Using digital solutions isn’t always as straightforward as we would hope. In practice, many manual workarounds are used to overcome challenges with the technology. Add this to the growing pile in the “when we asked them, they didn’t answer in the way we expected” category……
https://userresearch.blog.gov.uk/2019/05/02/researching-in-context/
Through our research, we were able to show that staff used other, easier to use systems to complete tasks that the system in question was intended to enable. We also found that manual inputting played a significant part in the processes, and sometimes involved government departments who didn’t have permission to edit the information on the system, this meant that they were having to regularly contact the police to ask for updates to be made on their behalf.