risual Ltd

User Experience Design

This service forms part of risual’s Digital Transformation portfolio. It provides expert and innovative UX/UI design services covering GDPR/GSM/ISO and user experience and accessibility. A user-centric approach, it couples data, user research, best practice and insight to provide unique solutions with a competitive edge.

Features

• Engages at all levels to define and create a vision.
• Includes user and Stakeholder interviews and user story creation.
• Gathers business requirements, user needs, and competitor analysis.
• Provides qualitative and quantitative research, persona development and journey mapping.
• Delivers rapid prototyping and detailed design style tiling and wireframes.
• Provides a scalable and flexible User Interface design.
• Includes site map design and content auditing.
• Delivers user, functional and A/B testing, and success criteria reviews.
• Delivers thorough usability testing completed through one-to-one or larger sessions.

Benefits

• Delivered by specialist UX consultants and UX/UI content designers.
• Delivers better digital products through collaborative, user-centric design processes.
• Provides a cost-effective Iterative approach through rapid prototyping and testing.
• Ensures user Experience/Interface design meets WCAG/DDS compliance standards.
• Increases digital take-up and alignment with GDS design principles.
• Ensures service is GDPR optimised for user's security and privacy.
• Information security assured – ISO 27001 and Cyber Essentials Plus
• Allows knowledge transfer activities between researcher, designers and developers.
• Observes truly natural user behaviour and interaction.

£650.00 to £1,550.00 a unit a day

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 bidmanagement@risual.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

341113141164389

Contact

Bid Management
0300 303 2044
bidmanagement@risual.com

Planning

• Planning service: Yes
• How the planning service works: To meet the objectives of the client, risual perform extensive user research along with a full analysis of any policies and/or statutory obligations, mapping requirements into the core business needs of the client and strategic objectives of the programme. ; ; The outcome from the user research is a detailed map that represents the current experience of users of the service and a complete description of each user persona along with a set of needs that each persona requires from the service in the form of Impact Maps. These visually represent user stories from the highest to the lowest in terms of value/impact, with a full understanding of the barriers that exist in meeting user needs.; Every service and product is different, yet they are made up of common elements that drive innovation and need to be considered for every digital product or service. Technology discovery understands the landscape, exploring all opportunities in order to be successful. There is always a need to keep up to date with the latest technology developments, such that digital products are able to maintain pace with user needs in terms of user interfaces and also simple enough that administrators can focus on enhancing the service.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Dynamics 365
  • Microsoft Power Platform

Training

• Training service provided: Yes
• How the training service works: We can deliver formal Microsoft training both in person and remotely. ; • Face to Face: We deliver Face to Face training in teacher led sessions, led by Microsoft certified trainers. This is an interactive session available for up to 25 delegates per session.; • Webinar: We deliver webinar training online via Microsoft Teams for up to 100 delegates per session. All materials would be delivered electronically. Slides and the recording of the webinar would be made available after the training. The session by nature would largely be a knowledge transfer session, but we would include an interactive Q&A at the end of the session with our trainer. ; • Online virtual: We can deliver Online Virtual training via Microsoft Teams, which would be delivered live by our Microsoft Certified trainer in an interactive, classroom style. This would be available for up to 25 delegates per session, who would be expected to use their microphones to answer questions and participate in activities. All materials would be delivered electronically. Sessions could include online labs, tests, and group work depending on the content and learning outcomes.
• Training is tied to specific services: Yes
• Services the training service works with:
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Dynamics 365
  • Microsoft Power Platform

