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77 days ago
Unfiled. Edited by caroline.jarrett@digital.cabinet-office.gov.uk 77 days ago
User research plays two very important roles in service design.
It helps us to:

71 days ago
Unfiled. Edited by Will Myddelton 71 days ago
We do a lot of phone interviews at GDS. They are a great way to quickly get some high-level qualitative insights. 'Paired phone interviewing' is something we are trying out as a way to:
  • involve your team in a phone interview (user research is a team sport)
  • Interviewer, note-taker, participant (can be in separate locations/desks)
Will M
  • Conference call details that everyone can dial into 
  • Calendar invitation with the dial-in details 
  • Google Doc with your interview questions
  • Informed consent from your participant
  • How it works
  • The interviewer dials in, opens the Google Doc and works through the questions. They can go off-script and ask new questions as they occur to them (just like in all interviews).
  • The note-taker dials in and goes on mute. They open the same Google Doc to take notes against each question. They can also add new questions to the script on the fly which the interview then asks.
  • The participant dials in and answers the questions. Usually they don’t see the Google Doc but if you want to share it with them in advance you can do this too.
  • Why this works
Will M Generates a higher quality interview
The interviewer doesn’t have to worry about notes and can focus on questions. The note-taker adds questions that the interviewer might miss.
Improves interviews over time
caroline.jarrett@digital.cabinet-office.gov.uk Your script gets updated with better questions. Better still, the note-taker can critique the interview technique after the call. Feedback is a gift.
Will M Makes it easy to arrange research
You can set the session up weeks in advance and then forget about it. When the day comes around the research just happens.
Involves your team in the research
Will M
  • Caroline - how do I make this a heading?!
The note-taker can (should) be a non-researcher. They don’t even have to leave their desk! They just dial in, take notes, and get back on with their work. If you use a domain expert they can understand all the crazy domain-specific jargon. For example, use a developer to take notes when you’re interviewing a developer.
191 days ago
Unfiled. Edited by Jorick Thijs Polderman 191 days ago
Jorick P User Research Job Opportunity!
Hi there people!
This might be a bit of an unusual post but due to the nature of this role, User Researchers seem very hard to find these days, I wanted to shout out that I do have an exciting Job Opportunity based in Telford, Shropshire. It's a full-time permanent role, has a very interesting client, the company has a great rep and could offer you career development depending on your own mind set of course. 
If you would like to know more, drop me an e-mail with your contact info: jorick.polderman@capgemini.com
Looking forward to engage, discuss and talk more!
197 days ago
Unfiled. Edited by caroline.jarrett@digital.cabinet-office.gov.uk 197 days ago
  1. Deciding whether the service you’re considering is likely to be the best way of meeting those user needs, or whether some other kind of service - or no change at all - might be better.
Ben C
  • I don't think you can know in discovery that your service is going to meet user needs. Isn't part of the point to decide whether to do what you were going to do at all? To that end could this read "Decide what kind of service might be the best way to meet those user needs"?
  • Ben Carpenter I've had a go at editing it to make it more explicit that some other kind of service might be better. 
218 days ago
Unfiled. Edited by Ben Carpenter 218 days ago
  • Remote
Ben C
  • Choose locations appropriate to users and their user journeys
Remember that the most vulnerable people, also most likely to have lower digital skills and therefore need assisted digital support, are the hardest to find. For someone who has never been online, research needs to be into where their user journey starts, for them, what offline routes it takes until their needs are met. To this end, it is even more important to try and meet these users in places and contexts that they are most comfortable with. Talking to them in a lab with on-screen prototypes to look at, for example, is, to them, jumping to part of a user journey they may never get to. Even if they then say that what they're seeing on-screen is better than they would've expected and is something they would try and use, you're still not finding out what would've happened in the real world when they started the on their journey to meet their user needs. 
Research studio
Public spaces (pop-up)
Remote research
218 days ago
Unfiled. Edited by Ben Carpenter 218 days ago
  • decide if you need to provide anything to help them complete the task e.g. dummy data for them to use on a form or for them to give to an assisted digital support provider.
Members (241)
Tal Solomon Simon Johnson Janette King Kerry Baugh Zornitza Yovcheva Mathieu Bernimont Will Myddelton Jane Devine Andrew Klein Maja Islam James Wilson Mark Hazelby Michael Rawling Stefano Bonzi Emma James Simon Johnson Peter Dennis Peter Dennis Jorick Thijs Polderman Jorick Thijs Polderman

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