User research
We deliver user-centred discovery research to help public sector teams understand needs, behaviours and pain points across cloud-based services. Using proven qualitative methods, we generate clear evidence to reduce delivery risk, prioritise improvements and strengthen decision-making. Our work supports effective, usable services and continuous improvement across the service lifecycle.
Features
- Qualitative and quantitative research to identify target user needs
- Planning meeting to agree project objectives, approach, respondents, timescales
- Qualitative: interviews, usability testing, focus groups
- Quantitative: analytics, surveys
- Respondent recruitment and management by our in-house team
- Discussion guide to explore user goals, context, motivations, pain points
- Use client and competitor digital assets as stimulus material
- Workshops with client to discuss insight and implications
- Outcomes detail insights, recommendations, personas, journey maps, user stories
- All documentation and session videos accessed through Cloud
Benefits
- Understand real user needs before committing budget
- Reduce delivery risk through early insight and testing
- Prioritise features based on evidence, not assumptions
- Identify unmet needs across complex user groups
- Improve journey clarity and reduce user confusion
- Support faster decision-making with clear research findings
- Strengthen service performance through continuous learning
- Reduce rework by testing assumptions early
- Improve uptake and completion of key transactions
- Align teams around evidence-based user priorities
Pricing
- Education pricing available
Service documents
Request an accessible format
Framework
G-Cloud 15
Service ID
3 6 1 6 1 3 1 2 3 6 9 3 6 9 3
Contact
THE WEB USABILITY PARTNERSHIP LIMITED
Lucy Collins
Telephone: 01249 444757
Email: info@webusability.co.uk
About your service
- Service categories
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Cloud Support Services
Set Up and Migration
- Other
Service scope
- Service constraints
- No constraints
User support
- Email or online ticketing support
- Yes
- Support response times
-
Monday-Friday = 1 working day
Saturday & Sunday = next working day - User can manage status and priority of support tickets
- No
- Phone support
- Yes
- Phone support availability
- 9 to 5 (UK time), Monday to Friday
- Web chat support
- No
- Support levels
-
We provide a consistent, responsive level of support across all user research and discovery projects.
Support level provided (standard for all clients):
Support is available Monday to Friday, 9:00–17:30 (UK time), excluding public holidays. We aim to respond to all support requests within 1 working day during business hours. Support includes guidance on research planning, defining objectives, scoping, recruitment and scheduling, session logistics, stakeholder alignment, and support interpreting findings and recommendations.
How support is delivered:
Support is provided via email and scheduled calls (Microsoft Teams/Zoom). Where needed, we can arrange short check-ins to resolve queries quickly, maintain momentum, and ensure research outputs meet buyer needs.
Cost of support:
This standard support level is included within our project pricing. We do not offer tiered support packages for user research services, as all clients receive the same high standard of delivery support.
Account management / support contacts:
Each buyer is assigned a named lead researcher as the primary contact throughout the engagement. While we do not provide a “technical account manager” or “cloud support engineer” (as we do not deliver hosting or development support), our research lead provides responsive, practical support to ensure smooth delivery and clear communication from start to finish.
Resellers
- Supplier type
- Not a reseller
Staff security
- Staff security clearance
- Other security clearance
- Government security clearance
- Baseline Personnel Security Standard (BPSS)
Pricing
- Discount for educational organisations
- Yes
User-centred design roles
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Junior accessibility specialist | £750.00 | |
| Accessibility specialist | £850.00 | |
| Senior accessibility specialist | £950.00 | |
| Head of accessibility | £1,050.00 |
| Role level | UK Rate | Offshore Rate |
|---|---|---|
| Associate user researcher | £650.00 | |
| Junior user researcher | £750.00 | |
| User researcher | £850.00 | |
| Senior user researcher | £950.00 | |
| Lead user researcher | £1,050.00 | |
| Head of user research | £1,250.00 |
Non-mandatory Standards and certifications
- ISO/IEC 27001 certification
- No
- ISO 28000:2022 certification
- No
- ISO 9001 certification
- No
- Quality management systems (QMS)
- Yes
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- Yes
- Please provide your Cyber Essentials Certificate Number
- 39e6737e-4624-44c6-9a56-bf6e9d31b906
- Cyber essentials plus
- No
- Cyber Essentials Alternative
- None of the criteria
- Other security certifications
- No
Social value
- Section B - Commitment for Future: Delivery
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Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.
Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority
- Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
- Plans to engage the contract workforce in deciding the most important workplace issues to address
- Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
- Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
- Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
- Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
- Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
- Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
- Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
- Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
- Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
- Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
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Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.
Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.
- Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
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Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.
Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises
- Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
- Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
- Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
- Methods for engaging with different parts of the community (including the education system and charities representing the community) and how communities come together to inform decisions, strategy and projects to leave a positive legacy for future generations
- Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)
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Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero
Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.
- Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
- Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
- Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
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Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain
Policy Outcome 6: Employment and training: For those who face barriers to employment
- Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
- Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
- Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
- Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
- Introducing transparency to pay and reward processes
- Working conditions which promote an inclusive working environment and promote retention and progression
- Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
- Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition
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Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain
Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.
- Understanding of the issues affecting the development of new skills by target cohort
- Understanding of issues relating to entering the contract workforce
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Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.
Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.
- Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
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