This opportunity is closed for applications

The deadline was Friday 9 October 2020
Money and Pension Service

3-2-1 Customer journey UX testing, ref. 20-124C

2 Incomplete applications

1 SME, 1 large

10 Completed applications

8 SME, 2 large

Important dates

Friday 25 September 2020
Deadline for asking questions
Friday 2 October 2020 at 11:59pm GMT
Closing date for applications
Friday 9 October 2020 at 11:59pm GMT


Summary of the work
The work is 2 rounds of remote moderated user research for each of 3 customer journeys. Each round will run over 3 days and include 18 research participants (6 per journey).
South East England
Research dates
October/November 2020
Organisation the work is for
Money and Pension Service
Budget range
£30,000 (Including VAT)

About the work

Early market engagement

About the research

Description of your participants
Struggling credit dependent 2/round (4 total) -Younger squeezed 2/round (4 total) -Squeezed pre-retired 2/round (4 total)

Redundancy/Reduced income journey   -Struggling younger adults 2 per round (4 total) -Squeezed families 2/round (4 total) -Squeezed pre-retired 2/round (4 total)

Redundancy/reduced income journey  - Must be the main/chief income earner -Must not live with parents -Must work in the private sector

Near retirement journey - Squeezed pre-retired 2/round (4 total) -Cushioned confident older families 2/round (4 total) -Cushioned empty nesters 2/round (4 total)
Near retirement journey :Have at least 1 Defined Contribution pension (i.e. you/your employer choose what to pay in)
Are actively considering taking money out of their pension

All participants for all journeys -At least basic online skills-Willing to be recorded or filmed -Cannot have participated in user research in last 6 months -Cannot work in digital media, market research, design, psychology or related field - Not employed by a financial advisory service
Living in UK 3+ years- No more than 3 of the same ethnicity per journey per round- 50-50 split between men/women on each journey for those who identify as one or the other (nonbinary participants welcome, they just do not count toward gender split)
Assisted digital and accessibility requirements
Research plan
About the work
The first round will be aimed at testing the overall concept. Activities may include interviews, discussion of a journey map or diagram, and high-level prototype or static mock up.
Round 2 will take place 3 weeks later and test more specific interactions. Activities may include interviews and task-based prototype testing.
Research location
Access restrictions at location
No face to face research interactions advised
Number of research rounds
2 rounds of remote moderated user research for each of 3 customer journeys.
Number of participants a round
3 days and include 18 research participants (6 per journey).
How often research will happen
The work is 2 rounds of remote moderated user research for each of 3 customer journeys. Each round will run over 3 days and include 18 research participants (6 per journey).
Evening or weekend research

Additional information

Additional terms and conditions
will use standard CCS T&C

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
  • Ability to start the project within 1 week of award
  • Ability to recruit required users within 1 week of project initiation
  • Demonstrated experience providing user research participants for consumer-facing financial services and/or government
  • Demonstrated experience creating discussion guides and facilitating qualitative user research to achieve supplied learning objectives
  • Demonstrated experience deriving actionable results from user interviews and task-based prototype tests
  • Demonstrated experience identifying, prioritising and communicating design and usability issues
  • Demonstrated experience conducting remote user research, including testing prototypes on both desk–/laptop and mobile platforms
Nice-to-have skills and experience
  • Experience researching pensions, government benefits, credit/debt, debt counselling, job loss/redundancy or other potentially sensitive topics
  • Experience with research techniques such as first impression tests, discussion of journey maps or task flows, semi-directed prototype reviews, and task-based prototype tests

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 and managing attendance, including dropouts
  • Approach to conducting remote user research, including both desk–/laptop and mobile prototypes, including discussion guide creation and reporting
  • Ability to adapt to external events (e.g. COVID-19)
  • How they’ve identified risks and dependencies and offered approaches to manage them
  • Knowledge of financial services/guidance industry
  • Estimated timeframes for the work
  • Total price
Additional assessment methods
Evaluation weighting

Technical competence






Questions asked by suppliers

1. Will you provide the prototypes for testing?
2. Can you provide a bit more information about your thinking around discussion of journey maps or task flows & semi-directed prototype reviews?
the first round of testing will focus on our understanding of the problem, the existing customer journey and our design concept. Details of the test will depend on the design concepts, which are in progress. example of how this might work, in the past I have asked participants to describe a time they experienced a problem like the one we’re addressing.The second round will be a standard prototype usbility test. Participants will be shown a low-fidelity Axure prototype and asked to complete a series of tasks while talking aloud about their thoughts, feelings, and reasons for their choices and actions.
3. Can you advise on the type of analysis and reporting you are looking for?
In the first round (see description in the previous answer), we look for qualitative analysis of feedback from customers including mismatches between our journey and the way customers actually address the problem, relevant insights about how customers think about the problem, and opportunities for additional ways to help customers both with their immediate problem and with their overall financial wellbeing.
In the second, we look for usability problems with the prototype and issues with the design as revealed by user behaviour, comments and success or failure with the tasks.

reports can be delivered in whatever format best conveys(include all information)
4. You state "Ability to recruit required users within 1 week of project initiation" – do you mean you have a 1 week lead time to have all participants recruited or that recruitment needs to commence within 1 week of project initiation?
We have 1 week lead time to recruit the 18 users needed for the first round of testing. We will then have two weeks after the first round to recruit the 18 users for the second round. That is, if the project commences 16 Nov, the first round of tests would be held the following week commencing 23 Nov and the second round would be held three weeks later in the week commencing 14 Dec.
5. What are you requirements for reporting? Would you require a deck and presentation, or would a spreadsheet log of issues and recommendations be sufficient?
See answer to Q3.
6. Please can you confirm that you require participants as well as a researcher to carry out her testing on the prototypes?
Yes, we require both participants and a moderator/researcher.