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Her Majesty's Passport Office

User Research Recruitment with Access Needs and Low Internet Skills

2 Incomplete applications

1 SME, 1 large

1 Completed application

1 SME, 0 large

Important dates

Friday 7 July 2017
Deadline for asking questions
Friday 14 July 2017 at 11:59pm GMT
Closing date for applications
Friday 21 July 2017 at 11:59pm GMT


Summary of the work
Recruitment of users with access needs and low internet skills to participate in user research days for a new digital passport service which allows members of the public to renew their British passport online
Research dates
Between September 2017 and August 2019. Exact dates to be confirmed
Organisation the work is for
Her Majesty's Passport Office
Budget range

About the work

Early market engagement

About the research

Description of your participants
• All to live in the UK and be British nationals
• All to hold a current British passport
• None to have a lost, stolen or damaged passport
• All to be fluent in English
• None to be dual nationals
• Even split of gender
• All must be 26 years or older
• All must have a way to take a digital photo of themselves
• All must be willing to have their photo taken during the research session
• Nobody to be involved in designing or building websites, or any other
• digital products or services
• Nobody to work as a photographer or in photographic services.
• All must be willing to have the research sessions recorded on video
Assisted digital and accessibility requirements
To cover all main types of impairment including:
- Physical disability affecting manual dexterity or mobility
- Hearing loss and deafness
- Vision disability
- Cognitive impairments
- Learning difficulty
- Psychological disorders
- Facial disfigurement
Research plan
For every scheduled lab day we will be conducting five usability sessions with users. On each lab day we require that one participant has an access need and one participant is assisted digital (this may also include access needs). We will always schedule our lab days with at least 10 working days notice. We aim to have at least one lab day taking place each week, during busy times this may increase to two lab days per week.
Research location
A London based research lab is expected to be used or participants home. The exact location to be communicated as each brief is provided
Access restrictions at location
Number of research rounds
A minimum of 10 lab days, plus 5 home visits in 24 months. Maximum 100 lab days over 24 months.
Number of participants per round
2 participants per day in the lab (at least one with access needs and at least one who is assisted digital), 5 participants per round for home visits
How often research will happen
No set schedule and flexibility will be required. We will give 10 working days notice. During peak times we may require two rounds of research to be recruited for per week.
Evening or weekend research

Additional information

Additional terms and conditions

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
  • Can recruit users with mild impairments (3 points)
  • Can recruit users with severe impairments (3 points)
  • Can recruit for home sessions (3 points)
  • Can recruit for mobility and physical impairments (3 points)
  • Can recruit for hearing loss and deafness (3 points)
  • Can recruit for visually impaired and blind (3 points)
  • Can recruit for cognitive impairments inc. dyslexia (3 points)
  • Can recruit users with learning difficulties (3 points)
  • Can recruit users with psychological disorders (3 points)
  • Can recruit users with facial disfiguirement (3 points)
  • Can recruit users of common assistive technologies (3 points)
  • Can recruit genuine assisted digital users (3 points)
  • Can produce screener for recruitment (3 points)
  • Can replace no-shows or wrongly recruited without extra charge (3 points)
  • Can handle payment of incentives to participants (3 points)
  • Can recruit target profiles in the London area (3 points)
Nice-to-have skills and experience
  • Check quality of recruits by phone (2 points)
  • Confirm attendance prior to each session (e.g. night before or morning before) (2 points)
  • Can recruit the target profiles nationwide (around the UK) (2 points)
  • Can provide regular (daily) updates on recruitment progress (2 points)
  • Can provide a document with participant profiles for review (2 points)

How suppliers will be evaluated

How many suppliers to evaluate
Proposal criteria
  • Ability to recruit target profiles
  • Approach and methodology
  • How the solution meets user needs
  • Approach to risk management
Assessment methods
Written proposal
Evaluation weighting

Technical competence






Questions asked by suppliers

1. When will the supplier be awarded the work?
We are planning to award the contract at the end of August 2017 with the contract commencing on the 4th September 2017
2. At what point are we able to share our proposed quote for the work?
Suppliers are asked to state: •if they can meet the essential skills and experience requirements •if they can meet the nice-to-have skills and experience requirements •provide evidence for the skills and experience they say they have. Based on this, we will then produce a shortlist of suppliers and ask for them for detailed proposals and evaluate to find the one that best meets our requirements. The indicative date for the request for proposals is 28th July 2017.
3. What is the clients definition of Psychological disorders? E.g. does this include depression and mild mental health conditions?
The definition of psychological disorder will in the most part refer to people who have been diagnosed by a doctor with depression, anxiety or another mild mental health conditions. For ethical reasons we would not seek to do research with people in a vulnerable state or who is coping with extreme mental illness.