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Invuse Limited

User Research (UR) Services

Invuse are User Research (UR) specialists. Our user researchers identify the challenges of your website/platforms user experience. Our innovative user research techniques uncover each user type, their motivations and challenges to help you create quality, inclusive experience derived from user research facts.


  • User research techniques/approaches adhering to Government Service Standard (GDS)
  • Invuse have over 15+ years' experience in user research
  • Qualitative and quantitative user research methods to gather quality data
  • User research and persona profile development with challenges/frustrations/motivations
  • User research interviews/surveys/workshops for assistive technology users
  • Light touch user research methods supporting senior leadership teams’ schedules
  • Engaging user research stakeholder workshops and interviews with card sorting
  • User research compiled from platform analytics review and trend analysis
  • Identify changes with user research to improve needs/usability/engagement
  • Create user research led roadmaps of improvements and recommendations


  • User research centred approach to meet GDS standards
  • Provide qualitative and quantitative user research to support decision making
  • Understand your users' true journeys/pain points with user research
  • User research community of users with assistive technologies
  • Increase customer satisfaction and digital engagement through user research
  • User research and data to help deliver optimal user experience
  • Reduce support centre calls/emails with user research
  • Agile approach to user research to support your project lifecycle
  • Reusable user research and outputs for wider digital estate
  • User research led 3/6/12 month roadmap for continuous evolution


£440 to £820 a unit a day

Service documents

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G-Cloud 13

Service ID

4 5 7 0 6 1 6 8 1 0 6 7 1 0 6


Invuse Limited Jamie Garrett
Telephone: 020 8164 6423


Planning service
How the planning service works
Invuse connects the dots between your users’ needs and your organisation’s objectives. By giving users and stakeholders a voice, we enable you to deliver quality, inclusive digital experiences designed with people at the core.

Our experienced project managers will develop a project delivery plan to help the organisation to create and achieve the key milestones and deadlines. We’ll collaborate to identify a schedule that best fits your staff and gather a better understanding of formats to share knowledge (e.g. weekly reports, presentations, workshops).

We’ll provide clear, up-to-date project plans, management and communications throughout the project whilst offering support and guidance to our customers.

We’ll adopt an agile approach, in line with GDS standards, to first conduct a discovery/analysis phase that provides us with the research and data to inform decision making throughout.
Planning service works with specific services


Training service provided
How the training service works
Subject matter experts for the UK Public Sector will lead training courses and provide guidance and the tools needed to align with your organisation’s objectives and meet your users' needs. We’ll conduct evaluations, provide practical recommendations and in-depth personalised training to upskill your teams and departments thoroughly.

We’ll develop a training plan with templates and timelines to suit the business requirements and stakeholder schedules. We host tailored 1-2-1 training and group training to cover a variety of focuses. Training will improve your team’s confidence, whilst reinforcing collaboration and knowledge sharing.
Training is tied to specific services

Setup and migration

Setup or migration service available
How the setup or migration service works
We will conduct a high-level review of the content needed to migrate. From the analysis, we’ll develop a strategy to manage the migration and advise you on best practice and tools to use.

We’ll ensure that the information architecture in place will be sufficient to receive the migrated content and the configurations are correct. Support is provided to stakeholders throughout and ensure that they are happy with the success criteria.

If necessary we can also provide migration assistance to orchestrate the migration, which can reduce the time needed from your stakeholders.
Setup or migration service is for specific cloud services

Quality assurance and performance testing

Quality assurance and performance testing service
How the quality assurance and performance testing works
Aligned with GDS, our testing process includes a variety of testing completed throughout each development sprint.

Acceptance/unit testing - the first round of testing is automated where possible to ensure the code developed meets the expected outcomes.

Exploratory testing - this is a manual test completed by our QA team to check for any bugs/defects and is tested against acceptance criteria.

Accessibility/user testing - this testing is completed with/without users of assistive technologies to ensure your website meets WCAG 2.1 AA at a minimum

Ahead of launches to the public, we will also ensure that load/performance testing and penetration testing is completed prior to launch.

Security testing

Security services

Ongoing support

Ongoing support service

Service scope

Service constraints
No Constraints

User support

Email or online ticketing support
Email or online ticketing
Support response times
1 business day
User can manage status and priority of support tickets
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Support levels
Ongoing support throughout the project from a dedicated project manager, business analyst and user researcher. Support is provided daily throughout the project. There is no additional cost.


Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

Standards and certifications

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
Alcumus, ISOQAR
ISO/IEC 27001 accreditation date
15 March 2019
What the ISO/IEC 27001 doesn’t cover
We do not have any exclusions for our ISO 27001:2013 certification.
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Cyber essentials
Cyber essentials plus
Other security certifications

Social Value

Covid-19 recovery

Covid-19 recovery

As a cloud based company we are able to work fully remotely. We have an open, transparent and vibrant culture and were keen to maintain this during the pandemic. Being remote meant not only did we miss collaborating face to face, as a business we were unable to visually see how someone was physically and mentally. Therefore we worked continuously to ensure our culture and wellbeing:

Creating a Covid-19 hub for signposting and information
Encouraging staff to have their cameras on ensuring face to face interactions.
An instant messaging group for all staff to engage and share non work related content
Hosting virtual quizzes and coffee mornings
Walking Wednesdays
Hosting a virtual Christmas Party
Increasing 121 communications, with daily virtual standups and having a continuous open door policy
Introducing Rate My Team sessions for managers to discuss individuals enabling us to identify and resolve issues as soon as they occur and provide the relevant wellbeing support or resource to work towards a long term solution and future prevention.

The office was made Covid safe as part of our return to work programme, with many touch points removed, sanitising stations, signposting and social distancing. We split the company into two teams, rotating fortnightly, to create a more comfortable workplace. We were also very mindful of those who were shielding or had anxieties around Covid-19 by continuing to enable remote working.

We designed and built an intranet for NHS Test and Trace and the Department for Health & Social Care using Invotra’s service for 15,000+ users and 10 merging agencies, in response to the demand for a powerful internal communications tool.

We delivered a Covid-19 Guidance Hub to DWP within 5 days in March 2020 to provide 100,000+ intranet users access to critical information required at the time.
Equal opportunity

Equal opportunity

Invotra is fully committed to encouraging equality and diversity and eliminating discrimination. We are a meritocratic organisation. We value talent irrespective of its origin. We focus on individuals and how we can adapt & support them to develop, aiming to be truly representative of all sections of society and for each employee to feel respected, be wholly merit driven and able to give their best.
We are a member of the Disability Confident Scheme. We also offer work experience to SEN students at local schools.

In 2019, we opened ‘enABLE lab’, to align and educate ourselves and any other interested party on the importance of accessibility. The environment provides the opportunity for people to use software and equipment which replicates the experience of an accessible software user.

In 2011, we invested in the Apprenticeship programme to be more attractive to raw talent and to build specific technology and product skills. It allows us to develop a diverse, sustainable organisation, with all employees constantly learning and evolving. It is a core business strategy and its success is seen by all as a competitive advantage to us. 38% of employees are either current or qualified apprentices. The programme has created excellent career opportunities and natural succession planning. Our first 2 apprentices are now directors.

We work to ensure there are no gender pay gaps. As an equal opportunities employer, gender representation is evenly split across our business.

We are committed to ensuring there is no modern slavery or human trafficking in our supply chains or any part of our business. Our Anti-Slavery Policy reflects our commitment to acting ethically and with integrity in all business relationships and our commitment to implementing and enforcing effective systems and controls ensuring slavery and human trafficking is not taking place any where within our supply chains.


The Health and Wellbeing of our employees is very important to us. We have Mental Health First aiders available for confidential support as well as an Employee Assistance Programme, Our EAP is available 24/7, 365 days a year to provide support to our people, whatever challenges they face together with online resources, guides and wellbeing content.

We host Mental Health Awareness month, regularly provide blogs and signposting and have “Walking Wednesdays” where people are encouraged to go for a lunchtime walk. We encourage people to have their cameras on to promote engagement. We love to bring people together with breakfast clubs, lunch and learns, virtual coffee mornings, table-tennis tournaments and 5 a side football.
We continuously work with our employees to ensure a good work/life balance is achieved.

We encourage openness, collaboration and engagement at all times and all levels. We have weekly company wide meetings, where we all come together and discuss our goals, achievements and future projects. In addition to providing health and wellbeing support, we have monthly Rate My Team sessions with team leads to discuss individuals as well as any team requirements. This enables us to identify and resolve any issues as soon as they occur as well as provide the relevant wellbeing support or resource to work towards a long term solution and future prevention.

We use open source technology in everything we do and are recognised as one of the most active members of the Open Source Community within Government.

We share everything with our customers and design all our services with open standards to ensure that we’re helping others to resolve challenges that have already been overcome elsewhere. We share our experiences, data between services and departments and contribute back to open source projects and standards.


£440 to £820 a unit a day
Discount for educational organisations

Service documents

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 Tell them what format you need. It will help if you say what assistive technology you use.