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Nomensa Ltd

User research services

Researching user behaviour involves more than just talking to a representative audience sample. Our user research approaches use a variety of techniques to gather and draw out rich qualitative and quantitative insights. User research helps you learn about your users and create inclusive services that meet user needs.

Features

  • Continual user research across Discovery, Alpha, Beta and Live
  • User interviews dig deep into what your users really think
  • Diary studies, particularly during Discovery, provide rich longitudinal insight
  • Lab-based usability testing informs design decisions in Alpha and Beta
  • Contextual research provides a rich understanding of users’ daily behaviour
  • Interviewing internal and external users offers a comprehensive perspective
  • Surveys are an efficient finger-on-the-pulse of an audience segment
  • Ethnographic research uses natural environments to draw out authentic insights
  • Outputs include personas, user stories, prototypes and service maps
  • Recommendations for service usability improvements

Benefits

  • Rigorous process to ensure representative audience sample is recruited
  • Provides in-depth insight into user behaviours and problems
  • Helps understand how real users interact with your service
  • Easily built into Agile sprints to inform design decisions
  • Builds an inclusive service that meets user needs
  • Balancing qualitative and quantitative data provides extra depth to research
  • Can be delivered at any point in the project lifecycle
  • Provides evidence to support GDS service assessments
  • Aligns with the Government Service Standard criterion
  • Aids upskilling and building capability of internal staff through observation

Pricing

£550 to £1,500 a person a day

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

Framework

G-Cloud 13

Service ID

6 3 4 4 1 3 0 7 9 5 7 9 8 9 4

Contact

Nomensa Ltd Stuart Pollock
Telephone: 0117 9297333
Email: gcloud@nomensa.com

Planning

Planning service
Yes
How the planning service works
Nomensa’s services span the end-to-end digital lifecycle from Discovery, Alpha, Beta to Live, meaning we’re able to support our clients at any stage in the project lifecycle.

Our user-centred approach enables Nomensa to support you in building a service around the needs of your users, policy and organisation. We believe how recommendations are communicated is equally as important as the recommendation itself. Our outputs are packaged up in an easily-digestible way and presented to explain findings and the evidence behind them. This ensures full knowledge transfer, enabling you to work self-sufficiently during implementation. As standard, we follow and adopt the Government Design Standards, Service Manual and Technology Code of Practice when supporting our clients in planning.

For each project or programme of work you will have a dedicated project manager who ensure successful delivery. We work collaboratively with all our clients adopting a one team culture, ensuring we bring you on the journey to designing, developing and planning your cloud-based service.
Planning service works with specific services
No

Training

Training service provided
Yes
How the training service works
At Nomensa, we passionately believe in working collaboratively with our clients to adopt a one team culture and create an open and transparent partnership. This approach supports knowledge transfer and training with our clients and helps to upskill internal teams.
We provide bespoke training in a range of formats that suit different learning styles. We can tailor our training resources to suit different audiences including product owners, policy makers, delivery managers, user researchers, service designers, interaction designers and developers.
Training is tied to specific services
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
We’re well versed in supporting public sector clients in migrating services, both between cloud-based solutions or from existing legacy systems.

We use the information gathered from user and technical research to identify the best solution for the new or existing service and work with you to create a clear roadmap for the migration of your service to the cloud.

Nomensa are technology agnostic, meaning we can provide objective recommendations that best suit your requirements and organisational needs. We strive to support you in selecting a solution that is sustainable and work with you to define requirements for how your service will be managed, supported and incrementally improved as it evolves.
Setup or migration service is for specific cloud services
No

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
As an ISO 9001 and ISO 27001 accredited agency, we have a robust set of processes and frameworks for quality assurance. We conduct all our research within the Market Research Society standards and are General Data Protection Regulation (GDPR) compliant.

We adopt an Agile methodology and align with the Technology Code of Practice. Our approach incorporates elements of best practice in project management and delivery, including: continuous integration (code builds and tests), continuous delivery (code release and deployment) and monitoring (performance, end user-experience).

As part of our day-to-day process, we internally run stand-ups, so we can easily track our work. We also peer review our code to ensure that it is robust and meets best practice standards. We manage our development progress using JIRA issue and project tracking software and, during the UAT process, you will be able to be actively involved in the prioritisation of changes or bugs.

