Awarded to Criteria Fieldwork Ltd

Start date: Saturday 1 July 2017
Value: £28,080
Company size: SME
HM Land Registry

User Research participants

4 Incomplete applications

4 SME, 0 large

7 Completed applications

7 SME, 0 large

Important dates

Thursday 16 March 2017
Deadline for asking questions
Thursday 23 March 2017 at 11:59pm GMT
Closing date for applications
Thursday 30 March 2017 at 11:59pm GMT


Summary of the work
Seeking a supplier who will provide users with the description provided. Users should not be briefed too much about the testing of the service as they should come with an open mind. Suppliers should provide a copy of the screener they send to the participants.
Research dates
Two/Three sessions per month from April 2017 - Dec 2017
Organisation the work is for
HM Land Registry
Budget range

About the work

Early market engagement

About the research

Description of your participants
Members of the public who own a property OR have interest in property/land, as the testing may involve users viewing their own property. OR in some cases may require members of public who have recently re-mortgaged or are in the process. *General criteria for all participants* -Spread of males and females - Over 18 years old (ideally a mix of ages) -Spread of socio-economic groups - 2/6 of people should be low confidence internet users on a computer - Ideally mix of ethnicity.
Assisted digital and accessibility requirements
Users must have limited digital capability - i.e. low experience, skills, confidence, ability and/or motivation).
Research plan
We will get users to perform up to 3 tasks max, intention is to see if users can continue journey unaided in the service being developed. We may also test on different devices. Research brief will be sent prior to testing
Research location
Government Digital Service, Aviation House, 125 Kingsway, Holborn WC2B 6NH OR other Government locations in England and Wales/Land Registry Offices
Access restrictions at location
Names and times to be confirmed by agency at least a day or two days prior to the session so access passes to the building can be arranged.
Number of research rounds
Two/ Three sessions per month
Number of participants per round
Six participants
How often research will happen
Two to three times a month or when the need arises, but two weeks notice will be given
Evening or weekend research

Additional information

Additional terms and conditions
The research is face-to-face and will primarily take place at Aviation House, usability lab, 125 Kingsway, Holborn, London, WC2B 6SE. However, research location may vary to fit the requirement. For the facility in the lab we will be booking a normal usability setup with internet connection and we will be recording the sessions. There will be other members of the team in the observation room to observe the tests.

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 recruit users for remote usability testing (including briefing and checking)
  • Ability to recruit users for face to face usability testing
  • Ability to recruit users for phone interviews
  • Ability tor recruit users for field (on site workplace) interviews.
  • Ability to reach participants in hard-to-reach senior decision-making roles in businesses in different locations of England and Wales
  • Ability to manage and deliver incentives, if you deem necessary, for the recruit.
  • Provision of a single point of contact to work with Land Registry throughout the engagement.
  • Point of contact to reliably respond to communications by email or phone within 1 hour to 1 day (depending on the scenario).
  • Once the brief is set up, supplier must be able to complete recruitment recruit ideally within a 1-2 week window.
  • Arrange and manage participants, ensuring their attendance at the research.
Nice-to-have skills and experience
  • Ability to recruit for face-to-face in-depth interviews (mostly in London but potentially in other areas of England and Wales too)
  • Ability to provide a research lab, set up for usability testing (in London or other areas of England and Wales)
  • If recruiting for face-to-face interviews, the ability to provide a person to "meet & greet" participants at the research location and show them into the research sessions.
  • Ability tor recruit users for field (on site workplace) interviews.

How suppliers will be evaluated

How many suppliers to evaluate
Proposal criteria
  • Supplier must have skills of recruiting Assisted Digital users (users with low digital skills).
  • Nice to have supplier who can provide users at a short notice i.e. (one - two weeks).
  • Breakdown of costs required and non attendance or users not meeting the required spec, refund to be given.
  • Approach to recruiting specialist participants
  • Recruitment should be done through a variety of channel, not just through digital routes (email groups or social media)
  • Evidence to ensure those less digitally skilled are included.
  • Screener info should be shared with Land Registry so we can see how users have been recruited to fit the required description.
Assessment methods
Written proposal
Evaluation weighting

Technical competence






Questions asked by suppliers

1. Can the research be undertaken at an agreed regional location where the conditions could be replicated in a controlled manner. This would offer significant cost savings, provide a diverse view point and cover a wider demographic in the overall research consideration of the key objectives.
Yes we wouldn’t have a problem in agreeing to a regional location where we can achieve the required outcome.
2. How much is providing 'meet and greet' personnel important in the evaluation? Could you provide a couple of more examples of on-site workplace interviews? Also could you explain when the proposal of costs are to be submitted 'Breakdown of costs required and non attendance or users not meeting the required spec, refund to be given.'? since in the initial submission on interest never asked for this cost breakdown.
The ‘meet and greet’ personnel is not imperative as the researcher can do the introduction themselves. With workplace interviews we are referring to face to face informal conversation with employees of an organisation if required. There would be a set of questions but will not be a formal structured research session.
For cost breakdown we like a breakdown of charges. Eg, charges for users, incentive offered, admin costs etc. With regard to users not showing up for research we need to know what your agreement is, will you refund for no show or users being off the required spec.