This opportunity was cancelled

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Money and Pensions Service

User research for Mortgage Advisor Directory

6 Incomplete applications

6 SME, 0 large

5 Completed applications

5 SME, 0 large

Important dates

Wednesday 11 December 2019
Deadline for asking questions
Wednesday 18 December 2019 at 11:59pm GMT
Closing date for applications
Wednesday 25 December 2019 at 11:59pm GMT


Summary of the work
The Money and Pensions Service has built a prototype for a new Mortgage Advisor Directory tool. This tool will be a list of FCA approved Mortgage advisors who can offer advice on generic mortgages and there will be a filter for speciality mortgages.
Research dates
January - March 2020
Organisation the work is for
Money and Pensions Service
Budget range
Budget up to £20,000

About the work

Early market engagement
In February 2019 the FCA concluded its market study on the mortgage sector. The market study found that in general the mortgage market was working well, but in one or two areas could be improved. It found that a consumer’s choice of intermediary can have a significant effect on the eventual cost of borrowing, but it is difficult for consumers to find the right intermediary or compare the strengths and weaknesses of individual firms. The FCA and a working group of Stakeholders representing the Mortgage Intermediary Market and Consumers believe that the best solution to this problem would be to develop a consumer facing tool that will help consumers choose an intermediary. Given MaPS current traction with consumers in the mortgage market and its experience in already hosting a successful Directory for firms advising on retirement planning, the Regulator and Working Group asked MaPS to develop and build the tool.

About the research

Description of your participants
All users need to be currently seeking advice or help to find a mortgage.

We need individual users looking for the following types of mortgage;

- Buy-to-let Mortgages
- Shared Ownership Mortgages
- Equity Release Mortgages
- Retirement interest-only Mortgages
- First time buyers

All users need to have at least basic online skills.
Must be prepared to be recorded or filmed.
Assisted digital and accessibility requirements
Research plan
Research location
London - Research to happen in Lab. Supplier must also provide lab.
Access restrictions at location
Number of research rounds
Number of participants a round
How often research will happen
Once a month
Evening or weekend research

Additional information

Additional terms and conditions
- Price must include all incentives, recruitment, and travel and subsistence costs paid to participants.
- The supplier are responsible for paying participants directly
- The supplier must provide a research lab and incorporate this in to the price
- The supplier must provide a viewing area for at least 8 people needs to be available at the research lab. Refreshments should be supplied.

Skills and experience

Buyers will use the essential and nice-to-have skills and experience to help them evaluate suppliers’ technical competence.

Essential skills and experience
  • Financial services research experience
  • Be able to provide a report of all testing rounds a week after it has taken place
  • Provide report summarising all testing
  • Access to full recordings for all users
  • User researcher to work with internal UX designer to prepare research
  • Provide test script
Nice-to-have skills and experience
  • Eye tracking
  • Provide highlights of key points in video format
  • Live streaming via weblink
  • Separate note taker

How suppliers will be evaluated

All suppliers will be asked to provide a written proposal.

How many suppliers to evaluate
Proposal criteria
  • Approach to recruiting specialist participants
  • Estimated timeframes for the work
  • Breakdown of recruitment costs and incentives
  • How they’ve identified risks and dependencies and offered approaches to manage them
  • Knowledge of appropriate market
Additional assessment methods
Evaluation weighting

Technical competence






Questions asked by suppliers

1. Please could you clarify: this has been posted under research participants opportunities but it appears to be more a Research outcomes opportunity because it talks about providing test script, use researcher, report summarising all testing as well as recruiting participants. So, is the requirement just to provide the research participants or is it to provide the full research package?
Full Research Package
2. You've specified the research location as London, however, you've also specified 'Live streaming via weblink'.

Is there a reason this opportunity is only open to organisations based in London? I'm sure there are agencies outside of London who can do this work.
MaPS is based in London, as are the majority of our other stakeholders. We have previously observed these sessions in a room on site with the supplier and we would like to continue this going forward. The weblink was requested purely to facilitate the remote viewing of development teams should they wish to watch.
3. Hi, can we clarify the number of participants you envisage for this project?

You state 3 research rounds, with 6 participants. So this suggests 18 in total. However, you highlight 5 participant groups (first time buyers etc). Therefore do you mean 6 of each participant group (totaling 30) x 3 rounds?

Clarification around this point would be useful.
We require 18 participants (6 Per Round). Each round needs to consist of;

- 3 Participants from any of the following ; First Time Buyer, Buy to let and shared ownership. (does not have to be one of each can be a mixture of)
- 3 participants from either of the following; Equity release and Retirement interest-only (does not have to be one of each can be a mixture of)
4. Is the budget exclusive of VAT?
It is inclusive of VAT