Card-sorting research for the Information Architecture of the OfS website

Tender description

Why the Work is Being Done The work aims to make the OfS website’s information architecture work better for generalist audiences (students, parents, journalists, the public). Previous user research recommended that the OfS carry out an open card-sort. So we expect the supplier to carry out qualitative, face-to-face user research with representatives from the Office for Students’ user personas. As part of any card-sorting exercise, we would also like to informally test a model for an alternative information architecture, which the OfS will supply. Note this work is for face-to-face testing only. The OfS will carry out some online card-sorting with larger numbers of participants separately. Problem to Be Solved At present the OfS website’s information architecture works well for its main audience: universities and colleges. But previous user research shows that it works less well for audiences who are not so familiar with the organisation (students, journalists). The research therefore aims to create an information architecture that will work for all audiences, without compromising what already works well. Who Are the Users As a senior manager at a university or college I need to know about the 'big picture' changes in HE regulation so I can take strategic decisions. As a practitioner at a university or college I need to understand the OfS' guidance so that my provider complies with the regulation. As a student/parent/member of the public I need to understand the role of the OfS and how they can help me. As a news seeker I need a transparent record of latest information in terms that I can understand so I can use it for my work. Early Market Engagement In April 2018, the OfS launched its website, after a period of user-centred design. In November the OfS carried out user testing on the website. This found that the site works well for its main audiences (universities and colleges), but that the site structure works less well for generalist audiences. In particular, generalist audiences appear to have a different mental model when they come to the site. Providers are typically carrying out known-item searches, and can get to their goal quickly using the existing functionality. Whereas generalist audiences may not know what they are looking for, so think more in terms of topics. System Usability Scale scores reflect this difference. For universities the site scores 83. But for generalists it drops to 60. We therefore believe that we need to amend the information architecture so that it works better for both mental models. But this means the work should only look to refine, rather than overhaul, the information architecture because we don’t want to compromise something that already works for a critical audience group. Work Already Done Existing Team The supplier will work with the Digital Publishing Team at the OfS, mainly the Digital Publishing Manager Current Phase Live Work Location The Office for Students is based in Bristol (BS34 8SR), but also has an office in London (which could be used for a workshop). However we are happy for any research sessions to take place at agency laboratories in London. Working Arrangments The user researcher can work independently of the OfS (they don’t need to co-locate). But the Digital Publishing Team would like to observe any workshops or card-sorting exercise, wherever it takes place. Security Clearance Additional T&Cs Skills & Experience Have experience of user-centred design for large organisations or digital services, particularly card-sorting research techniques Be able to support recruitment of suitable participants and provide the facilities to carry out the required research Nice to Haves Experience working with the higher education sector, university and student audiences No. of Suppliers to Evaluate 10 Proposal Criteria Approach and methodology Understanding of the problem and a clear approach to a solution Estimated timeframes for the work How they've identified risks and dependencies and offered approaches to manage them Value for money Cultural Fit Criteria Be transparent and collaborative when making decisions Provide viewing arrangements so the client can witness all research Payment Approach Fixed price Assessment Method Written proposal Evaluation Weighting Technical competence 60% Cultural fit 10% Price 30% Questions from Suppliers Budget range £15k - £20k inclusive of vat