Pilot programme

Where we are now

The current framework has been developed through desk research, analysis of known usability barriers, and synthesis of accessibility best practices, along with input and ideas from practitioners working in digital inclusion and public services.

This has helped us shape an initial structure for AIWS, including key principles and example patterns for improving government service journeys.

At this stage, however, the framework is still largely based on research and assumptions about user behaviour rather than direct testing with real users in live environments.

What we still need to do

The next step is to move from design and research into real-world testing with users, to better understand how the framework performs in practice.

We want to check whether the assumptions we have made actually hold up when older adults and digitally excluded users complete real or realistic government service tasks.

How we think testing could work

Our current thinking is to work with councils and partner organisations to run usability sessions using simplified service journeys based on AIWS principles.

Participants would be grouped into different cohorts, representing a range of digital confidence and accessibility needs, and asked to complete typical public service tasks while being observed.

At the moment, this is still an early approach. Through further conversations with organisations and practitioners, we expect to refine and improve how this testing is carried out so it is practical, ethical, and useful in real settings.

How we would evaluate it

We are considering three simple measures to understand how well AIWS performs:

• Effectiveness: Can users complete the task, such as booking a service or submitting a form, without getting stuck?
• Efficiency: How long the task takes and how many errors or corrections are needed along the way.
• Anxiety & Confidence: Whether users feel comfortable and in control, or show signs of confusion, hesitation, or frustration.

Early testing ideas

We have also discussed a few possible ways to make testing more realistic, although these would need careful refinement with partners:

• Interruption scenario: Asking users to briefly pause mid-task to simulate a real-world distraction, then observing how easily they can return and continue.
• Error scenario: Intentionally triggering a simple form error (such as a missing field) to see how clearly the system helps users understand and recover from it.

These ideas are not fixed methods yet, but starting points for discussion on how to test the framework in realistic conditions.

Why this matters

While the framework is grounded in established accessibility knowledge, it still needs to be tested with real users to understand where it works well and where it needs improvement.

The goal is to ensure AIWS is not only well-designed in theory, but also genuinely helpful in real public service situations.

Next steps

We are currently looking to speak with councils, public sector teams, and organisations working in digital inclusion and accessibility to explore the best way to carry out this testing.

Through these conversations, we expect the approach to evolve and become more practical, grounded, and aligned with real-world constraints.