Post Office Experience Design for Identity Services (IDS) Digital Identity programme

Tender description

Why the Work is Being Done The Identity Services (IDS) business unit have an ambition to lead the UK market for identity services. Today, physical ID checks create potential for human error in transactions & current ID systems are limiting secure and efficient service delivery. 19/20 is our product focused development year to create a service that transforms the way UK citizens prove who they are and how organisations verify that customers are who they say they are. Problem to Be Solved Users today face service exclusion from an inability to demonstrate their identity. With many steps and physical documentation often being required it’s a poor customer experience and one that customers suffer time after time with the process being executed on a singular basis, repeated for access to different products. In addition users are exposed to the risk of identity theft and privacy breach. For Clients the process of having to validate customers’ identity leads to high drop out rates, inefficient service delivery and the risk of fraud from stolen or incorrect customer information eliciting access to their services. Who Are the Users Digital identity is a market place product and therefore solves issues for both b2b clients and b2c users. As a user I need to prove who I am so that I can apply for / access a service As a client I need to verify who a customer is so that I know they are eligible to gain access to my services Early Market Engagement Work Already Done We have created the beta version of our product. This is the first iteration of the user experience with core functionality and limited use. We now have a test base from which to gain feedback (user and client) and iterate the service ahead of MVP public launch. Existing Team You will be working with a blended team from Post Office and our delivery partners. Post Office lead on proposition and design and our partners build and deliver our services. Current Phase Beta Work Location London. Travel to The Hague, The Netherlands may sometimes be required. Working Arrangments Project teams will work with the selected supplier to outline a clear set of weekly deliverables along with longer term goals and give continuous feedback. Progress on activities will be monitored through a daily stand-up and/or end of day review and workshops when required to ensure UX design is incorporated into the user stories/technical requirements. The supplier will also be expected to participate in the standard Agile practices of sprint planning, retrospectives, demos etc. You will also be expected to document feedback from stakeholders and document RAID items as they are raised and user stories relating to the UX requirements Security Clearance Additional T&Cs Skills & Experience Have demonstrable experience of providing UI and UX services in support of new digital propositions Have experience in using UI and UX design best practices to design solutions, and a deep understanding of mobile-first and responsive design Have experience working on designing apps for consumers (both iOS and Android) Have demonstratable experience of working within an Agile environment and cross-functional teams Be able to collaborate closely with UI Designers on Design Pattern Library and Style Guide definition Have the ability to iterate designs and solutions efficiently and intelligently Have the ability to design, set-up and facilitate internal user testing (labs, gorilla, focus groups) Be capable of rapid development of prototypes, informed by research and testing Have demonstratable experince creating modern and eye catching illustrations and fit for mobile annimations Be capable of creating customer-centric design Have previous experience working with an near/off-shore development team Nice to Haves Experience within Identity space Experience working on designing an internal/b2b website/portal Previous experience working with a retailer client Present engaging output to stakeholders at all levels and gain buy-in Commitment to decisive delivery Quickly learn and understand the project vision and detail along with end user needs Evidence on working on a technically complex product development and how you help inform prioritisation of UX in a fast-paced sprint enivornment No. of Suppliers to Evaluate 3 Proposal Criteria Proposed technical solution Proposed methodology and approach to the project How the approach meets the goals of the project How the approach meets user needs Ability to work to our timeframes Proposed team structure How the supplier has identified risks and dependencies and offered approaches to manage them Cultural Fit Criteria Have the ability to be frank and honest, while also being diplomatic Be able to work collaboratively with a range of internal and external stakeholders at all levels Promote an environment of openess and knowledge sharing between the project team Have the ability to be engage in complex technical issues and translate these to non-technical stakeholders Payment Approach Fixed price Assessment Method Written proposal Case study Presentation Evaluation Weighting Technical competence 50% Cultural fit 15% Price 35% Questions from Suppliers Budget range