Awarded to Web Usability

Start date: Monday 22 February 2021
Value: £134,583
Company size: SME
Money and Pensions Service

20-105 MaPS Customer Centric Design and Testing

2 Incomplete applications

2 SME, 0 large

8 Completed applications

8 SME, 0 large

Important dates

Thursday 3 December 2020
Deadline for asking questions
Thursday 10 December 2020 at 11:59pm GMT
Closing date for applications
Thursday 17 December 2020 at 11:59pm GMT


Summary of the work
The successful partner will supply:
• Preparation, moderation, and documentation of internal workshops;
• Test participant recruitment across a broad range of user needs;
• Remote and Online testing tools to support moderated and un-moderated testing;
• Test moderation, discussion guides, and analysis.

Some activities may require a TESTING LAB.
Research dates
1st February 2021 - 31st March 2021 Schedules will be determined after award on an as-needed basis.
Organisation the work is for
Money and Pensions Service
Budget range
MaPS is looking to procure a draw down contract with a single supplier to drive consistency in the approach to user testing for our Customer centric design & testing project reference 20-105.

All work is to be estimated by the supplier and agreed by MaPS prior to commencing work, who will then proceed on a time and materials basis billed against the total for the contract.

The project budget is up to £134, 583 (Excluding VAT) for all testing through to 31 March 2021.

About the work

Early market engagement
Not applicable

About the research

Description of your participants
Research participants profiles will vary by project. Some indicative examples:

Struggling credit dependent: age 25–45, < £30k/yr household income, at least one child at home, sometimes worry about bills, have considered a payday loan.

Younger squeezed: age 18–34, £25-50k/yr household income, not a student, sometimes use credit card or overdraft for food/bills, often worry about bills.

Squeezed pre-retired: age 50–64, £25-50k/yr household income, at least one full-time employed in household, at least 1 defined contribution pension, actively planning to retire.

(Internal workshops will be attended by MaPS colleagues, list supplied by MaPS).

All participants must:
• Have least basic online skills;
• Be willing to be recorded or filmed;
• Not have participated in user research in last 6 months;
• Not employed by a financial advisory service;
• Have been living in UK 3+ years;
• No more than 3 of the same ethnicity per round;
• Approximately 50-50 split between men/women 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
MaPS is currently merging three legacy websites. Customer-centred design and testing are imperative to ensure we meet our customers’ needs. The next phase will create and test end-to-end customer journeys and test the site and associated digital products in their entirety.

This supplier will provide:

• Preparation, facilitation and documentation of internal workshops
• Recruitment of participants meeting a range of profiles
• Software tools to support moderated and unmoderated testing
• Test discussion guides, moderation and analysis
Research location
Remote and London
Supplier must provide the video conference/desktop viewing software for remote testing/workshops or the lab/meeting room for in-person testing/workshops (if any).
Access restrictions at location
If used, lab or meeting space must be accessible to persons with mobility, vision or other disabilities including wheelchair users.
Number of research rounds
To be determined
Number of participants a round
Between 6 to 12
How often research will happen
To be determined
Evening or weekend research

Additional information

Additional terms and conditions
Use of standard CCS Terms and Conditions only.

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 deriving actionable results from user research activities such as moderated and unmoderated prototype tests, card sorts, and tree tests;
  • Demonstrated experience conducting remote user research, including testing prototypes on both desk–/laptop and mobile platforms;
  • Demonstrated experience planning and facilitating workshops with multi-disciplinary teams for discovery, ideation, prioritisation, and post-mortem evaluation.
Nice-to-have skills and experience
Experience researching pensions, government benefits, credit/debt, debt counselling, job loss/redundancy or other potentially sensitive topics.

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;
  • Approach to workshop planning and facilitation to ensure actionable outputs, including preparation, participant briefing & guidance, and post-workshop analysis and documentation;
  • Ability to adapt to external events (e.g. COVID-19) and short (1 week or less) lead times;
  • 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

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