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.
When we think about the data we hold on our services, the first thing that comes to mind is often website analytics. But there are other valuable and occasionally overlooked types of data that can be really useful to user researchers.
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 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.
We’ve published new guides to the most common user research methods. And we’re trying out a new discussion group to help the community contribute to the guidance and keep it up to date with our evolving practice.
Related content and links
User research in government
This blog showcases the projects user researchers are working on across government in the UK.
It's what we're learning and thinking about and a place for us to share case studies and project updates.