UX research, testing and web design

Tender description

Why the Work is Being Done We aim to improve the usability of our website and to optimise content and user journey for our customers. We want a modern, fresh look and feel for our website and the best user experience for residents of London Borough of Lewisham. This work is part of a larger project of website refresh and CMS upgrade. This project also includes a content audit and review and rebuilding the website on a new technical platform. We are guided by design and content principles that put users first. Accessibility is essential. We need to have this work done by February 2018. Problem to Be Solved We're looking for an excellent UX agency to carry out research and testing covering our current website, online forms and service design patterns, and to identify the current UX issues, find the best solutions and test them. Solutions will then be integrated into a new visual design for www.lewisham.gov.uk and some of them can be developed into web elements. The UX research and testing work will need to identify issues with: • current website pages • content and information architecture elements • service design patterns • form elements • UI choices on mobile devices • graphics: images and icons. Who Are the Users Most of our customers are residents in the London Borough of Lewisham and: - are looking for service information on our website - transact with us - find information about Lewisham borough - engage with the us. A generic user scenario would be: As a Lewisham borough resident I need to find information, access my account and transact easily with Lewisham Council online on my device of choice so that I save time and money. Early Market Engagement Work Already Done • We have identified a number of service design patterns we would like reviewed and tested. • We have carried out a few A vs. B tests on website section landing pages. • We are carrying out a web content review focused on user needs. This work stream will also analyse website traffic. • We are not looking to drastically change the structure / information architecture of the website unless user research and data suggests this. • We can help – to a limited degree – with recruitment of test users via our enewsletter. Existing Team The consultant will work in partnership with our project team comprised of: • Project manager • Product owner – website • Content editor • Graphic designer • Web officer Current Phase Not applicable Work Location London Borough of Lewisham Civic Suite 1 Catford Road SE6 4 RU London Some of the work can be done remotely (web development + design) Working Arrangments At least 2 days per week in Lewisham borough / council offices for user testing and meetings. Security Clearance Additional T&Cs Skills & Experience Be a market leader in UX research and testing Have very good expertise in digital design and digital stategy Have excellent knowledge and experience in interaction design and prototyping Have excellent skills and experience in web design and development Nice to Haves Have experience of working for public sector (local government) No. of Suppliers to Evaluate 5 Proposal Criteria How the approach or solution meets user needs Technical solution Approach and methodology How the approach meets our principles and goals Value for money Estimated timeframes for work Approach and methodology Team structure, skills and experience Cultural Fit Criteria Work as a team with our organisation Share knowledge and experience Be transparent and collaborative Take responsibility for their work Challenge the status quo and existing assumption Consider both present and future requirements Payment Approach Fixed price Assessment Method Written proposal Case study Work history Presentation Evaluation Weighting Technical competence 30% Cultural fit 10% Price 60% Questions from Suppliers Budget range £50,000 - £60,000 (broken down: around £40-£50k for user testing and ux solutions development, £10k for graphic design)