GOV.UK
How we refined our approach to card sorting
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.
Tips and techniques
It's vital to test on a wide range of devices - here's how we do it
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.
How we did a large-scale group analysis of user research data
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
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.
New user research methods guides in the Service Manual
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.
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.
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
![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 …
The pluses and pitfalls of streaming user research
Hello, I’m a user researcher on the GOV.UK Notify team. For the past couple of months I have been doing research with developers to see how easy it is to integrate Notify with their services, and streaming the sessions back …
Breaking user journeys to research webchat
In our recent webchat alpha, we looked at whether there are common webchat needs across government, and what opportunities there might be to meet those needs in a more consistent way.