Awarded to Web Usability

Start date: Tuesday 14 April 2020
Value: £20,835
Company size: SME
Money and Pensions Service

Pension Income Drawdown User Participation and Lab Environment

3 Incomplete applications

3 SME, 0 large

2 Completed applications

2 SME, 0 large

Important dates

Thursday 23 January 2020
Deadline for asking questions
Thursday 30 January 2020 at 11:59pm GMT
Closing date for applications
Thursday 6 February 2020 at 11:59pm GMT


Summary of the work
MAPS are seeking an organisation to provide a 'one stop solution' for research participants together with a suitable lab environment (London) to carry out user testing to enable MAPS to measure user engagement and understanding of a new web-based tool for consumers (General Public) seeking pension guidance.
Research dates
Round One 17-22/2; Round Two 24/2-6/3; Round Three 11-22/05
Organisation the work is for
Money and Pensions Service
Budget range
Budget £7,000 (incl. VAT) maximum per round of testing, this should include:
a) A fully equipped user testing lab (London Zone 1 to 3)
b)Creating a suitable test script
c) Recruiting suitable research participants that meet the criteria provided by MaPS
d) Incentives for research participants
e) A User Researcher to facilitate the testing sessions
f) A follow-up report with recommendations of the testing (including supply of videos of the sessions)

About the work

Early market engagement

About the research

Description of your participants
We require a balance of gender and pension pot size and expect that all participants should:
1. be in or approaching retirement, aged 55+
2. have the majority of their pension savings in a defined contribution (DC) pension - not a defined benefit (DB) pension
3. be considering accessing their DC pension
4. have basic online skills
5. be able to attend user testing within central London (zones 1-2)

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
Maps would expect at least one individual for each round to fit the profile of low technical and web ability.
Research plan
The current tool has been developed in beta and can be found here -

MAPS are looking to amend the tool to take forward recommendations from the FCA's Retirement Outcomes Review on Investment Pathways:

We want to test a prototype of the amendments ahead of undertaking any development work.
Research location
Research and lab environment to take place in central London travel
(Within zones 1-2 and 3).
Access restrictions at location
Number of research rounds
Number of participants a round
Minimum viable number of individuals will be 6 people for each round
How often research will happen
One full day per round of user testing on a weekday, between 9am-5pm
Evening or weekend research

Additional information

Additional terms and conditions
Shortlisted Supplier taken forwards to the detailed evaluation stage will be required to register onto the MAPS e-sourcing portal

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
  • Must be able to recruit appropriately to specified criteria and provide both research participants and a lab environment
  • Must be able to supply a moderator and a note taker for each test
  • Must have recent (within one year) web usability experience
  • Must have ability to provide report on test within 5 working days
  • Must be able to effectively ramp up / stand down resources at short notice (72 Hrs))
  • Must have ability to on-board/recruit people aged 55+ with a defined contribution pension to meet the required outcome criteria
  • the ability to deliver user testing on the dates specified, subject to contract
  • Must have ability to deliver both the research participants and lab environment within central London (zone 1-2-3)
  • Must have a fully equipped user lab with as a minimum live streaming, video and audio recording,computer and mobile display
  • The Lab must have as a minimum space to accommodate 6 to 8 people with technical support if required
Nice-to-have skills and experience
  • Ideally has experience of working on pensions or financial services products
  • Provide small video highlight clips as part of reporting
  • Ability to provide project support to MAPS UX team
  • Lab facilities to provide, eye tracking, refreshments, meet and greet from reception,waiting area

How suppliers will be evaluated

All suppliers will be asked to provide a written proposal.

How many suppliers to evaluate
Proposal criteria
  • Your provision of a suitable lab that matches requirements and location 10%
  • Your approach to recruiting and receiving specialist and harder to find participants 10%
  • Your estimated time frames for the work 10%
  • Your data protection process, including measures to protect the data subject, their rights and deleting participants data 10%
  • Your management of participants to ensure quality and attendance 15%
  • The anticipated risks and dependencies and your approaches to managing them, including contingency planning for cancellations or no-shows 15%
Additional assessment methods
Evaluation weighting

Technical competence






Questions asked by suppliers

1. To clarify, does the supplier need to Undertake the full project (not just recruit participants and provide lab environment) i.e.:
• Prepare facilitation guide
• Recruit and manage testers
• Provide a lab or remote viewing facilities
• Undertake the research moderation
• Deliver a full report on the testing outcomes
The supplier will need to undertake almost the full project. They will need to recruit and manage testers, provide a lab or remote viewing facilities (for rounds 2 & 3 a lab is required), moderate the research, and deliver a report on the testing outcomes. MaPS will prepare the test script and build the prototype.
2. Notification: Clarification Question 1 and Response Provided.
Please disregard Clarification Question 1 together with response to this question as it was published in error and refers to another MaPS requirement.
3. I do mean this question with respect to ‘Pension Income Drawdown User Participation and Lab Environment’ opportunity...

To clarify, does the supplier need to undertake the full project (i.e. not just recruit participants and provide lab environment) i.e.:
• Prepare facilitation guide
• Recruit and manage testers
• Provide a lab or remote viewing facilities
• Undertake the research moderation
• Deliver a full report on the testing outcomes
MaPS apologise for the mix up and have provided the following response:

Prepare facilitation guide in collaboration with UX designer at MaPS
• Recruit and manage testers supplier to manage this
• Provide a lab or remote viewing facilities supplier to facilitate this
• Undertake the research moderation supplier to do this
• Deliver a full report on the testing outcomes supplier to do this