Meera Nayyar is a Customer Strategy Lead for the Valuation Office Agency (VOA). In this guest post, she writes about how the VOA is using GOV.UK Notify to keep businesses informed about changes to their rates with email and SMS messages.
Chris Heathcote talks about the web chat alpha, its scope and goals.
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.
We are working hard on Government as a Platform to make sure user researchers are doing the right job. We've had some problems figuring out what that job is at times. So we've developed eight principles for how to be a user researcher on Government as a Platform.
We’re keen to spread the hosting and platform message, so we travelled to Swansea Tech Hub. This was an ideal opportunity for us to reach out to 60 people working in agencies across the south west including Met Office, Driver and Vehicle Standards Agency, Intellectual Property Office, Office of National Statistics, and Companies House.
When we began our alpha, we wanted to understand what a learning service could look like if it was designed around the needs of users - a more personalised, relevant and informal service.
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.
Katie Valentine shares some useful techniques for conducting user research with people working in service teams.
Paying for things online can be a tough task, especially for people who aren't very confident users of the internet. One of the aims of GOV.UK Pay is to make it easier to pay government. Stephen McCarthy explains how the team have been working to help build trust.
On GOV.UK Notify we’ve been encouraging stronger developer engagement in the user research process in an interesting way. Martyn Inglis explains the value of involving everyone in a product team in lab sessions.
Ian Maddison explains how user research has informed the approach and technical decisions in the GOV.UK Pay beta. He also gives an update on the public API, how they're making integration straightforward, and security.