User research - transaction journey review for the blood donation digital service copy

Tender description

Who Speclialist Work With You'll be working with the Donor Digital Services team Product Owners for web, apps and portal. What Specialists Work On 1. Ensure an understanding of the blood donor digital service offering. 2. Review previous user research, user feedback, and the relevant analytical data. 3. Plan user research with a view to improving our key digital user journeys: -> donor registration (new donors), and portal sign up (existing donors) -> appointment booking, rescheduling appointments and cancelling appointments. -> those who visit the health/travel section to check eligibility. 4. Undertake user research (circa 40 participants). 5. Provide a solutions workshop 6. Provide recommendations (presentation and report). Where the Work Takes Place Bristol, Birmingham, London, plus potentially some other locations in England. Early Market Engagement Working Arrangements We want the User Researcher to provide desk-based analysis for the initial tasks. We want the User Researcher to undertake a user research programme (this might include lab, guerilla, remote research etc). We want the User Researcher to facilitate a solutions workshop so we can understand their findings and what this could mean for our user journeys. We want the User Researcher to provide a presentation and final report outlining their recommendations for improving the user journeys. Work Location Bristol, Birmingham, London, plus potentially some other locations in England. Security Clearance Additional T&Cs Skills & Experience 1. Demonstrate extensive experience of user journey mapping and prototype development to test hypotheses. 2. Demonstrate extensive experience of planning, and conducting user research programmes using a variety of methods including lab-based testing and contextual and guerrilla research, in-depth requirements gathering interviews etc. 3. Demonstrate the ability to analyse and develop actionable recommendations from user research, providing recommendations for digital service improvements based upon the results. 4. Demonstrate the ability to work autonomously and in collaboration as a part of an already established team. 5. Communicate succinctly, clearly and accurately in plain simple language, both verbally and in writing. 6. Be an effective team member who is able to relate to colleagues at all levels across our large multi-site organisation with tact and diplomacy. 7. Recognise your own job role boundaries / limits of practice and know when to ask for guidance. 8. Follow written and verbal instructions and ensure the services you provide are in line with standard processes and good practice, showing attention to detail. 9. Prioritise own workload and take responsibility for delivering results within agreed timescales and standards with changing priorities and pressures. 10. Extensive experience of working within an Agile framework. Nice to Haves 1. Demonstrate experience of working with a public healthcare service, ideally one of the UK blood services. 2. Experience in a regulated (Good Manufacturing Practice, NHSBT or equivalent) environment. 3. Ability to facilitate co-design workshops. 4. Experience of working in lean UX methods No. of Specialists to Evaluate 3 Cultural Fit Criteria 1) Be caring, expert, and focused on delivery of quality outcomes 2) Work as a team with our multi-disciplined staff, and other suppliers where needed 3) Be comfortable in collaborating effectively with a range of stakeholders 4) Pro-active in sourcing solutions 5) A strong focus on improving services for the user 6) Act as a role model and promote behaviours in keeping with the Mission & Values of the organisation. 7) Passionate about voluntary blood donation 8) Passionate about making a difference and contributing to improving and saving lives Assessment Method Evaluation Weighting Technical competence 40% Cultural fit 20% Price 40% Questions from Suppliers Budget range