Design · Add-on
Design for people who cannot or will not go online
Public services must work for everyone, including people without internet, skills or confidence. Design support routes alongside the digital service.
About 3-10 daysEvergreenLast reviewed 5 November 2026
Who this applies to
- Skills it builds
- Design and user experienceDiscovery and research
- PM types
- All
- Product types
- Public sector service
- Starting points
- All
- Ways of working
- All
- Experience
- All
- Size of organisation
- All
Steps, by experience
Beginner (under 1 year)
- Research users who struggle with or avoid digital services.
- Find out why: access, skills, confidence or trust.
- Design support by phone, in person or webchat.
- Tell people the support exists.
- Measure how well the support works.
Intermediate (1 to 4 years)
- Research non-digital users.
- Design and publicise support routes.
- Measure support performance.
Experienced (5+ years)
- Plan support funding and capacity.
- Use support data to improve the digital service.
- Help people move online over time without forcing them.
Who can do this
Owner: Product manager
Can be delegated to
- User Researcher: Research users who need support
- UX Designer: Design the support routes
Reviewed by: User Researcher
Tool examples
- Miro
- Map the journey across online and offline channels.
- Confluence
- Document support routes and staff guides.
Definition of done
- Non-digital users researched
- Support routes designed
- Measures in place
Common pitfalls
- Assuming everyone is online
- Hiding offline options
- Paper forms as the only alternative
If you lead the team
What good looks like: Public services work for everyone, with support for people who can't or won't go online.
Ask your PM
- How do people without internet, skills or confidence use this service?
- How do we know assisted routes work?
Warning signs
- The offline route is an afterthought.
- Assisted users aren't included in research.