User support tickets can be a valuable source of information for researchers. Here's how we use them to shape what we do on our Government as a Platform products.
We’re doing wide-ranging and collaborative user research to help the Service Standard move from looking at isolated transactions to whole, end-to-end services.
The Government as a Platform team recently carried out research with 150 service teams across government and got a huge amount of data back. Here's how they analysed this.
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.
It’s good practice to measure the performance of your site, and monitor this over time – often called benchmarking. On GOV.UK, we’ve just completed our fourth wave of benchmarking.
To get my confession out of the way up front - I’m not a user researcher. I’m a content designer who’s had the benefit of working with world-class user researchers. I’ve learnt a lot from my time in user research …
Discovery research as a team sport In the service manual team, our mission is to provide ‘better guidance for teams creating government services’.
I love walls. I love them so much I once gave a talk about them, using a wall. And I know you love them too.
For many of our teams, the 'unit of data' in qualitative user research is the sticky note - or, more precisely, units of information captured onto sticky notes.
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.