User Research Participants for Digital Identity​

Description

Summary of work To provide participant recruitment services for user research in the One Login Programme at GDS. Where the research will take place London Who the organisation using the products or services is GDS is delivering One Login; a single, ubiquitous way for users to sign in and, where necessary, prove their identity to access government services that are secure and user-centred. Number of research rounds We expect to perform on average one round of research every week, however this is variable. We will usually give at least 2 weeks notice for a commission, although it would be good if the supplier could provide participants with less notice than that. Number of participants per round We will usually require around 6 participants per round but we would like to have the flexibility to occasionally ask for more or for fewer. In some rounds of research we will require spare participants. A spare participant is someone who will be there to stand in for any cancellations. Research dates Research will run on a weekly basis until completion of the contract How often research will happen We expect to perform on average one round of research every week, however this is variable. We will usually give at least 2 weeks notice for a commission, although it would be good if the supplier could provide participants with less notice than that. Research location Research will mostly take place remotely and in Government Digital Service office address: The White Chapel Building, Whitechapel High Street, London, E1 8QS. Occasionally, research may take place across other UK locations, for example Manchester, Newcastle, Birmingham, Bristol, Cardiff, etc.) On some occasions we may also want to go to the participant's home to do research. You must be able to provide participants with accessibility needs to take part in this kind of research. You must be able to put us in contact with the participant so we can check their requirements and confirm arrangements in advance. Access restrictions at location The White Chapel Building is fully accessible. The accessibility of other locations cannot be guaranteed and will be discussed on a case by case basis. Description of participants All of the participants: Must be open to using digital/online services. This will exclude people who are absolutely unwilling to do so at any point in the future Must be willing to be photographed and recorded on video during sessions Must be willing to use a computer during sessions Must bring reading glasses or other aids required for using a computer None to have taken part in a group or depth interview in the previous 6 months, or more than 3 in the previous 2 years None to work in Government, Local Government, Market Research, Web Design, Journalism, Public Relations, Advertising or Marketing None to have attended any kind of research for GOV.UK Verify or GDS Digital Identity in the last 3 years. Good spread of ages (18 years and over) Even split of male/female Good spread of socio-economic groups and geographical location (UK) Around 40% of participants per round to be general computer users: Hold a valid UK driving licence or passport From time to time we may also require some participants who have previously used online government services such as completing a self-assessment tax return online, or renewing tax credits, or who receive particular benefits From time to time we may also require some participants who have existing accounts with particular banks or online companies. Around 20% of participants per round to have a low level of digital/online skills and confidence. Participants who would struggle with common online tasks such as using social media, online shopping, online banking or mobile apps. Participants must not be recruited online: consider recruiting face-to-face e.g. at the Citizens Advice Bureau, or contacting 3rd sector organisations or using telephone interviews Paired sessions: some participants may already be getting help from another person to do things online. For instance, this may be a family member or friend showing the participant how to use email, complete a job application form or an online purchase. The helper would be someone who is more confident than the participant in using digital/online services, and we’d encourage the participant to bring their helper along to the session (we have not included the helper in the overall numbers of participants above, and the helper cannot also be recruited as a primary respondent). Ideally, we are looking for 1 participant per round to attend the session with their helper. The helper must meet all the criteria outlined in ‘General population’ above and should be provided with a cash incentive As part of your response, please outline how you plan to recruit participants from this segment. We understand that this segment may be challenging and would hope to see evidence of your capability in this area. One good way to provide evidence of this capability would be recent examples of successful recruiting similar groups At least 1 participant per round to have low trust using services online. For example: Have been the victim of internet fraud Have had a bad experience of doing something online Would describe themselves as being worried when they are doing things online (for example, online shopping, or using a registering for something online) At least 1 participant per round to meet some of the following criteria: Age under 20, typically over 18 but occasionally from 13 Age over 75 are unemployed, or ‘economically inactive’ have changed their name or gender do not have a suitable UK address history (find it difficult to pass address history checks) do not have a good financial footprint (thin file) do not have a valid UK photo ID (passport or driving licence) Accessibility research - At least 1 participant per round with a disability. We will require one participant with one of the following kinds of disability: - severe visual impairment (i.e. user of screen reading software) - moderate visual impairment (i.e. user of screen magnifying software) - mild visual impairment - severe dyslexia - deafness - mild motor impairment (e.g. rheumatoid arthritis that affects ability to use computers) - moderate motor impairment (e.g. use of one hand) - colour blindness - Autistic spectrum - mental health conditions Assisted digital and accessibility requirements Describe accessibility requirements: Accessibility research - At least 1 participant per round with a disability. We will require one participant with one of the following kinds of disability: - severe visual impairment (i.e. user of screen reading software) - moderate visual impairment (i.e. user of screen magnifying software) - mild visual impairment - severe dyslexia - deafness - mild motor impairment (e.g. rheumatoid arthritis that affects ability to use computers) - moderate motor impairment (e.g. use of one hand) - colour blindness - Autistic spectrum - mental health conditions Occasionally we will require participants who use assistive technology to perform online tasks Budget Indicative maximum: £150000 Indicative minimum: The contract value is not specified by the buyer