User Research for Highways England Website

Tender description

Why the Work is Being Done We are building a new website to be the new face of Highways England online. Before we can proceed we need to establish the user needs and business requirements for our website and identify opportunities which will support our digital roadmap going forward. Problem to Be Solved We need to establish and understand user needs for both current and potential users of our digital services and understand the assisted digital requirements of users to help us establish and refine the requirements for our new website. Who Are the Users Our users need to understand the role of Highways England, the impact and benefits our work has on them, their journeys and their communities. As well as be able to provide their views or work with us. Suppliers need to know about opportunities for working with us. Potential employees need to understand what vacancies there are. From our point of view, we need to understand our customers’ needs and provide information that builds our corporate reputation. As a public body, we also need to understand what our regulators require of us to ensure we meet our statutory obligations. Early Market Engagement We have an existing website in place as well as content on GOV.UK. As a result we have a lot of existing feedback and the results of a previous web estate review which took place in 2016 to establish levels of customer satisfaction with our current services. Work Already Done Existing Team They will work primarily with the existing digital team in Highways England. This would involve the Digital Services team in Leeds and Birmingham. Current Phase Discovery Work Location As we want the provider to work primarily with our users the majority of this work can take place off site. However, it may require some time to be spent at our offices for briefings, reporting and feedback and for interviews with stakeholders Working Arrangments We want the provider to communicate with our users and potential users so they can do this in whatever way they feel is most appropriate and we would not require them to be on site for any specific amount of time. We would expect them to visit our teams in Leeds and Birmingham as required for meetings and workshops as well as be available for regular tele-conferences. They may need to visit our offices more in the initial phase of work as we plan and agree the scope of the project. Expenses should be covered within budget for the project Security Clearance N/A Additional T&Cs Additional Information Major tasks and deliverables Acceptance Criteria • Collation and publishing results as raw data, to enable us to review each user’s experience if necessary • Report detailing all aspects of research undertaken highlighting the user and business needs • Adherence to meeting the digital service standard’s “How to do user research in discovery” Skills & Experience Have 3+ years’ experience conducting user experience research Have 3+ years’ experience establishing and validating user needs for digital services Have In-depth understanding of user-centered research, design principles, methods and tools Experience of identifying users of digital services in the public domain and securing their participation in user research Experience of effective engagement with current and potential users, including assisted digital users. Have excellent analytical, problem solving, written and verbal communication skills Proven experience of organizing, managing, executing and analysing usability test sessions Knowledge and experience of delivering digital services to the GDS service standard and design principles Nice to Haves Experience working with local or national government Experience of taking a service through the GDS service assessment process Experience of working in/with public sector teams, particularly those with no/limited experience of Agile, Discovery and iterative development Have demonstrable experience of working in a culture of continuous delivery and improvement Experience of leading Discovery and Alpha phases within the public sector Experience of delivering the expected outcomes for the Discovery and Alpha phases No. of Suppliers to Evaluate 5 Proposal Criteria Approach and Methodology Estimated timeframes for the work How the approach or solution meets our goals Value for money Work with us as part of a team Work well in a collaborative agile team and be confident at communicating and demonstrating developments and ideas Demonstrate courage and challenge the status quo (e.g. can express controversial views, confront reality, make tough decisions,) Demonstrate responsibility (e.g. act like a leader, provide solutions to problems, seek the best for the organisation beyond your team) Cultural Fit Criteria Be respectful of different opinions and constructive in feedback Can work with users with low technical expertise Share knowledge and experience Have proven experience of stakeholder management and strong negotiation skills Payment Approach Capped time and materials Assessment Method Written proposal Work history Reference Evaluation Weighting Technical competence 65% Cultural fit 10% Price 25% Questions from Suppliers Budget range