ITT for HES User Experience Research Framework Agreement

Description

Energy Saving Trust is seeking to agree a Framework of experienced user experience research Consultants, who will be appointed to support its digital development on a Call-Off basis. Lot 1: Recurring general user journey and user experience research: complete HES offerings The purpose of this research is understanding the user journeys and user experience across customer advice journeys, websites and interactive tools in a recurring manner. Lot 2: Concept testing: new advice channels, products, and services The purpose of this research is to gain insight into consumer response to new ideas for digital products, which will be used to inform development decisions. Lot 3: Recurring general usability and user experience research: existing interactive tools The purpose of this research is to study specific interactive tools at various stages of development, with a focus on usability and user experience, and support them towards user-led design. This work is likely to be divided up by tool and may require separate methodology. There will likely be an ad-hoc consultancy element as iterations are developed. Lot 4: General usability and user experience research: HES website The purpose of this research is to evaluate the new HES website after it is Live (expected by 31 March 2024), document the new user journey, and understand the new user experience. Lot 5: Recurring accessibility testing: interactive tools The purpose of this research is to ensure that HES Interactive Tools are accessible to all users regardless of ability. This research should be done on a yearly basis and can potentially be included with Lot 2. Accessibility Testing may be required at all stages of development to ensure accessible design is considered from the outset of a project through to completion Lot 6: Persona development HES marketing personas are a key tool in the delivery of our marketing activity, through targeting, messaging and channel selection. They provide a fictional, target audience member in order to represent a certain demographic. In doing so, they require to be updated regularly in order to maintain validity. Home Energy Scotland would typically require personas to be updated every two years.