To allow for fast and effective deployment of our work, we use continuous integration and deployment. This allows us to automatically test our code to minimise risk and ensure quality, so your site is robust and stable.

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
No

Ongoing support

Ongoing support service
Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works
Types of services supported:
User Experience (UX) and accessible front end development services, Technical review and development services, Software design and development services in Drupal, Vue, Javascript, .Net, MS Dynamics, CMS, CRM, content support and management, Development as a service, Discovery, Alpha, Beta and Live services, Cloud and Data Architecture and QA services, Agile Development teams and Cloud infra and support for 24/7 service with 1st, 2nd and 3rd level support services.

We offer a number of services for buyers looking for user experience, focused software design and development in their projects and programmes for front end and in full stack. We also offer well experienced Architect and QA services and professional service management.

Please see our service description for more information and/or get in touch at the contact details provided.

Service scope

Service constraints
None

User support

Email or online ticketing support
Email or online ticketing
Support response times
Question response times are dependent on priority level. For this service, out of office hours support is not provided.
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
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
WCAG 2.1 AA or EN 301 549
Web chat accessibility testing
We use Microsoft teams for our chat technology for projects, this can be configured by the user which we can help them to do and is rated highly for accessibility.

Alternatively, we can use other chat channels depending on the need of the individual on the project such as Slack. We adapt to the needs of our clients.
Support levels
We provide email, telephone, chat, video meetings (teams or zoom) and onsite support to help you across the project to implement our recommendations. Costs are dependent on the amount of support required.

Users are provided with a free-of-charge Account Manager to support ad-hoc requests and triage to the team where required. We adapt to the needs of our clients and seamlessly integrate with their ways of working.

Resellers

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
Yes
Who accredited the ISO/IEC 27001
British Assessment Bureau
ISO/IEC 27001 accreditation date
23/11/2021
What the ISO/IEC 27001 doesn’t cover
Our ISO27001 accreditation covers all of our services
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

Fighting climate change

Fighting climate change

Nomensa acknowledges and takes responsibility for the environmental impact of our activities. We are committed to mitigating the impact of our operations on the natural environment.
Our carbon footprint report, generated using The Carbon Trust’s SME Carbon Footprint Calculator, has demonstrated the main source of emissions is electricity, which is currently estimated that we are using 30% more than best practice.
Our strategy to reduce our carbon footprint forms part of our environmental policy and includes:
-Waste reduction and management: Using the waste hierarchy
-Consumption of utilities: To reduce the consumption of energy and our emissions we will be moving to a green energy supplier such as OVO or Octopus when our current contract comes to an end. We have motion sensor lights, meaning areas without use for long periods e.g. toilets do not remain lit.
-Transportation: Our only company vehicle is 100% electric. We provide a cycle to work scheme. Hybrid working is here to stay, reducing pollution caused by commuting as well as minimising energy usage in the office. We use virtual collaboration tools such as Teams in place of travelling to customer offices.
-Procurement: We aim to purchase all goods and services from suppliers local to offices and where possible use suppliers committed to improving environmental performance.

As members of the Market Research Society (MRS) we are aligning our targets with their report ‘Sustainability in the research sector:
-Sustainability champions–We have launched a Green Working Group, who meet quarterly to monitor progress against our objectives and identify areas for improvement.
-Educate staff–Improve understanding of our objectives and get buy-in from everyone.
-Reducing carbon footprint of our website
-Be Net Zero by 2026 through nature-based solutions–we currently partner with One Tree per Child to plant trees and will look to increase these partnerships.
Covid-19 recovery

