The Digital Transformation Agency (DTA) has addressed the power of ‘pain points’ created when online users failed to achieve their goals, identifying the points as a way of uncovering problems for attention.
In a statement, the DTA said that not everyone was having a user-friendly experience in their online dealings with Government services and organisations.
“Our GovX team has identified 11 common pain points that appear across different services, sectors and levels of Government,” the Agency said.
“These common pain points include experiences such as difficulty finding information or being required to provide the same information multiple times.”
The DTA said common pain points caused negative experiences.
“For example, someone who’s not aware of what’s available might miss out on information or support that could improve their situation,” it said.
“Some of these pains happen because people need to interact with multiple services and organisations.
“People are not always aware of which organisation they are interacting with or where they need to go to access assistance and this can create confusion and duplication.”
The DTA said identifying common pain points helped to show connections or interdependencies across services.
“This helps Agencies find existing solutions they can reuse or adapt, or show where there are opportunities to build scalable, collaborative solutions which many Agencies can benefit from,” it said.
The Agency called on users to let the DTA know of their pain points and if they had ways of addressing them.
A poster outlining all the common pain points identified by the DTA is available at this PS News link.
