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Create/Change

UX, UI and Interaction Design for cloud services

Our interaction design services create & optimise modern, human-centric cloud/digital services through user experience (UX) research, user journey mapping & iterative prototyping. Adhering to GDS Design Patterns, CDDO/NHS service standards and WCAG 2.2, our Interaction Designers craft intuitive user interfaces (UI)/interactions, ensuring a user-centred design approach for seamless service engagement.

Features

  • UX research and design to GDS service standard
  • Design of user journeys including assisted digital and non-digital
  • Design of accessible user interfaces and interactions
  • Creation of prototypes and wireframes and finished accessible designs
  • Fits within an agile delivery and development process
  • Carry out A/B and multivariate testing
  • Data-led approach to interaction design and iteration
  • Work with internal branding, style guides and GDS design patterns
  • Contemporary knowledge of interaction design including .gov design frameworks
  • Collaborative design process, working alongside internal stakeholders and design teams

Benefits

  • Intuitive and user-centred interaction designs meeting user needs
  • Improved user journeys across cloud services
  • Agile approach allows for refinement and improvement throughout development process
  • User feedback and User research allows evidence-based decision making
  • Increased accessibility across your cloud services and cloud-based products
  • Interaction design that balances your organisation’s needs with users’ needs
  • Increases conversion rates due to improved user experience
  • Optimised user flows better meet user needs and policy intent
  • Transfer design knowledge and capability within service teams
  • Designs fully compliant with WCAG accessibility requirements

Pricing

£465 to £1,602 a unit 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 procurement@createchange.io. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

9 7 1 1 1 6 2 0 7 2 2 7 5 9 7

Contact

Create/Change Jenna Flower, Mark Dalgarno, Darius Pocha or Emilie Smith
Telephone: +44 (0)203 086 8229
Email: procurement@createchange.io

Planning

Planning service
Yes
How the planning service works
Create/Change services work across all phases from conception and planning through to service retirement. We have particular expertise in the early phases of delivery - helping you come up with a vision and achievable objectives for your work, frame the problem, and generate alternative solutions and plan a viable roadmap. We have conducted significant numbers of Discovery and Alpha projects to help make sure you are set up for success when scaling up delivery.

In planning, as at other stages, you’ll have a dedicated Create/Change account manager and local delivery lead to ensure success.

Our practitioners have long experience in the public sector and work to the Technology Code of Practice, Service Standard and Service Manual. We communicate our findings and recommendations clearly and concisely at every step.
Planning service works with specific services
No

Training

Training service provided
Yes
How the training service works
Every Create/Change consultant takes capability-building in our clients seriously. In our public sector work we deliver side-by-side with public servants and upskill them through on-the-job training, shadowing, coaching and mentoring, as well as carrying out formal and informal training sessions. We also often bring in ‘critical friends’ free of charge to the client for support and challenge sessions to help your team improve.
Training is tied to specific services
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
We understand that most organisations do not have the luxury of purely developing greenfield services. Our expert practitioners will work collaboratively and transparently with you to help you migrate to the Cloud or between Cloud platforms in an efficient, effective and low-risk manner. We have experience of setup and migration of cloud services of all sizes and complexities and can support delivery on commonly-used cloud platforms including GOV.UK PaaS.

See our detailed service definition for more information.
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
QA and performance testing is built into our agile approach to service delivery. We use a phased, incremental delivery approach to create value quickly and get fast customer feedback. This ensures we always have a high quality, well-tested product throughout delivery

In earlier phases of delivery, QA can be conducted with expert ‘critical-friend’ review, peer-review or through standard show & tells.

Security testing

Security services
No

Ongoing support

Ongoing support service
Yes
Types of service supported
Hosting or software provided by your organisation
How the support service works
Ongoing vendor relationship management.

Service scope

Service constraints
No

User support

Email or online ticketing support
Email or online ticketing
Support response times
Within 1 working day. Mon-Fri only.
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
Client or stakeholder support levels are negotiated at contract stage

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

Social Value

Social Value

Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

Fighting climate change

Create/Change has been Net Zero for two years through certified carbon offsetting schemes, and we are committed to continuously reducing our emissions as outlined in our public Carbon Reduction Plan, in accordance with PPN/06/21. We collaborate closely with supply chain partners on carbon reduction ideas tailored for digital agencies. For instance, our partner SR2 plants a tree for every placement they make.
Our delivery teams work proactively with clients to identify and implement practices that minimise travel and other environmental impacts across all our contracts' lifetimes. Measures include deleting large, redundant files like video recordings to reduce hosting carbon emissions. For each contract, our team conducts a thorough assessment utilising our checklist of common impacts and brainstorming contract-specific impacts. We agree on a tailored delivery approach that best mitigates environmental impacts, such as fully remote working/choosing greener technologies/implementing lower-impact designs.
We have joined the "Go Climate Positive" carbon certification programme, achieving the "Carbon Footprint" Certificate, attesting that we have calculated our full Scope 1, 2 & 3 carbon footprint and defined a carbon reduction plan aligned with limiting global warming to 1.5°C. Our offices are paperless, and we only purchase refurbished/reconditioned office equipment.
In the future, we will investigate greener options for broadband and encourage our contractors and employees to switch to electric vehicles and green energy suppliers. We are exploring the Cycle to Work scheme to further minimise the environmental impact of employee travel. Additionally, we will make our clients aware of our plans to reduce carbon emissions and ask suppliers for their carbon reduction plans. Our Carbon Literacy Certified Operations Manager works with suppliers and employees to share learning and ideas to mitigate our business's environmental impact.
We choose our workplaces according to their carbon neutrality, such as our London office provider, Huckletree, who are BCorp certified.

