Beta phase user research at the Home Office
The beta phase is about building and refining the best option discovered in the alpha phase.
Your team will continue to learn and iterate by operating a service for real users. It will design and build the service based on things learnt in the alpha phase.
You’ll still use prototypes and do user research to understand the needs for each part, for example for user authentication or a GOV.UK start page. You’ll then usability test the actual part of the service.
Do usability testing with real users in every sprint.
Review what research assets the team has
Build on the work done in discovery and alpha, by:
- reviewing existing research assets in the user research repository
- studying lists of user needs, user groups, transcripts, case studies and other outputs
Good things to make at this stage are:
- a complete research plan with research space booked, home visits organised and work underway to recruit participants
- a plan that includes people with access needs and low digital skill or confidence
- discussion guides and test plans
Involve your team in user research
As in the alpha phase, everyone in the team should observe 2 hours of user research every 6 weeks.
You should also:
- find out what questions your team has
- involve your team in analysis and debriefs
- use note taking templates for faster analysis and train your team in note taking
- use show and tells and user research playback sessions to feedback findings
Good things to make are:
- photos of affinity diagrams and summaries of findings generated by the team
- note taking templates
- show and tell slides that are accessible and follow Home office style
Do qualitative usability testing
This stage is about evaluative testing, which means you are testing your solution to see if it meets user needs.
Work with the design team and use prototypes to test the interaction and journey flow with users.
Test the service end to end as it comes together and look for ways to improve. Do different kinds or research and testing such as remote, guerrilla, in a lab and home visits.
Good things to make are:
- anonymised clips of important moments
- anonymised photos of users in context
- a summary of research undertaken and techniques used, along with high level findings
Videos and transcripts are the most accessible ways to record interviews, and photos and diagrams are good for people who find text difficult. You can use Sketch, ScreenFlow or similar software to anonymise images. Find out more in the MRS Code of Conduct or from the User Research Ethics Lead. Email them at ethics@digital.homeoffice.gov.uk.
Inclusion and access needs
Test with real people early and over-sample users with access needs and low levels of digital skill and confidence.
You should also:
- use a digital inclusion plotter to record data on all your participants to chart where they are in terms of inclusion and access needs
- test and refine your assisted digital support models
- book an accessibility review and an audit - email access@digital.homeoffice.gov.uk
Depending on the access need, you may not be able to test using prototypes. Plan your research accordingly and test with the right groups at the right time. Ask the Access Needs team for advice on how to get this right. Email them at access@digital.homeoffice.gov.uk.
Good things to make are:
- screeners and recruitment briefs
- data for service assessments
- recommendations for appropriate support for those with low digital skill and confidence
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