United Response
Identifying barriers to digital adoption and shaping a practical, user-focused approach to unlock digital transformation
We revealed the real adoption gaps through deep staff engagement and analysis, helping United Response focus on practical actions that remove barriers and accelerate digital progress.
Background
United Response is a national charity supporting people with learning disabilities, autism, and mental health needs. Like many organisations, they face growing pressure to modernise operations through digital tools. However, a lack of clear insight into digital usage, staff needs, and adoption challenges limited their ability to move forward confidently. Without a targeted strategy, there was a risk of investing in tools that wouldn’t meet user needs or deliver long-term value.
Solution
United Response needed clarity on where they stood with digital usage and a clear path forward. We engaged staff across the organisation through surveys and interviews to capture real-world insights into their digital experience. From this, we identified key challenges and created user personas representing the diverse needs of their workforce. We worked with leadership to identify digital champions to build internal momentum and co-created a high-level digital adoption roadmap, including key actions, success measures, and engagement strategies.
Impact
United Response now has a clear understanding of its digital landscape and a practical, people-focused strategy to drive adoption. With detailed user personas, identified champions, and a roadmap backed by staff insights, the organisation is positioned to make smarter digital investments, improve collaboration, and achieve long-term transformation that truly works for its people.
