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Archives: Research Documents

(NHS App) Usability Testing: Test and Trace Inclusive Research

This research report presents inclusive user research conducted in partnership with NHS Digital and community groups to understand people’s experiences of COVID-19 testing and engagement with the NHS Test and Trace service in England. The study involved qualitative interviews with participants recruited through community organisations to explore attitudes, beliefs, lived challenges, and barriers to accessing testing services, including regular asymptomatic testing.

The research highlights the diversity of views across demographic groups (age, ethnicity, income, language background) and reveals how knowledge gaps, access issues, language barriers, fears around health and safety, and complexity of information affected participation in testing. It also examines how people received and interpreted health information, where they encountered challenges online, and how community support influenced participation.

Key insights include:

  • different levels of awareness and understanding about COVID testing and Test & Trace
  • barriers related to digital access, language, and health-related fears
  • how community networks and trusted intermediaries aided inclusion
  • implications for more accessible public health information and service design

This evidence-led report informs future practices in inclusive health-related digital services and reinforces the importance of community-centred research methodologies for equitable public health delivery.

Citation

Adewole, J., Willacy, N., Collins, L., Piper, M. and Valentine, K. (2021) Test and Trace Inclusive Research (March 2021). NHS Digital & IFB Gaming.

Literature Review: Community Pathways to Digital Inclusion and Equity in England

This literature review examines how community-based pathways contribute to digital inclusion and equity across England, drawing together evidence from policy, practice, and research. It explores digital exclusion not only as a matter of access and skills, but as a systemic issue shaped by governance, trust, service design, representation, and local capacity.

The review synthesises findings from national strategies, third-sector delivery models, local authority initiatives, and applied research to identify what works in reducing digital inequality at community level. Particular attention is given to the role of trusted intermediaries, place-based delivery, digital confidence building, and inclusive service design.

Key themes include:

  • structural and social drivers of digital exclusion
  • the role of community organisations as access and support pathways
  • digital inclusion beyond connectivity, including confidence, safety, and governance
  • equity considerations across age, income, disability, migration status, and geography

The paper proposes a framework for understanding community pathways as critical infrastructure for digital inclusion, highlighting gaps in current approaches and opportunities for more coordinated, evidence-led practice. It is intended to support policymakers, funders, practitioners, and researchers designing or evaluating inclusive digital strategies grounded in real-world delivery.

Citation

Adewole, J. (2026) Community Pathways to Digital Inclusion and Equity in England. IFB Gaming.

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