Netcel

Experience Design, User Experience (UX), User Research, User Testing

We craft accessible, inclusive, performant user experiences that seek to help users complete their tasks, and for organisations to derive measurable value from those interactions. This is done through engaging with people to learn about their needs and challenges.

Features

• Usability Research to understand how people interact and perceive products
• Experience Design, journey mapping human digital interactions
• Inclusive Design, designing accessible experiences for all users
• User Validation, qualitative testing with users to validate experience interactions
• Brand Digitisation, defining or extending brand language
• Visual Design, to bring brand experiences to life
• Design System, design of a central design language
• Content design, creating coherent experience to drive behavioural outcomes

Benefits

• Establish a research-led, continuous discovery approach to design
• Evolve concepts using a Rapid, Iterative and Evaluative Testing framework
• Develop a clear brief and success criteria to critique solutions
• Deliver usable, pragmatic and elegant user interface design solutions
• Prioritise and develop genuinely valuable concepts and features
• Create PoC and prototypes to test new innovations
• Optimise existing digital services through detailed evaluation and iteration
• Up-skill teams in experience design thinking

£600 to £1,995 a unit a day

• Education pricing available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at tom.denbigh@netcel.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

111232289698413

Contact

Tom Denbigh
02037430149
tom.denbigh@netcel.com

Planning

• Planning service: Yes
• How the planning service works: We structure our upfront and continuous planning (discovery) process across three fundamental stages: Define, Ideate and Deliver – combining the key dimensions of Experience, Technology and Data, and lasting Digital Capability. We firmly believe plans and roadmap evolve as we learn through continuous discovery – about the market, the opportunities and how users’ needs are different in the context of needs and motivations. Our Service Designers, UX Researchers, UI Designers, Business Analysts, Solution Architects and Client Leads partner with you to use insights to align your objectives, potential initiatives and measurement within a prioritisation framework, so that we can establish a continuous improvement roadmap based on potential solutions.; ; At the planning stage we establish design operations with you so that we create products that are: 1) Brand compliant anywhere in the world, 2) Risk managed both technically and from UX perspective. 3) Fast and easy to drive adoption with your teams in your emerging markets; ; We use Figma and Zeplin to design our libraries and translate them into code for our front end developers.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Episerver Digital Experience Platform (DXP/CMS)
  • Optimizely Digital Experience Platform (DXP/CMS)

Training

• Training service provided: Yes
• How the training service works: Training happens throughout the programme with regular demos during delivery sprints to build knowledge within your team.; ; Options for training can include: Trainings Needs Analysis, Vendor training - using Optimizely education academy online resources, Train the trainer, Training Videos, Facilitation days and workshops.
• Training is tied to specific services: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Where you are already an Optimizely customer, we’ve built a tried and tested process, the outcome of which is the smooth transition of services, meaning we can operate under SLA from day one of service commencement. Importantly, we don't have to wait for the transition to be completed before we can start implementing changes. The service transition (migration) can cater for both existing on-premise and cloud-based setups. During the tried and tested process we: replicate the existing technical solution within our development and other applicable environments so that we can commence delivery operations from the point of agreed service handover. We identify both data, technical and Infrastructure risks. Benchmark frontend performance, accessibility, load test and website security. Assesses solution architecture and feature usage. Identifies integration points to assess stability. All part of wider client onboarding programme.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Optimizely Digital Experience Platform (DXP/CMS)
  • Episerver Digital Experience Platform (DXP/CMS)

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Our approach to Quality Assurance and Testing is firmly embedded within our delivery sprints. In order to ensure the most appropriate programme of test phases we develop a test strategy, including clear definitions for each of the test phases.; ; Tests will be designed against requirements and will be documented in the test management tool. As a part of this process, tests will be prioritised against critical areas of the solution, so that the most important tests can be run first, but also so that the metrics of tests run /passed / failed against critical areas can easily be measured and reported on.; ; Test strategies will include: unit testing, functional testing, system integration testing, performance testing, automated regression pack. For security testing, we always advise engaging an security compliance partner for an independent assessment.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design

Ongoing support

• Ongoing support service: Yes
• Types of service supported: Hosting or software provided by a third-party organisation
• How the support service works: Netcel provide ongoing technical support of your Optimizely solution to ensure it remains available and operational. Our standard service is provided on a fixed monthly fee, comprising:; ; Reactive support - Providing a peace of mind service to resolve a P1 or P2 bug or error that has occurred within the solution that previously worked.; ; Editor support - Support for editors via the support desk, to answer no-code editor-led tasks.; ; Service management - Day-to-day triaging and management of all incidents and tasks, ensuring effective responses and resolutions. Quarterly services reviews to review support trends and performance.; ; Regular Optimizely updates - Proactive minor updates ensuring the underlying Optimizely product is maintained, and the latest security updates, fixes and features are applied. ; ; The Support service is provided on a quarterly purchase and usage and the contact tools used include: Zendesk – A cloud-based ticketing system that offers access to all your ticketing information 24/7/365. Emails, Telephones & Screen shares – You can still log tickets and communicate with the team via more traditional methods. Staffed from 8am to 6pm, Monday to Friday, excluding all UK Public Holidays.

