User testing of content changes to the register to vote service

Tender description

Summary of the work The Cabinet Office Register to Vote service is looking to procure a team capable of conducting some user testing with approximately 30-40 people from a varied demographic group to test some changes. We require BAME, 16-24, > 65 an 30-50 age groups. Testing two separate user journeys. Expected Contract Length 2-3 months Latest start date Friday 1 December 2017 Why the Work is Being Done There are a number of changes to the user journey we propose making and we would like to user test these before pushing them to live. These are mainly minor content changes. The register to vote service is a government exemplar service so it is essential we get it right in terms of making changes/improvements. This needs to be done by the end of January 2018 where possible. Problem to Be Solved We have found that some users in certain circumstances do not find the service as easy to use as others. Who Are the Users As a citizen I need to be able to apply to register to vote So that I can then vote in the next poll In doing so I need to be able to navigate the service regardless of my circumstances. Existing Team The team will be working directly with the Cabinet Office team that manages the register to vote service. Any changes that come about as a result of user testing results will be actioned by the Cabinet Office and their maintenance supplier. Current Phase Live Skills & Experience • Be able to conduct user testing competently with a variety of users • Conduct analysis and pull together a report with the findings • Experience of working with the public sector, conducting user testing • The ability to understand and relate to the needs of the people who are conducting the user testing Work Location The location of the work is not particularly important the demographic group captured is very important though. On this basis a large city is most sensible, London, Manchester, Birmingham etc. Working Arrangments The work can be done remote to my team but there should be regular communications and a final report and presentation should be done at Cabinet office offices at the end of the work. No. of Suppliers to Evaluate 4 Proposal Criteria • Value for money • Timeliness • Communication in a timely manner • Approach and methodology Cultural Fit Criteria • can work with suppliers with low technical expertise • take responsibility for their work • Be transparent and collaborative when making decisions • Be comfortable with agile methodologies Payment Approach Fixed price Evaluation Weighting Technical competence 25% Cultural fit 10% Price 65% Questions from Suppliers 1. What is the budget for this project? It is government procurement policy not to reveal the budget to potential providers, however, if you would like more clarification as to the requirements please do ask.Thanks. 2. Do you have a lab available to use in the different location? (london, Manchester, Birmingham) No we don't unfortunately. If you recruit participants we are flexible as to where this takes place, eg public places or a set location. It is preferable if you are able to provide the lab though. The cities listed are examples, if a different location suits then that is fine, however London is preferable. Thanks. 3. Do you have a recruitment agency that will supply the participants? No, it is expected suppliers bid based on recruiting participants, conducting the user testing and providing a report of the testing at the end. 4. You have outlined the high levels demographics you require. Can you provide any more detailed information about the users you wish to be included in this testing? Can you confirm your budget for this testing? Do you require the supplier to prepare, run and moderate the tests and report on findings and if so what sort of report do you require? In answer to your 3rd question the answer is yes - the report should give a narrative of what issues users encountered and what went well, in relation to both journeys and what didn't go so well.The register to vote service covers the widest base of users possible e.g. the whole of the UK so the widest demographic possible is advantageous, within reason. I cannot confirm the budget. 5. This is the same outcome as the user participants project recently withdrawn - is it now an outcome as you need contractors/supplier also? What has changed? Yes it is an outcome, user testing is required so we require a team to conduct the work and recruit participants as well. 6. You mention testing with 30-40 people - how long do you envisage each session with each participant will be and how many rounds of testing do you expect over the course of the contract? Will the two user journeys be tested with all participants? What is driving the start date of 1st December and is there any flexibility with this? Do you require testing in more than one location? If you are able to conduct a session with more than one user at a time that is much more preferential and easier to manage time wise and financially. Only one round of testing is required at this moment in time, with all users going through two user journeys and comparing their experiences of the two. There is some flexibility on the start date eg January 2018.Testing in more than one location is not a prerequisite, a varied demographic base is. 7. As this is qualitative research why do you require as many as 30-40 people to be tested when all will be undertaking the same tasks? Would you consider a smaller representative sample rather than focusing on numbers? I would be open to a smaller cohort yes, happy to be advised on what you think is best but I don't think smaller than 15 would be appropriate. 8. Please can you clarify testers required. In the summary of work you say “We require BAME, 16-24, > 65 an 30-50 age groups”. In the answers you say “… the widest demographic possible is advantageous, within reason.”. so does that mean you want a broadly representative tester sample within which there is BAME, or do you want exclusively BAME? People who believe they are eligible to vote in national, local and/or european elections in the UKMostly UK citizens, but also EU and Commonwealth citizens Aged over 18Even split of male and femaleSpread of Internet use and experienceSpread of socio-economic groupsSpread of electoral registration and voting attitudes and experienceNobody to be involved in designing or building websites for a livingSome people that live alone.... including BAME and a variety of age groups. 9. In Problem to be solved you say "We have found that some users in certain circumstances do not find the service as easy to use as others.". Please can you tell us what these circumstances are? People with low levels of computer literacy are sometimes not sure what happens when they have submitted their application, some get confused with the question on living with other adults.