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.
Katie John - Government Digital 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.