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: The service is delivered through a series of Agile development iterations. Large digital systems require greater levels of resource to complete iterations successfully, therefore, there needs to be a clear understanding of the expectations in budgetary terms relating to this stage.; The demonstration at the end of each iteration includes a service journey of the Alpha/Beta Phase to date. Iterations should also factor in when most people will be available to support testing and demonstrations, so an understanding of working habits is vital to gain as much feedback as possible. Iterations should be continued until there is satisfactory evidence that user needs have been met by the prototypes and the project is ready to move forwards into Beta.; The primary objective of the Beta Phase is to build a working version of the digital product/service that can handle real transactions and be able to operate at scale. This will not be the final product, but an MVP that contains the core functionality that the digital service is seeking to achieve. The product/service will continue to be improved once it has gone live, following a clearly defined roadmap of features to be added, as funding becomes available during live operations.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Microsoft 365
  • Microsoft Azure
  • Microsoft Dynamics 365
  • Microsoft Power Platform

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Risual uses industry standard testing practices to produce a quality product with given measurables and deliverables, Testing is used throughout all stages of the development life cycle to create and maintain the highest quality product. risual follow the IEEE 829 Standard for Software and System Test Documentation to provide detailed documentation helping the development and quality of the given product.; In collaboration with the client, risual will develop a Test Strategy, which will allow manual and automated testing to be performed by Azure DevOps, through Azure Test Plans (manual) and Azure Pipelines (automated). The Test Strategy will form a mutually agreed plan, describing the scope, approach, resources, schedule of testing activities, test scenarios, acceptance criteria and any associated risks. Defects and reports will be surfaced by Azure DevOps through embedded dashboards and test analytics features within Azure Test Plans and Azure Pipelines, which can be further enriched if required, with Power BI.; Testing is introduced from the outset and is built from both manual and automated test scripts, which augment and enhance services such as Azure Application Insights, providing continuous testing of all components and environments

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
• Certified security testers: Yes
• Security testing certifications:
  • CHECK
  • CREST
  • Tigerscheme
  • Cyber Scheme

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by a third-party organisation
• How the support service works: Risual provide flexible and agile IT support services through our proven, ISO/IEC 20000-1:2018 and ISO 27001: 2013 compliant management processes, to ensure that the client receives a high standard of quality support for your IT environment and more importantly, your people.; Service reports are derived from risual’s ITSM tool, integrated into Microsoft Power BI. Reports are designed to meet the client’s reporting requirements. These reports will monitor and affirm risual’s adherence to service level agreements and key performance indicators as agreed with the client.; The IT Service Desk will be directly available to all client users, through primary contact channels; voice (via a dedicated DDI number), chat (via federated Microsoft Teams) and risual’s “Hello” Self-service portal. Secondary channels that are available include email (dedicated email address) and rMS SOS, a desktop application based on TeamViewer technology.; risual’s IT Service Desk Quality Management Framework is underpinned by risual’s ISO 9001:2015 (Quality Management System) and ISO/IEC 20000-1:2018 (IT Service Management System). IT provides additional quality control metrics which are measured continually to ensure our IT Service Desk function continually exceeds client and customer expectations across a range of critical success factors.

Service scope

• Service constraints: Service Constraints are dependent on the specific requirements and scope of services being requested by risual. These will be discussed with you during any design workshops and documented within each design document produced by risual. They may also be captured within the Risk Log, should the constraint pose a risk to the delivery of benefits.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: The following response time targets apply 24x7x365; P1: 30 Minutes; P2: 1 Hour; P3: 4 Working Hours; P4: 8 Working Hours; VIP: 30 Minutes; Security Incident: 30 Minutes; On average, all calls are answered within 20 seconds both in and out of hours.
• 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: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: The web chat service has been audited using accessibility pairs. These are device linked, and includes browsers and their associated embedded accessibility features, along with common assistive technologies. Examples include IE11 or Edge/JAWS, Safari/Voiceover and Chrome/Talkback. Testing has also been conducted using other assistive technologies, such as NVDA, NaturallySpeaking and Zoom Text.; Accessibility testing covers impaired users with a range of disabilities, including:; Visual: Catering for individuals with severe vision impairment (visual acuity worse than 6/60) and blindness (visual acuity worse than 3/60) as defined by the World Health Organisation.; Audio: Catering for individuals with hearing loss greater than 40dB for adults and 30dB in children, as defined by the World Health Organisation.; Physical: Catering for individuals with physical impairments, such as amputation, arthritis, rheumatism, reduced dexterity, muscular dystrophy, repetitive stress injury and quadriplegia, as defined by w3. ; Cognitive, learning, and neurological: Catering for individuals with cognitive impairments such as ADHD, autism, learning disabilities, mental health conditions, memory impairments, multiple sclerosis, and seizure disorders, as defined by w3.
• Support levels: Support is led by an ITIL v4 qualified Service Delivery Manager, supported by a technical engineering lead. We do not have different levels of support in terms of the service (such as gold, platinum or silver), however, we can develop flexible support models in line with the clients' needs. This can range from a simple and straightforward hours-based contract, where risual provide 3rd or 4th line support through to a full managed service covering all elements of cloud support. ; Pricing for support is dependent on the needs of the client and the options chosen to best suit their organisational model, existing skills and budget.

