Leisa RFor example: Personal Independence Payment (PIP)
A. user needs in the context of life - needs that come from people’s lives beyond your service. You don’t have any control over these factors, but how you accommodate them will define peoples' experience of your service.
You must understand both of kinds of needs to design and deliver a service that people want to use, and topass a Digital by Default Service Assessment.
Contextual research to understand how people are currently meeting this need, what is working well and what is not working wellwill help you to discover and understand both of these kinds of needs. Doing this research in the real context of use (eg home, workplace, government office) increases your ability to truly understand users' needs.
As well as writing and sharing individual user needs, you should consideruser journey mappingandpersonas to place those needs withinthe user'sbroader experience of your service.
During the research you can start to group the observations into themes.
These themes might be common topics that are coming up or they might be observations and actions that map to specific interface elements - printing out the interface to help group the observations can be very useful.
After the research, expect to allow at least an hour of analysis for every two hours of research conducted
Affinity sorting is a group activity - encourage people who observed the research to participate in the analysis. This way you can ensure that the research findings are widely accepted and understood by the team.
After the research, use affinity sorting to do your research analysis. You do this by making groups of the post it note observations into groups with similar themes and then labeling that group with a title. You will usually have to do this a few times until you end up with a label that represents the insight you’ve gained from the research.
Once you have got the insights you can then (use orange post its) to make actions, additional questions and design hypothesis in response to each insight. (although some insights will not require an orange post it)
Get the entire team to prioritise the actions/hypotheses from the research as a joint activity so that the most important things are done first.
Generally, issues that affect many participants are a higher priority than those that affect just one or two.
Generally, issues that would cause a participant to fail to complete their task are a higher priority than preference expressed by participants that would impact completion.
There will usually be two different kinds of insights that you will gain from your research, firstly the more propositional/strategic insights and secondly usability/tactical insights.
It is important that both are captured and analysed.
Propositional/strategic insights are very important to creating personas, mental models, concept maps etc. and feeding back to policy people and service managers.
Usability insights are vital to improving the interaction design of the service.