Service scope

• Service constraints: Our main support service currently operates between 8am and 6pm GMT, however we do offer an optional 24/7 Priority One on call support service. Customers can still log and update tickets 24/7 via an online portal.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We offer four priority support levels (P1, P2, P3 & P4). Priority One is assigned to system down or significant-loss-of-business events, with a response time of up to 1 hour and 4-hour fix time. Priority Two issues carry a response time of up to 4 hours and a fix target of 2 business days. Under the standard support agreement, Netcel’s support desk is manned 8am-6pm UK time, Monday-Friday, excluding public holidays.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Support levels: We have 5 different support levels which are carried out on a time and materials basis.; ; Typical response times for all defect levels are as follows:; Priority One - Response is up to 1 hour (catastrophic & functional critical);; Priority Two - Response is up to 4 hours (functional critical);; Priority Three - Response is up to 2 working days (functional non-critical);; Priority Four- Response is up to 2 working days (minor);; Maintenance - Response is up to 2 working days;; ; Priority One or Two levels are dealt with as a matter of urgency based on the SLA response and fix times. Typically, these are deployed as hot fixes due to the nature of the issues, hence the name priority support.; ; Priority Three and Four support requests can also be deployed as hotfixes. However, where there isn’t an immediate need to resolve the issue, greater efficiencies can be leveraged by combining tickets into regular deployment windows (typically monthly). This is a managed process with the involvement of a BA / PM to identify and review the requirements for the next release.; ; A member of the support triage team is responsible for resolution of each support ticket.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Approachable Certification Ltd
• ISO/IEC 27001 accreditation date: 02/10/23
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Fighting climate change; ; • Netcel seeks to minimise the environmental impact of its activities.; • We are committed to preventing pollution, minimising waste from our workplace and adopting good environmental management practices. We seek to improve the efficiency of our use of resources by conducting activities and operations in line with current environmental legislation and best environmental practices.; • Netcel have committed to measuring, managing and reporting its GHG Emissions and are preparing a plan of action to reduce our GHG Emissions (Carbon Footprint Plan) to be approved by our board of directors. This plan will be annually reviewed and renewed, with progress reported against the latest version of the Carbon Footprint Plan.

  Covid-19 recovery

  Covid-19 recovery; ; • Netcel are committed to continue to provide hybrid and remote working to all our team not just for wellbeing, but to support those who are potentially most at risk from COVID-19.; • As well as having a qualified mental health practitioner in the team, we are able to offer access to mental and physical health support services to our team through partnering with Healthshield.

  Tackling economic inequality

  Tackling economic inequality; ; • Netcel are committed to provide employment and training opportunities for new talent within the high growth digital industry. Our corporate training programme provides paid-for training programmes to enable our junior team members to build on their existing capabilities, develop new skills, and progress within the business.

  Equal opportunity

  Equal opportunity; ; • Netcel provides equal opportunities both to job applicants and existing employees, recognising that our reputation depends on the wellbeing, effectiveness and skill base of our employees. We are committed to the equal treatment of all employees and promote the prohibition of discrimination, in areas including fair treatment and employment opportunities for a diverse workforce. No account of any of the protected characteristics set out in the Equality Act 2010 shall be taken to a detrimental effect in any decision involving recruitment, promotion, provision of facilities etc.; • We provide paid-for training programmes to enable our staff to build on their existing capabilities, develop new skills and progress within the business.; • Netcel is committed to ensuring there is transparency in our own business and in our approach to tackling modern slavery throughout our supply chains, consistent with our disclosure obligations under the Modern Slavery Act 2015. We expect the same high standards from all of our contractors, suppliers and other business partners.

  Wellbeing

  Wellbeing; ; • Netcel are committed to the wellbeing of its team and offers flexible working arrangements to help employees achieve a good work/life balance alongside access to a qualified mental health first aider, wellbeing knowledge shares and events and the benefit of a company-wide health cashback plan.; • Our chosen corporate charity this year is Samaritans, and they will be assisting us to deliver further mental health initiatives for the team throughout the year.; • Netcel demonstrate collaboration with users and communities in the co-design and delivery of the contract to support strong integrated communities by:; • User-focused generative research to identify the user needs and challenges related to the contract.; • Evaluative research methods to determine how well our designs meet their needs.; • Ongoing observation and measurement, including end-user engagement, to gauge real world performance.; • Netcel influence staff, suppliers, customers and communities through the delivery of the contract to support strong, integrated communities; • Netcel engages focus groups and runs workshops with a range of audience groups to foster involvement and advocacy beyond the immediate project team by:; • A schedule of communications to keep people informed of progress throughout.; • Engagement with key stakeholders and interested groups at key milestones.; • Regular sense-checks to ensure alignment with strategic goals, and the wider landscape.

Pricing

• Price: £600 to £1,995 a unit a day
• Discount for educational organisations: Yes

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at tom.denbigh@netcel.com. Tell them what format you need. It will help if you say what assistive technology you use.