This opportunity was withdrawn on Wednesday 15 January 2020

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Money and Pensions Service

Retirement access options tool. User testing

3 Incomplete applications

3 SME, 0 large

2 Completed applications

2 SME, 0 large

Important dates

Thursday 9 January 2020
Deadline for asking questions
Thursday 16 January 2020 at 11:59pm GMT
Closing date for applications
Thursday 23 January 2020 at 11:59pm GMT


Summary of the work
MaPS income drawdown comparison tool is being amended and updated to include investment pathways. These pathways must be comparable on our products results page in a way that is helpful to consumers. These are complex financial products, the user journey must be informative, easy to navigate and give appropriate guidance.
Research dates
Start - end of Jan 2020
Organisation the work is for
Money and Pensions Service
Budget range
£7,000 maximum per round of testing, this should include at test lab hire, recruitment and incentives, a user researcher to facilitate the sessions, a follow-up report of the testing including supply of videos of the sessions.

About the work

Early market engagement

About the research

Description of your participants
All users must be of or approaching retirement age (55+). All users must have the majority of their pension savings in a DC pension (not a DB pension). A good balance of gender and pension pot size.

Customer A - People that maybe considering starting to drawdown on their DC pension pot, e.g. a friend has told them that income drawdown is a good way to take a pension.

Customer B - Potentially more informed people who want to choose income drawdown as their pension pot access option and may us a financial adviser or be sign-posted to guidance service by their pension provider. These people could be either advised or non-advised. These people may have had guidance previously.

Customer C - People already drawing down on their pension savings and are looking to switch pension provider.

Customer D - People who are still unsure of what their pension options are at retirement but want to know what their options are.
Assisted digital and accessibility requirements
Research plan
There is current tool in beta that has been developed and can be found here -
It will be amended to take forward recommendations from the FCA's Retirement Outcomes Review:
We want to test a prototype ahead of dev work.
Research location
Central London lab with the following facilities:
Space for 6-8 people to view test
A moderator/user researcher to liaise with our UX
A note taker
Eye-tracking (nice to have)
Live streaming
Ability to supply videos of the testing in a format to be specified by us.
Ability to provide reporting within 7 working days of test
Provide small video highlight clips (nice to have)
Access restrictions at location
Number of research rounds
Number of participants per round
How often research will happen
One full week day 09:00 - 17:00 x 3
Evening or weekend research

Additional information

Additional terms and conditions

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
  • Have financial service experience with complex financial products
  • The supplier must be able to recruit appropriately to specified criteria
  • Most be able to supply a moderator and a note taker for each test
  • Must have web usability experience
Nice-to-have skills and experience
  • Experience recruiting older people (55+) for user testing
  • Experience working on pensions

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
  • Experience of financial services work
  • Approach to providing feedback and recommendations based on their testing
Additional assessment methods
Evaluation weighting

Technical competence






Questions asked by suppliers

1. Please can you advise you expectations around the style and detail required in the analysis & reporting?
The expectation would be the supplier would provide a report summarising the key highlights of the testing in a format such as power point (or similar). User profiles, visual annotations of the prototype, short video clips and recommendations are things we would expect to see in a report. Feel free to supply an example of your output report.
2. Are you looking to test in London or elsewhere?
We have observers who live and work locally and would like to attend. For commuting purposes London would be the preferred Location for testing
3. Please clarify the need for a moderator and note taker – we record sessions for the moderator to refer to. This proves more effective and saves costs. Is this approach acceptable
A note taker who sits in with clients during testing often can react quickly to queries and manage expectations better. We often find this approach leads to better outcomes.
4. You don't mention a requirement to create the test discussion guide. Is that something you will provide?
We expect the supplier to create the discussion guide through dialogue with the internal project team at MaPS
5. Please advise your expectations from eye-tracking?
Eye tracking is not essential part of the testing but in conjunction with the videos aids designers with respect to the User Interface artefacts
6. Please advise your required format for videos?
MP4 is the most universal format (Mac and Windows) and would be preferred