How a research session no-show gave us some great insight into our project
How a team at NHS Digital turned a research session no-show into an opportunity to learn.
Case studies
How we did a large-scale group analysis of user research data
Posted by:
Ciara Green, Posted on:
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Categories:
Analysis, Case studies, Research stories, Team sport, Tips and techniques
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.
Understanding the needs of service data users
Posted by:
Tingting Zhao, Chris Thomas and Katie John - Government Digital Service, Posted on:
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Categories:
Agile, Analysis, Case studies, Team sport, Tips and techniques
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.
How we researched the new navigation on GOV.UK
Posted by:
Emma Maxim and Giulia Bazoli, Posted on:
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Categories:
Agile, Case studies, Design patterns
We're introducing new navigation elements to GOV.UK. This blog posts talks about the user research that helped us develop them.
The value of conducting user research with stakeholders
As well as carrying out user research with users, it's also valuable to carry it out with internal stakeholders. This is how the GOV.UK Verify team conducted user research with its internal stakeholders.
How a knowledge kanban board can help your user research
Setting up a knowledge kanban board is a great way to organise and track user research work. Here are some tips on how to create one and how it can help.
Collaborative user research for #VerifyLocal discovery
We've been looking at how GOV.UK verify might be extended to local authorities. To help with this, we've been offering training, tools and support to get each of the local authority teams we're working with talking to their own users
There is a whole world of users out there just waiting to be discovered
We wanted to understand what international users thought about GOV.UK. This is how we carried out user research with this group.
Researching with webchat advisers and managers
Recently, we blogged about our research on how users feel about webchat, and the way we used roleplay to test human interactions in a webchat. Our third piece of research took us out of the lab.
Webchat role play
Posted by:
Emma Graham, Posted on:
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Categories:
Case studies, Tips and techniques, User research lab
![A screenshot of a webchat process for advisers and potential adviser responses. The text reads: Adviser process: Greet user / ask what their problem is Ask for car reg Ask for date they want to pay for Ask for their credit card number Ask for their expiry date Ask for their security code Try to process the transaction Process this - it works! Give them a transaction reference Close the chat Wait 10-20 seconds before responding each time Make sure you close the chat at the end! Potential adviser responses: [Hi you’re chatting with xxxxx. What can I do for you today?] (prefilled) OK. I can help. What’s your car registration? What date do you want to pay for? That will cost £2.50. Can I take a credit card number? And the card’s expiry date? And the security code - the last 3 digits on the back of the card? Thanks. Let me process this now. The transaction has been processed. Your reference number is 8QU45337.](https://userresearch.blog.gov.uk/wp-content/uploads/sites/102/2016/12/webchat-roleplay-photo--620x562.png)
In our recent webchat alpha we looked at whether there are common webchat needs across government. We also investigated what opportunities there might be to meet those needs in a more consistent way. This involved lots of user research including …