NHS Test and Trace User Research Capability

Tender description

Summary of the work We require User Research capability to work at pace alongside our in-house teams and other suppliers, to deliver outcomes that meet user needs and government service standards. The contract will support capability gaps across the Customer Experience division, User Experience and Design capability – until the end of FY 21/22. Specialist role User researcher Expected Contract Length 7 Months Latest start date Monday 2 August 2021 Who Speclialist Work With You will work with existing teams and people in NHS Test and Trace, Department of Health and Social Care, Public Health England and NHS Digital from a range of Digital, Data and Technology professions as well as colleagues from policy, finance, commercial and legal. You will work most closely with our user research professions and our user-centred design specialisms, as well as product management, delivery management, and those in service operations. The successful supplier will be expected to collaborate or work with other suppliers who are providing capabilities as part of a team. What Specialists Work On We are looking for User Research capability, to work at pace alongside our in-house teams and other suppliers, to deliver outcomes that meet user needs and government service standards. The contract will support capability gaps across the Customer Experience division – specifically those capabilities within the scope of the User Experience and Design capability in DOS (https://www.gov.uk/guidance/digital-outcomes-and-specialists-digital-outcomes-capabilities#user-experience-and-design ) – until the end of FY 21/22. Skills & Experience • Evidence of running inclusive research practices (including users with access/low digital skills/language barriers/severe deprivation/ethnic minorities) and helping teams design and deliver accessible services that work for all users • Demonstrable experience of using a variety of qualitative (focus groups, ethnography, in-depth interviews), quantitative and mixed-methods research approaches, remotely and in-person, evidence of guiding teams to applying them appropriately. • Provide evidence of conducting user research both digital / non-digital at all stages of the lifecycle from inception to live • Provide demonstrable evidence of working within a fast paced, agile, multi-disciplinary environment where multiple stakeholders and delivery teams are involved within the research. • Provide evidence of analysing user research findings and effectively communicating actionable insights. • Provide evidence of upskilling and mentoring internal user research capability. • Experience of recruiting and conducting research with those that can't speak English. • Experience of conducting research with users who use specialist access tools Nice to Haves • Provide evidence of being able to recruit from and conduct research with those disproportionally affected in specific areas with high rates of Covid-19 (where possible face-to-face research). • Experience of recruiting and conducting research with participants that have the following multiple characteristics: Bottom 30% IMD, in high risk occupations, and from Bangladeshi, Pakistani, Indian and Black backgrounds. • Experience of helping and training teams adopt and master a wide range of user research methods and analysis and synthesis techniques. • Experience of training other researchers on how to conduct research with access needs. • Experience of recruiting and conducting research with cognitively diverse users. • Experience of helping inexperienced delivery teams adopt user-centred practices and embed them into their agile workflow. Work Location For the duration of restrictions on movement due to COVID-19, all teams are expected to work and collaborate remotely. Working Arrangments A Statement of Work will be completed, which will identify expected working arrangements, and outline the outcomes and deliverables expected for each engagement. Expenses will not form part of the cost unless the Statement of Work specifies non-remote working (e.g. for user research activity). We anticipate a maximum of 5-6 concurrent engagements at any one time. Security Clearance NHS Test and Trace requires all supplier staff to have baseline personnel security standard clearance (BPSS). There may be a requirement for some of the work to require security clearance checks, where this is needed it will be detailed in the Statement of Work. Additional T&Cs Expenses must be pre-agreed and comply with NHS Test and Trace Travel and Subsistence Policy. For each Statement of Work issued under this contract, the supplier is obligated to undertake the relevant security and criminal checks as determined by NHS Test and Trace, with the Buyer having sole discretion over the acceptance of Supplier Staff who will be performing the activities in the Statement of Work. Suppliers must comply with the General Data Protection Regulation (GDPR) May 2018; the Data Protection Act (DPA) 2018, the Law Enforcement Directive and any subsequent amendments/changes to date. No. of Specialists to Evaluate 5 Cultural Fit Criteria • Evidence of dissecting and delivering complex and technical (or clinical) information and making language simple and accessible for non-technical audiences. • Evidence of supporting a strong User Experience, Research and Design based culture of service and continuous improvement. • Experience of working with multi-vendor teams and understanding of how to be part of a multidisciplinary, agile service team. • Experience of collaboration with multiple organisational stakeholders with the aim to achieve a single objective. • Experience of transferring knowledge to permanent staff within a client organisation. • Evidence of integrating into a partner organisation's existing ways of working ensuring a healthy working culture. Assessment Method • Reference • Presentation Evaluation Weighting Technical competence 60% Cultural fit 20% Price 20% Questions from Suppliers No questions have been answered yet.