What do people need to do?
Understand the task and the situation people are in before choosing a solution.
Public-service teamsServices people
Services people
can actually complete.
Independent research, usability testing and accessibility evaluation for public services. We start with the task people need to finish and what your team needs to know.
For an initial supplier discussion
Capability, methods, deliverables and access requirements on one printable page. Contracting details and tender-specific evidence are confirmed in the proposal.
Open the capability summary ↗Research around the serviceUnderstand the task.
Understand the task.
Examine the barriers.
Can people use the service?
Watch the people the service is for work through the tasks that matter.
What’s broken, and where?
Expert and accessibility evaluation of agreed pages and tasks.
What should the team fix first?
A ranked fix list with the reasons behind it, and a findings session where it’s in scope.
Council and business-support programmesResearch for a group
Research for a group
of local businesses.
Commission a defined programme that gives each business practical findings and gives you a clear view of the problems they share.
For example, six local businesses
Start with an intake for each business and agree one priority task: an enquiry, a booking or a purchase. I review that task and run a review or training session around the problems found.
Each business gets a short action sheet with priorities and next steps. You get an aggregate report covering common problems, recommendations and the work completed across the group.
A scope you can commission
You decide the budget, purchasing route and which businesses take part. We agree the methods, outputs, reporting and delivery responsibilities before the work starts. The price comes from that agreed scope.
Each business chooses who implements its changes.
A useful commissioning briefBring the problem.
Bring the problem.
We’ll agree the method.
The service, intended audience and task
The decision, deadline and procurement reference
Tasks, access requirements and existing research
Recruitment, inclusion and specialist coverage
Outputs, review points and supplier conditions
Agreed up frontAgree the conditions
Agree the conditions
before the work starts.
Participant access, specialist skills, assistive-technology coverage and how recordings and notes are handled are confirmed for each project.
Send your procurement requirements and evaluation criteria. I’ll confirm the scope and whether it’s a good fit before any proposal.
Read how I work ↗When the applicant is not the person filling in the form.
This research looked at eligibility guidance, document requirements and the people who help someone else apply.
Read the full case study ↗