting government to source ICT products and services, find sellers and discover existing government platforms
Connect with the digital community
Share, build or learn digital experience and skills with training and events, and collaborate with peers across government.