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User Research Gov Meet Up - Storing and sharing use research

Our approach to storing and sharing user research assets that are accessible, useful, and help multiple teams working on different parts of an end to end service.

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User Research Gov Meet Up - Storing and sharing use research

  1. 1. Digital, Data and Technology Storing and sharing user research Katy Arnold Head of User Research Home Office @katyarnie
  2. 2. Digital, Data and Technology I user research
  3. 3. Digital, Data and Technology But user researchers have a problem
  4. 4. Digital, Data and Technology We want to keep all our data forever
  5. 5. Digital, Data and Technology Why it is important
  6. 6. Digital, Data and Technology Which means our organisations don’t get maximum value from our work
  7. 7. Digital, Data and Technology So our impact is limited
  8. 8. Digital, Data and Technology
  9. 9. Digital, Data and Technology
  10. 10. Digital, Data and Technology These aren’t only our problems
  11. 11. Digital, Data and Technology@tsharon
  12. 12. Digital, Data and Technology
  13. 13. Digital, Data and Technology Repeating research Working in silos Devaluing our worth
  14. 14. Digital, Data and Technology But we don’t have the tools…
  15. 15. Digital, Data and Technology We started by developing a taxonomy
  16. 16. Digital, Data and Technology
  17. 17. Digital, Data and Technology Have you ever used tagging in Sharepoint?
  18. 18. Digital, Data and Technology What are we trying to achieve?
  19. 19. Digital, Data and Technology The research we do is valuable and we need to make it available to others
  20. 20. Digital, Data and Technology Designers, developers, product managers…
  21. 21. Digital, Data and Technology Decision makers in operations
  22. 22. Digital, Data and Technology What about those who make policy?
  23. 23. Digital, Data and Technology Store it consistently, so it makes sense to others
  24. 24. Digital, Data and Technology Shareable outputs which are anonymous, lightweight and accessible
  25. 25. Digital, Data and Technology User research folder Create 6 folders within your user research folder Research plans and briefs Materials and resources Working folder Outputs Raw data Admin
  26. 26. Digital, Data and Technology User research folder Create 6 folders within your user research folder Research plans and briefs Materials and resources Working folder Outputs Raw data Admin
  27. 27. Digital, Data and Technology Lists of user needs Interview transcripts and notes Video clips Experience maps / actual user journeys Research brief, research questions & debrief Case studies Summary slide decks of insights Photos of research at work
  28. 28. Digital, Data and Technology User research repository: A collection of shareable assets gathered through user research
  29. 29. Digital, Data and Technology Lists of user needs Transcripts Video clips Findings summaries
  30. 30. Digital, Data and Technology How to organise things
  31. 31. Digital, Data and Technology
  32. 32. Digital, Data and Technology Find out Choose & act Decide Issue or fulfill Use & comply Enforce Understand options, how to do something Decide, apply or request something Check identity, suitability and eligibility Notify of a decision and issue something Do the things I need to do, meet the rules Identify cases and decide intervention User People know if they need to do something and what the options are They know the right thing to do and what to do next They feel confident about what to do and how to do it User People actually do the right thing or have (correctly) ruled themselves out Service provider Organisation gets the right data it needs to make a decision User People are clear about what is happening and when Service provider Organisation is able to make a decision in line with evidence and policy User People understand what the decision means, what they can and can’t do. They get the decision in time Service provider Issue permission and/or token of entitlement. This entitlement can be checked by others where appropriate User People can do what they need to do and know how to meet the rules for this service Service provider Records of status and entitlement are accurate and up to date, entitlement can be checked by others Policy Understand the impact of policy decisions and the extent to which we’re achieving policy outcomes User People know if they are complying with rules or not and what is likely to happen if they are not Service provider Identify cases of rule or law breaking, determine appropriate action and take steps Policy Understand the impact of policy decisions and the extent to which we’re achieving policy outcomeshttps://hodigital.blog.gov.uk/2017/08/04/what-we-mean-by-service-outcomes-and-measurement/
  33. 33. Digital, Data and Technology A sophisticated way to think about service management
  34. 34. Digital, Data and Technology How can we help multiple teams working on different parts of a service?
  35. 35. Digital, Data and Technology What do we know about logging in? Have we done any research with asylum seekers? What wireframes do we have for workflow management? I’d like to see some case studies about passport applicants
  36. 36. Digital, Data and Technology Group projects by service & stage FIND OUT CHOOSE ACT DECIDE FULFILL COMPLY ENFORCE SERVICES Group projects by stages and themes
  37. 37. Digital, Data and Technology Audit of existing user research –Visit the UK
  38. 38. Digital, Data and Technology
  39. 39. Digital, Data and Technology
  40. 40. Digital, Data and Technology Thank you! Katy Arnold Head of User Research Home Office @katyarnie

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Our approach to storing and sharing user research assets that are accessible, useful, and help multiple teams working on different parts of an end to end service.

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