User-centred Design and Research Capability Partner

Tender description

Why the Work is Being Done HM Land Registry’s digital and data transformation programmes will deliver a new generation of user-centred end-to-end land and property registration and data services. Currently, applications to change our registers are based around paper or PDF forms, supported by manual checking processes which are highly effective but time-consuming and expensive to provide. Our transformation programmes will deliver user-centred digital-era services that will improve usability and collect validated data in order to make it simpler, cheaper and faster to view or change registered property information. We’ll use state-of-the-art fraud detection to protect the integrity of the register and transform our internal systems, replacing multiple paper-based systems with a single, digital solution with high levels of automation. Built on a suite of modern common components and a new technology platform, our services will be cost-effective to maintain and iterate, open APIs and data standards will encourage others to reuse government land and property data in their own software and services. Problem to Be Solved Our change programmes are ambitious and we need experts in service, interaction and content design, user research and digital libraries to support our delivery teams. We need to be able to react quickly to ensure we have the right people on the right teams to meet our programme goals and objectives. This will also help us improve our user-centred design capability by giving our internal people the opportunity to work alongside and learn from more experienced people in the same specialist digital roles. We need a partner who will play an active role in our thriving design and user research communities of practice, taking the opportunity to pass on skills and experience, eg through peer reviews. We need to improve our service design capability to show how everything fits together and: • bring delivery teams, stakeholders, operational and frontline colleagues together with a sense of shared purpose • identify common problems we need to solve, to help with prioritisation and planning and reduce duplicated work We also need to improve our capability to record, consolidate and share the insight we gain from user research so that everyone in the organisation can use it to improve their understanding of our users. Who Are the Users • As a conveyancer, change a property’s ownership and other registered details so that the title information is updated to reflect new ownership and interests after a sale or transfer • As a lender, confirm that a mortgage or other financial charge has been added or removed for a title as part of a sale or transfer • As a HMLR caseworker, check applications that can’t be processed automatically so that the proposed register change can be made or rejected • As citizens, businesses, government and not-for-profit organisations, find and view registered title, ownership and interests and title extents for land and property registered in England and Wales • As businesses, government and not-for-profit organisations, access and use land and property data so that it can be used for planning, research and/or commercial purposes Early Market Engagement Not applicable Work Already Done HMLR’s digital and data programmes are in year 3 of a 5 year funding approval. Work has initially focused on improving efficiency and reducing waste from the way we process applications to view, create or change registered information on land and property. We have completed significant user research with internal and external user groups and created detailed service maps and blueprints for end-to-end services. We have an emerging design system for internal and external services. Existing Team • Digital delivery teams within HMLR change portfolio • Design community of practice at HMLR • User research community of practice at HMLR Current Phase Not applicable Work Location Seaton Court, 2 William Prance Road, Plymouth, Devon, PL6 5WS, although travel across England for user research may be required. Regular travel between Plymouth and Peterborough is expected for work on digital libraries. Working Arrangments Minimum 3 days co-location per week strongly preferred, as most roles will be embedded within digital delivery teams. Security Clearance HM Land Registry requires all supplier staff to have baseline personnel security standard clearance (BPSS). Some work may require security clearance checks - this will be detailed in the statement of work. Additional T&Cs The standard terms and conditions of a DOS framework agreement call-off contract apply. Any claim for travel and subsistence will be made in accordance with HM Land Registry's travel and subsistence policy. T&S will not be paid for travel to the ‘home’ office (Plymouth) specified in the SOW. Skills & Experience Demonstrable experience of supporting agile digital software development in large scale programmes in public sector environments through coaching, pairing and mentoring Demonstrable experience of using service design to frame whole problems for users, for example by designing service blueprints, experience and user journey maps Demonstrable experience of facilitating design thinking through workshops with users, industry bodies, senior leaders and other stakeholders to support transformation Demonstrable experience of delivering user-centred interaction design, using code and Axure RP to prototype responsive and accessible services that meet government service standards Demonstrable experience of effective content design for services, creating content for digital and offline channels, from task-focused guidance down to microcopy in services Demonstrable experience of planning, carrying out and providing insight from user research, including usability testing, unmoderated user testing and accessibility/inclusive research Demonstrable experience of creating and populating digital libraries, including capturing, cataloguing and organising knowledge assets and helping users easily present, locate and search for information Demonstrable experience of supporting customers to build in-house capability, including transferring knowledge effectively Demonstrable experience of promoting a collaborative culture in your organisation, particularly when working in partnership with customers and as part of a multi-supplier team Nice to Haves Experience of assessing services against government service standards Experience of developing and establishing design patterns Experience in writing (and coaching others to write) clear, effective user stories and needs Carrying out effective user research through remote usability testing Developing and cataloguing MS Sharepoint-based resource libraries Following GDPR and data security best practice in user research No. of Suppliers to Evaluate 4 Proposal Criteria Delivery and accountability - Your approach to capturing clear deliverables and taking accountability for achieving these deliverables, including managing your people on site as part of a multi-vendor, multi-disciplinary environment. Quality - How you ensure commitment to the quality of the deliverables, outcomes and people and ability to rapidly identify/ remedy / replace if an issue occurs. Capability - Your approach to upskilling an organisation and building capability. Capacity - Your ability and approach to deploy multiple resources at customer locations specifically in the South West. Cultural Fit Criteria User-centricity - How you champion the value of user research, user-centred design, and evidence-based decision making, Working with others - How you have collaborated effectively with multiple organisational stakeholders and multiple vendor personnel in order to achieve successful outcomes for both the organisation and its users. Knowledge transfer - Your approach to transferring knowledge to permanent staff within the client organisation . Stakeholder management - How you work with senior stakeholders to influence transformation strategy for an organisation and its services. Payment Approach Capped time and materials Assessment Method Case study Work history Reference Presentation Evaluation Weighting Technical competence 45% Cultural fit 20% Price 35% Questions from Suppliers No questions have been answered yet Budget range budget approval is subject to cabinet office spending controls, service assessments and hm land registry governance. a pipeline of activity is foreseen over the next 24 months, with an indicative budget against the requirements for this capability being approx £3.2m, but that scope could expand or contract. each sow will be assigned a set cost to enable tracking. hm land registry does not commit to any minimum or maximum spend at this point.