Learning to ask the right questions
Here’s an example of a change we’ve made to the Carer’s Allowance service to help to make it clearer, faster, and simpler for users.
Doing less. The Inverted-U
In the book 'David & Goliath: Underdogs, Misfits and the Art of Battling Giants', Malcolm Gladwell uses the illustration of an Inverted-U curve.
6 case studies: using research and data to improve a live service
Data shows us what’s happening in a live service. By using data, we design user research that helps us understand why it’s happening.
Sample size and confidence: how to get your team to trust qualitative research
If you're doing qualitative design research, don't worry about sample size. Sample size and statistical significance don't matter*.
What user researchers do when they're not researching
A lot of teams aren't used to having a user researcher embedded full time.
Metrics that matter and user research
When building a digital-by-default service like Carer’s Allowance, we’re continuously designing, testing and releasing changes to the live service to improve it and better meet user needs.
A simple technique for evaluating content
I've been working with our content designers to refine content that explains the Identity Assurance service.
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