How can we include all kinds of users in our research, including those who may be harder to reach or reluctant to take part?
Tips and techniques
Government services should be usable by as many people as possible, including those who are disabled. It’s our sixth design principle.
I love walls. I love them so much I once gave a talk about them, using a wall. And I know you love them too.
If I had to guess, I'd say that for government services, 60% of our user research and design effort is about the words we use.
We love a good experience map. When we're doing Discovery for new services, they're a great way to communicate what we learn about our users' current experience.
In agile, we find that user research works best when we do research in every sprint.
More and more teams across government are putting user needs first and the demand for user researchers is high.
I’m working as a user researcher in the Digital Inclusion team at GDS. Over the past few months, a key part of my work has involved sizing and identifying the characteristics of digitally-excluded service users, and understanding their support needs.
On the Carer’s Allowance exemplar, we wanted to make sure that our service worked for as many people as possible, so we recruited a wide range of users.
Earlier this year we released the ‘Services and information’ page, a new way to access all services and information published by an organisation on GOV.UK.