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.
The challenges and discoveries user researchers Katie John and Leon Hubert experienced when recruiting people with disabilities for their latest work.
Our thinking about services has changed and evolved over the past couple of years, so we’ve been researching how people across government currently define what a service is.
Contextual research is about watching your users in the environment where they usually use your product. In this blog post, we talk about how we've used contextual observation to iterate and improve GOV.UK Notify.
Carrying out user research on the devices people actually use in real life - such as mobile phones and tablets - will help make the interactions you see in user research as natural as possible. Here's how we approach this.
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 topic for our cross government meetup in June was Good Discovery. We had a great turn out and 5 fantastic talks.
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.
Government services should be usable by as many people as possible, including those who are disabled. It’s our sixth design principle.
In agile, we find that user research works best when we do research in every sprint.