Resellers

• Supplier type: Reseller (no extras)
• Organisation whose services are being resold: Microsoft

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 15/05/2021
• 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: Yes
• Other security certifications: Yes
• Any other security certifications:
  • Membership of Microsoft's Intelligent Security Association
  • Microsoft Gold partnership for Security
  • Microsoft Advanced Specialist: Identity and Access Management
  • Microsoft Advanced Specialist: Threat Protection
  • Microsoft Advanced Specialist: Information Protection and Governance

Social Value

• Fighting climate change:

  Fighting climate change

  risual recognise that our activities impact on the environment and are committed to minimising that impact. For this risual undertakes an annual review of our activities to understand their impact on the environment and to identify new ways of working to reduce carbon emissions. Additionally, we calculate our Carbon Footprint monthly to set targets for reduction.; In line with the UK’s goal to achieve Net Zero by 2050 and the United Nations Sustainable Development Goal 13: Take urgent action to combat climate change and its impacts, risual has published a Carbon Reduction Plan and is committed to achieving Net Zero emissions by 2030, which is available on our website: https://www.risual.com/wp-content/uploads/risual-Carbon-Reduction-Plan.pdf
• Covid-19 recovery:

  Covid-19 recovery

  risual support staff, suppliers, customers, and communities through direct and indirect methods to support employment, skills opportunities, physical and mental wellbeing. Directly, we support young people into digital careers through our STEM Ambassador programme, where risual staff are allocated time to promote STEM subjects in schools and colleges across the UK. risual are a founding member of the Partner Skills Pledge, a joint initiative with Microsoft to raise digital education standards in the UK. ; Indirectly, we support young people through the risual Foundation with a careers club for those recently unemployed following on from Covid-19, offering free online digital learning, interview techniques and CV tips. Our Board Member and co-founder is also the chair of the Staffordshire Local Enterprise Partnership and is involved in setting up a Kickstart programme across Staffordshire, in addition to running a redundancy triage service for the county. This is further supported by risual Education, and our digital apprenticeship and online learning schemes. ; All of the skills and employment support schemes we run are embedded within the company, and we have been a key contributor to developing skills and careers within our own region and across the UK for the past five years, and will continue to do so into the future.; Supporting the mental wellbeing of our staff is of paramount importance to risual, and as such, we have two qualified mental health first aiders employed at risual. Mental Health first aiders provide leadership and management training on promoting employee wellbeing, in addition to providing a confidential support service for all employees. All staff attend an annual Mothership Week, which is an initiative that has been running for over 6 years.
• Tackling economic inequality:

