In this post, Katie John, a senior user researcher at the Government Digital Service, shares how she and her team carried out research on and measured the face-to-face interactions that make up a service.
The challenges and discoveries user researchers Katie John and Leon Hubert experienced when recruiting people with disabilities for their latest work.
The Service Performance team are working on a tool to give people standardised high-level metrics about all government services in one place. They needed to be able to define user needs for Service Performance throughout the project. Here's what they did.