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
- Published
- 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
Overview
- 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. - Location
- London
- 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
- 3
- 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
35%Availability
30%Price
35%
Questions asked by suppliers
No questions have been answered yet