Natural Resources Wales - Website UX Improvements and Re-design

Tender description

Why the Work is Being Done Natural Resources Wales (NRW) is currently undergoing an organisational transformation that will lead to an increased use of its website. The existing NRW website has a number of UX and usability issues that need to be addressed and is in need of a visual design refresh. By completing these improvements now, the site will be in a better position to support the organisation's transformation and future online aspirations. Ideally, we would like the work to be completed for a site re-launch in early January 2017. Problem to Be Solved The UX/usability issues that need to be addressed are broadly as follows: 1. Customers struggle to locate the site's main menu and search facility on the site's homepage. 2. Customers struggle to read content easily due to the layout of content pages. 3. Some customers find the site's navigation confusing to use. 4. The website's search facility does not generate good search results against search terms used. 5. The site's design is reducing the organisation's ability to promote its recreational facilities with pictures and other media. 6. We need to ensure our flooding content/data is easy to find and use. Who Are the Users 1. As a resident, I want clear information and pictures of woodland walks and biking trails, so I can plan leisure time with my family. 2. As a scrap-yard owner, I need to find out what permits I need and how to apply for them, so that I know I'm working within the law. 3. As a farmer, I need to find out how to register my waste exemptions, so that I run my farm legally. 4. As a homeowner, I want to find out how to prepare against floods, so that I know how best to reduce flood damage. Early Market Engagement Work Already Done We have produced high-level business requirements from internal business stakeholders that were used to determine the scope of the project. We are currently producing more detailed requirements for the 'non-design/UX lead' development elements that have been identified. In addition, a number of customer personas have been developed as part of the organisation's separate 'Delivering Customer Focus' programme that may help shape this work. Existing Team The supplier will be working with: a Web Project Manager who is leading the project, allocated Business Analysts, and a technical Web Developer being recruited for the project. They will also work with the organisation's Digital Manager, who is responsible for the day-to-day management of the website, and liaise with some members of the Corporate Communications team and other key business stakeholders. The supplier will liaise with organisation's internal ICT team as needed. Current Phase Live Work Location The work will be lead out of NRW's Cardiff office (Ty Cambria House). We anticipate that any user research will need to be conducted with users based in Wales. However due to the nature of the work, we anticipate that much of the work can be produced from the supplier's place of work. Working Arrangments We would like the initial project initiation and client engagement meetings to be face-to-face sessions held at our Ty Cambria House office in Cardiff. We then propose weekly update meetings as the project progresses via Skype or other teleconferencing style method. Any additional face-to-face meetings needed will be planned in as required. We envisage that most of the suppliers work can be completed from their own premises. Security Clearance Additional T&Cs Skills & Experience have strong web UX design skills. (Weighting 15%) have experience of designing public sector websites for a diverse range of users. (Weighting 10%) demonstrate a strong user-centred design approach. (Weighting 10%) have strong user research and site analysis skills. (Weighting 10%) have experience delivering 'mobile first', responsive web designs. ( Weighting 10%) have Umbraco content management system knowledge and skills. (Weighting 5%) have exceptional practical knowledge of W3C accessibility standards. (Weighting 10%) have experience of working with in-house developers and/or other suppliers. (Weighting 5%) Nice to Haves provide technical web development for Umbraco .NET content management system. PLEASE NOTE: this may not form part of the final contract. (Weighting 3%) demonstrate strong SEO skills and experience. (Weighting 3%) produce well-written web content, if needed. (Weighting 1%) conduct user testing sessions and usability evaluation sessions. (Weighting 2%) develop and/or work with customer personas. (Weighting 1%) No. of Suppliers to Evaluate 3 Proposal Criteria How the approach and methodology will deliver our desired improvements. (Weighting 4%) Project management approach - especially how they will identify and manage risk and dependencies. (Weighting 3%) Estimated timeframes for the work. (Weighting 2%) Team structure and supplier capacity. (Weighting 3%) Value for money. (Weighting 3%). Cultural Fit Criteria Works well as a team with client organisations and other suppliers. Is open and transparent in explaining actions and decisions. Manages the expectations of customers, partners and stakeholders and is clear about what can be achieved and when. Have a no-blame culture and encourage people to learn from their mistakes. Works in an environmentally-friendly and sustainable way. Payment Approach Fixed price Assessment Method Written proposal Work history Reference Evaluation Weighting Technical competence 50% Cultural fit 10% Price 40% Questions from Suppliers Budget range