Partners in research

Photo of GDS' user testing lab

Dominic Hey (Ministry of Justice) and David Ware (Government Digital Service) spotted an opportunity to pool resources and partner up on user research. They recently held the first joint usability session, with members of both teams observing.

Supporting services with web chat

Photo of 2 contact centre advisers with headsets on, sat at desktop computers

We ran a short discovery looking at how government uses web chat to help support users. We wanted to know if there are common web chat needs across government and what opportunities there might be to meet these needs in a more consistent way. Chris Heathcote explains.