User researchers we have a responsibility to consider the safety of participants and of themselves. This blog post looks at some ways in which researchers can do this.
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.
GOV.UK have been using card sorting to understand the ways people think about content and how it should be organised. In this post they describe how they’ve refined their approach.
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 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.
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.
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.
![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 …