Awarded to Rock Kitchen Harris Ltd

Start date: Monday 14 August 2017
Value: £60,000
Company size: SME
NHS Improvement on behalf of Monitor as the contracting body

User research project for digital collaborative products of NHS Improvement corporate site

11 Incomplete applications

10 SME, 1 large

8 Completed applications

6 SME, 2 large

Important dates

Tuesday 6 June 2017
Deadline for asking questions
Tuesday 13 June 2017 at 11:59pm GMT
Closing date for applications
Tuesday 20 June 2017 at 11:59pm GMT


Specialist role
User researcher
Summary of the work
An exciting user research project for NHS Improvement. Improvement requires insights from NHS Providers across the nation. As part of this user research project, we require the organisation of user workshops, focus groups, crowdsourcing and interviews to capture feedback from the users of the current corporate website, to inform development.
Latest start date
Monday 10 July 2017
Expected contract length
Six months with possibility for extension
Organisation the work is for
NHS Improvement on behalf of Monitor as the contracting body
Maximum day rate
£400/per day

About the work

Early market engagement
Who the specialist will work with
The supplier will be working with the NHS Improvement Head of Digital Product Strategy, a product manager and a user research specialist.
What the specialist will work on
For this project, we wish to have a robust plan created to gather user research insights from users (NHS Foundation Trusts and NHS Trusts) to inform the product creation and iteration of the corporate website, NHS Improvement.

Work to include:
-user research plan
-identifying stakeholders across Providers, regional offices, etc for supporting user research
-several roadshows to kick-off user research
-implement crowd-sourcing platform to complement research
-plan, lead and debrief user research focus groups, interviews, workshops
-synthesise and prioritise user research insights
-separate to this project, ad hoc user research on Improvement Hub

Work setup

Address where the work will take place
Service shall be provided mainly at NHS Improvement’s offices in London, SE1. Some limited travel to Users’ sites may also be necessary expenses for any such travel shall be paid in accordance with NHS Improvement’s expenses policy.
Working arrangements
The supplier shall work from NHS Improvement offices as necessary to fully deliver the scope.
Security clearance

Additional information

Additional terms and conditions
Phases of work shall be agreed as individual of statements of work as approved by the Head of Digital Product Strategy

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
  • Experience leading user research for large government organisations like NHS Improvement
  • Experience identifying user research stakeholders
  • Experience organising user research workshops
  • Experience synthesising insights from user research outsputs and making recommendations on priority
  • Experience of working on digital products for large organisation
  • Ability to make clear different profiles of users
  • Experience of full ownership of user research project
  • Experience of setting up crowdsourcing site
  • Experience acting as interviewer in user research interviews or leader in workshops
Nice-to-have skills and experience
  • Experience in conducting user research to support social products
  • Experience working in NHS

How suppliers will be evaluated

How many specialists to evaluate
Cultural fit criteria
  • Be collaborative and transparent when making decisions
  • Share knowledge and experience with the team
  • Work with a one team ethos focused on knowledge transfer
  • Take responsibility for their work
  • Work well with a variety of people at different levels
Assessment methods
  • Work history
  • Reference
  • Interview
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. Please confirm this is the maximum day rate - the skills listed are those typically belonging to a Senior User Researcher, who would command a higher day rate than £400.
NHS Improvement confirms that the maximum day rate is £400.
2. What do you mean by 'Experience in conducting user research to support social products'?
NHS Improvement seeks a supplier who has experience in drawing insights from agile user research to inform the iteration of the social products.

Social products may include but are not limited to online communities, groups, forums, videos, and photo galleries.

User research refers to capturing the end users' feedback and drawing insights from the feedback which will inform product iteration.

User research will be conducted nationally.
3. Please could you confirm if role is inside / Outside IR35?
This request for supplier services falls outside IR35.
4. Please can you confirm if you're looking for one specialist to carry out this work, or a team of specialists? And if a team, roughly how many roles you foresee?
NHS Improvement seeks one specialist to carry out the work.
5. Could you please clarify what you mean by "full ownership of user research project"? This will help us in our response. Many thanks
Full ownership refers to the fact there is not an in-house research team that will be working with the supplier. Therefore the supplier selected will offer the right skills to manage this project independently.
6. If this is a specialist requirement why is called it a Project instead of a named role - or why have you not posted this as a Digital Outcome? It is hard to see by stating the number of specialists, the time required to do the job, the place of work and the day rate how this role could possibly fall outside IR35?
“The scope of the services required has been deemed as being outside of IR35. However, if the features of the engagement change, a further assessment will be made which could change this determination.

The services will consist of the delivery of agreed packages of work under which the supplier will be required to deliver specific outcomes.

A day rate has been specified to reflect the total budget available and this will form the basis of the costing of each work package.

Our expectation is that the services will be delivered through a limited company.”