Tackling economic inequality

We sustain a diverse range of people and skills within our supply chain. To create new career pathways, we support activities encouraging individuals into digital roles and partner with organisations sharing our commitment to social value.

We appointed Socially Responsible Recruitment (SR2) as our sole recruitment partner due to their commitment as a certified B Corporation. In their first five years, they donated over £200,000 and contributed more than 1,200 volunteering hours. Our Bristol workspace was chosen due to their commitment to supporting the local community through a food bank profit share initiative.

Recognising the shortage of experienced technology workers in Wales, exacerbated by indices of multiple deprivation, we've collaborated with the Welsh BAME National Youth Forum. Our joint efforts increased job readiness among recent IT/digital graduates facing barriers.

In England, our self-funded work with low-attaining BAME students focused on co-designing freely distributed tools to help them better showcase skills. These workshops were filmed by Sky TV for wider impact.

Create/Change co-founder Mark Dalgarno personally supported Codebar, running free programming workshops for minority tech community groups. We also financially sponsored Design Club providing design skills to teenagers through school activities.

Our skills development programme provides employees with an annual personal training budget. We also pay for fees/time off for all employees to follow a course of their choosing once a year, on top of vocational CPD – recognising the individuality of our staff. We also provide mentoring to client staff as part of our commitment to ongoing development.

We proactively utilise locally-based organisations in our responsible supply chain, supporting business growth. As Prompt Payment Code members, we demonstrate our commitment to supporting our supply chain through timely payments.

Equal opportunity

We are dedicated to building an inclusive, diverse workforce that reflects the communities we serve. Our staff composition maintains at least a 50:50 split of female to male employees, currently standing at 70:30. Notably, one-third of our leadership is female, and one-third is from a BAME background. We are also signatories of the Tech Talent Charter, demonstrating our commitment to drive positive change around tech inclusivity.

Our comprehensive EDI policies cover all aspects of the employee lifecycle. A named Director holds responsibility for upholding EDI principles. We also have a dedicated Slack channel where colleagues can share resources to enhance awareness/drive positive actions. All EDI policies are available to all staff/affiliates via our staff handbook. We monitor our performance, report on metrics, and hold ourselves accountable for continuous improvement in this area.

Our recruitment process prioritises inclusivity and accessibility to create opportunities for underrepresented groups. We use linguistic gender decoders to check job descriptions/ads for subtle bias. During the initial application stage, all personally identifiable information is removed to enable unbiased evaluations based solely on relevant skills/experience. We also share interview questions in advance, gender balance our interview panels, and regularly review processes to enhance inclusivity.

We prioritise diversity and inclusion in client team formation and incorporate diversity and inclusion data as a key service KPI.

We are a Real Living Wage Employer. Our skills development programme provides employees an annual personal training budget to pursue work/personal development courses of their choice; alongside a staff mentorship upskilling initiative. Our flexible working policy accommodates diverse needs regarding hours/location. Other policies are regularly implemented to accommodate the specific requirements of our diverse workforce - for example menopause-friendly policies, and enhanced maternity/paternity pay.

Our future roadmap includes implementing Employee Resource Groups, attaining Disability Confident Employer status, and conducting annual gender pay reporting.

Wellbeing

We promote employee wellbeing by keeping four core commitments at the heart of our people management:

We take a supportive approach to leave and benefits. Our annual leave allowance has recently been increased, and we monitor leave and working hours to encourage sustainable paces. We have a fair sickness policy which grants paid compassionate leave - future plans will extend sick leave payments beyond statutory minimums.

We promote staff development. All employees receive a generous annual training budget representing a significant contribution to the welfare of staff with real benefits to our clients. We pay fees/provide time off for each employee to pursue a course of their choosing annually, beyond vocational CPD; recognising individuality and varied interests of our diverse team. Regular performance appraisals, personal development reviews, and 1:1s provide attainable, interesting goals to motivate staff.

We promote a sustainable working culture. Overtime is discouraged, and we encourage TOIL to prevent burnout. Mental health/physical wellbeing discussions are normalised, with our operations team qualified as mental health first aiders to offer support. A dedicated Slack channel raises awareness on wellbeing. Staff health is monitored through regular check-ins/daily stand ups.

We encourage work/life balance. Our flexible working policy enables staff to contribute on terms suiting their needs. We support gradual returns to work – supporting parents and those who have been sick long-term. Our remote work arrangements reduce our carbon footprint while allowing staff to choose work environments suitable to their needs. We provide ergonomic office equipment and encourage regular breaks.

We regularly engage with employees and encourage feedback. As we scale, we are actively reviewing HR systems to monitor/analyse metrics related to employee experiences. This ensures that our commitments/roadmap effectively support all individuals, the current success of which is reflected in our high employee retention rates

Pricing

Price
£465 to £1,602 a unit 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 procurement@createchange.io. Tell them what format you need. It will help if you say what assistive technology you use.