  Tackling economic inequality

  risual are aware of the positive difference that the business can make through the services we provide by ensuring we always consider and continually review how we can make improvements to the Social Value we create in the communities we support. risual have a range of options: working with the buyer to identify suitable localisation opportunities within their community, and measuring value and impact of social value through the Social Value Portal of any initiatives we contribute to. We work with buyers to identify themes, outcomes and measures and develop quantitative assessments into the value we bring to buyer communities, which includes, if applicable, using local businesses to deliver services that we are unable to provide. ; ; risual also offer remote 1-week Work Experience Placements where individuals can gain meaningful experience. Our 5-day programme covers Sales & Marketing, Finance, Client success, Quality Management, Project, CV writing workshop/Mock interviews, Managed Services, Group presentation and LinkedIn skills. Furthermore, risual support STEM by promoting projects to our employees and offering them reasonable time off to support STEM activities. This involves giving talks at schools about working in a STEM industry, getting involved in workshops or projects and the opportunity for STEM Ambassadors to attend careers events. ; ; As a Prime Provider on the Register of Training Providers we work both directly with employers delivering full apprenticeship standards to our employers and as a subcontractor with partners in the Further Education sector, supporting their internal skills development and delivering specialist technical training to apprentices as part of their Digital and IT Apprenticeship offer.
• Equal opportunity:

  Equal opportunity

  risual is an equal opportunities employer and is fully committed to a policy of treating all of its employees and job applicants equally. risual will avoid unlawful discrimination in all aspects of employment including recruitment and selection, promotion, transfer, opportunities for training, pay and benefits, other terms of employment, discipline, selection for redundancy and dismissal.; ; risual will take all reasonable steps to employ, train and promote employees on the basis of their experience, abilities and qualifications without regard to any protected characteristics (age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (including colour, nationality and ethnic or national origins), religion or belief, sex or sexual orientation.; ; risual has implemented the Diversity and Inclusion Forum to create a space for active discussion in the workplace, where real action for positive change could be established. Members of the D&I Forum have presented their own presentations at the company-wide event the “risual Summit”, which gave the opportunity for employees to listen and be updated with what risual is doing to promote and embed diversity and inclusion practices within the company. ; ; risual is signed up to Disability Confident Committed scheme, which supports us in providing as many opportunities from people with disabilities as possible. As an organisation we also ensure that our employability workshops and work experience placements are offered to those with disabilities, as well as our apprenticeship programmes. ; ; risual is committed to the principles of the Modern Slavery Act 2015 and the abolition of modern slavery and human trafficking. As an equal opportunities employer, we are committed to creating and ensuring a non-discriminatory and respectful working environment for our employees. We want all our staff to feel confident that they can expose wrongdoing without any risk to themselves.
• Wellbeing:

  Wellbeing

  Our Wellbeing Charter outlines what employees can expect from risual with regards to their wellbeing. This includes providing a confidential support service, promoting flexible working practices including family friendly policies and offering support with regards to individuals mental, physical, and financial health. ; ; risual has made a commitment to provide Mental Health Champions and First Aiders within the business. These individuals are dedicated to supporting employees who are experiencing difficulties with their mental health, by offering support and signposting individuals to seek further help when required. Additionally, we encourage open conversations across the business around mental health with the aim of de-stigmatising mental ill-health and supporting our champions and line managers further in having these conversations. ; ; We believe in empowerment and autonomy and drive for accountability and responsibility in all roles, at all levels. Providing employees with autonomy and accountability breeds positive effects on overall employee well-being and job satisfaction, driving positive performance culture. ; ; At risual we offer a wide range of financial and non-financial benefits. The benefits package consists of the follow elements: ; ; • Group Personal Pension Plan ; • Bupa private medical cover ; • Death In Service ; • 28 days paid annual leave plus statutory and bank holidays, and your birthday off ; • Eyecare and seasonal flu vouchers ; • Cycle scheme ; • Bi-annual summit days, family days, wellbeing weeks and charity days ; • risual Christmas party ; • Perkbox discounts ; • Flowers sent to your partner on their birthday ; • Employee of the week and month rewards

Pricing

• Price: £650.00 to £1,550.00 a unit a day
• Discount for educational organisations: No

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 bidmanagement@risual.com. Tell them what format you need. It will help if you say what assistive technology you use.