Covid-19 recovery

We are committed to helping companies and individuals recover from the impact of COVID-19. We believe human experience is everything and work hard to ensure we can continue to support our neighbourhood and employees during this challenging time. As well as offering employment, re-training and other return to work opportunities directly to staff, our supply chain and surrounding businesses, we also: -provide work experience, graduate schemes, apprenticeships and internships for local schools, colleges and universities, including 23 graduates, interns and apprentices since 2013 -facilitate mentoring and training programmes -run monthly remote internal and external innovation sessions throughout the pandemic to share learnings and transfer knowledge -have well-established progression routes – over the last three years, 34 team members received promotions, 15 within the last 12 months Alongside crafting thought leadership content and our webinar series, we also run Collaborate Bristol, Interact London and Amsterdam, and our accessibility conference, Virtua11y. These events deliver pioneering thinking to our clients and the wider industry. To show our commitment to helping individuals/organisations recover, we made them all remote and free to attend from 2020, reaching thousands of people globally and helping businesses create digital environments accessible to everyone. We provide free therapy and mental health support through our employee benefits package, including: -online counselling We also improved our inhouse mental health knowledge by training 16 mental health first aiders (roughly one for every sixth member of staff). We now run monthly company updates to share successes and company news to make sure all our staff still feel included, even if they can’t be onsite. We have dedicated ‘chief happiness officers’ who arrange virtual social events and softer employee outreach activities, like posting treats, care packages and vouchers. These are coupled with regular check-ins with line managers and improved HR software, like Clear Review.
Tackling economic inequality

Tackling economic inequality

As part of our Equality, Diversity and Inclusion commitment, we are committed to reducing the disability employment gap. We are making a special effort to encourage disabled people to apply for jobs within our recruitment process making the job adverts accessible, publicising our job adverts with the ‘two ticks’ scheme (guaranteeing that disabled people who meet the minimum criteria will get an interview), and adjusting for candidates who get an interview. One of our core values is 'Be Human' which is foundational to our purpose of Humanising Technology and is reflected in our company policies and procedures. We seek out, and value, employees and associates from all walks of life, backgrounds and skills, helping to enrich our unique community. We work hard to attract diverse talent through specialist recruitment sites in order to increase the representation of disabled people in both our permanent and contracted workforce.
We have a 50/50 balance in male and female workers. There are incentives in place to ensure equal pay and we aim to be transparent around pay, promotions and company profits as possible.
We support disabled people and those from disadvantaged or minority groups by developing new skills through training schemes that result in recognised qualifications, helping them to move into higher paid work.
We have established mechanisms and processes for managing training requests and in 2019, even dedicated some 2,541 hours and £286K to training. We use mentorships and buddy schemes as a way of regularly checking in with staff in an informal setting, ensuring that staff can raise concerns or issues they may not be comfortable raising otherwise.
Equal opportunity

Equal opportunity

Nomensa is committed to tackling modern slavery and ensure all recruitment and supplier management policies comply with the Modern Slavery Act 2015. We understand the modern slavery risks and take the following steps to ensure there is no modern slavery in our own business, as well as supply chains and contractors:
-we undertake previous employment reference checks for employees and contractor references are obtained from the source agency
-we also check employee identity/right to work in the UK (using the prescribed list of acceptable documents) on the individuals first day
-all employees and contractors are paid above the minimum wage
-where appropriate, overtime is paid for any additional hours.
Our HR Manager has responsibility for anti-slavery initiatives and ensures that all recruitment and supplier policies are followed. Regular training is provided to all management and personnel in charge of recruitment and supplier management as part of Nomensa’s wider ethics training programme. Policies reviewed and updated as part of ISO 27001 and 9001 certification and communicated on our intranet.
Wellbeing

Wellbeing

The mental and physical wellbeing of our team always comes first, and as part of our employee benefits, we provide free therapy and mental health support. However, the pandemic highlighted the need for increased support.
We improved communication around help already available through our Bupa memberships and diversified assistance on offer, including:  
-introducing online counselling 
-improving support for financial challenges  
-extending our benefit package.  
We’ve improved our inhouse mental health knowledge by training 16 mental health first aiders. We run monthly company updates via teams to make sure all our staff feel included, even if they can’t be onsite. We’ve also committed to a fully hybrid approach to working, providing equipment for home-working and creating covid-safe spaces in our offices.
We provide open, honest and transparent forums for everyone to have their voice heard. With team, department and organisation wide stand-ups, huddles and updates, we’ve created a safe environment to voice opinions and challenge others’, ensuring we make decisions that provide our people and clients with the best experience.
We have virtual suggestion boxes with all entries discussed in our company updates. In monthly retrospective Miro boards, teams are asked to anonymously feedback ‘what has/hasn’t gone well’ and ‘what needs to be improved’. This is reviewed by heads of departments and our senior leadership team, ensuring change happens.

Pricing

Price
£550 to £1,500 a person a day
Discount for educational organisations
No

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