True Digital

User research

User research involves gathering insights into user behaviors, needs, and preferences to inform the design and development of products or services. By understanding users' motivations and challenges, organizations can create more effective solutions that align with user expectations, leading to improved user satisfaction and business outcomes.

Features

• User Interviews
• Surveys and Questionnaires
• Usability Testing: Moderated and Unmoderated, remote and in-person.
• Persona Development
• Card Sorting
• Eye Tracking
• Heatmaps and Click Analysis
• A/B Testing

Benefits

• Insight into User Needs
• Improved Usability
• Enhanced User Satisfaction
• Reduced Development Costs
• Increased Conversion Rates
• Competitive Advantage: insights and user preferences
• Risk Mitigation
• Enhanced Innovation:
• Long-term Success:

£700 a unit a day

• Education pricing available

Service documents

• Pricing document

  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 Tim.Jones@truedigital.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

647306426985174

Contact

Tim Jones
01179277750
Tim.Jones@truedigital.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: No
• System requirements: No specific system requirements

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Normal business hours are 9-5:30pm within the working week. 24/7 support is available on request otherwise work towards a best endeavours for out of hours support. Our typical response is within 2 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: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Onsite support
• Support levels: Two main types of support: Technical Support & Maintenance; and Flexible support and Optimisation.; Technical Support & Maintenance is ensuring code quality and high performance through perfective tasks and fixing code defects on an iterative basis. ​Team includes Development, QA, Project & Account Management. Has 3 levels:; 1. Responsive Support only - starting at £2,542 p/m; 2. Responsive + Health-checking starting at £2,542 + £708; 3.Responsive + Health-checking + Maintenance Cycles starting at £2,452 + £708 + £4,328; All aspects of these levels can be increased to accommodate quantity of sites.; Flexible Support and Optimisation is a fixed budget to be utilised against a flexible scope to identify and deliver a roadmap of new and optimisation opportunities. ​Team is any, decided upon either upfront as a fixed retained team, or adhoc as burn down from a fixed budget.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Can be a combination of onsite, online or documented training, but all made as per customer requirements
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: Microsoft Word
• End-of-contract data extraction: Made as per customer requirements
• End-of-contract process: Termination terms vary depending on each client and the initial service offered, agreed at the beginning of the contract

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Responsive UI
• Service interface: No
• User support accessibility: WCAG 2.1 AAA
• API: No
• Customisation available: Yes
• Description of customisation: Research is designed with the client to offer a bespoke approach depending on the project requirement.

Scaling

• Independence of resources: Team resource is scheduled in advance

Analytics

• Service usage metrics: Yes
• Metrics types: Managed on a customer preference basis
• Reporting types: Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Exports are made depending on customer requirements
• Data export formats:
  • CSV
  • ODF
• Data import formats:
  • CSV
  • ODF

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Typical service availability is 99.99% however the SLA and refund processes are agreed at the beginning of the contract
• Approach to resilience: Available on request
• Outage reporting: Outages are reported through email alerts and a public dashboard

Identity and authentication

• User authentication needed: No
• Access restrictions in management interfaces and support channels: N/a
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Supplier defined documents
• Information security policies and processes: Supplier defined documents

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Our services typically comply with CSA CCM v3.0 standards and are supplemented by true digital change management processes
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our services typically comply with CSA CCM v3.0 standards and are supplemented by true digital change management processes
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Our services typically comply with CSA CCM v3.0 standards and are supplemented by true digital change management processes
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Supplier defined documents

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

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

  Fighting climate change

  All our hosted solutions are based on the carbon neutral Azure platform. In addition, Umbraco and Optimizely platforms offer some of the most code, and therefore energy, efficient solutions in the world. This can significantly reduce carbon usage for your digital estate, helping along the path to Net Zero.

  Covid-19 recovery

  During the Covid-19 Pandemic we saw a significant acceleration in adoption of online services from commerce to socialising and almost everything in-between.; Our provision of digital platforms and digital platform support enabled our clients to thrive in this situation and continues to aide recovery in a post-pandemic world.; Economically, our commerce platforms allow our clients to sell beyond geographic reach which in turn is driving their recovery and the wider economy.; Our digital platforms support growth and reach online of all kinds, building communities and allowing businesses to find leads on a wider basis as well as allowing NFP organisations to communicate and administrate with ease.; Furthermore, our focus on scalable cloud solutions means we are building for the future and enabling scale within our clients' organisations.

  Tackling economic inequality

  Remote selling - whether that be direct selling through ecom platforms, or lead generation/awareness driving through other digital platforms - by definition allows organisations to reach beyond their previous restrictions. This can be geographic, socio-economic or other. The provision of stable, scalable and high-performing digital platforms is a significant enabler in the success of this remote selling and in-turn, tackles factors of economic inequality.; Our solutions, built on the principles of User-Centred Design and built using scalable web technology, offer high performing digital platforms, offering the best to organisations that want, and need, to reach beyond their previous limits.

  Equal opportunity

  We regularly participate in several schemes to help give young people from more diverse and lower socio-economic backgrounds opportunities to gain an understanding of marketing, advertising and more broadly the digital technology sector. We believe in the importance of investing in the next generation of talent and broadening access for all and to encourage people to fulfil their potential. We’ve paired with schools to deliver this through BIMA (British Interactive Media Association) as part of their ‘BIMA Digital Day’ scheme, and the IPA through their ‘Advertising Unlocked’ programme.

  Wellbeing

  As a business, true believes in the value of healthy employees, both from the mental health and physical well-being perspective, but also the opportunity to encourage a modal shift to more sustainable and healthier active travel.; As such, as part of our wider employee benefits package, we offer a programme called Active Teams to all our employees. Active Teams promotes the value of a healthy body helping to create a healthy mind. It offers a range of activities and events, and the tracking and gamification of employee’s activities with monthly challenges and team events, from walking, to cold water swimming to roller skating.; This programme operates in conjunction with our employee private health insurance benefit delivered through Vitality, which rewards active and healthy lifestyles with added scheme benefits.; We also operate a cycle to work scheme and have for the past 4 years worked with sustainable transport charity; Sustrans, supporting them with their digital strategy and approach.

Pricing

• Price: £700 a unit a day
• Discount for educational organisations: Yes
• Free trial available: No

Service documents

• Pricing document

  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 Tim.Jones@truedigital.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.