London Borough of Lewisham

UX research, testing and web design

Incomplete applications

9
Incomplete applications
6 SME, 3 large

Completed applications

22
Completed applications
21 SME, 1 large
Important dates
Opportunity attribute name Opportunity attribute value
Published Friday 8 September 2017
Deadline for asking questions Friday 15 September 2017 at 11:59pm GMT
Closing date for applications Friday 22 September 2017 at 11:59pm GMT

Overview

Overview
Opportunity attribute name Opportunity attribute value
Summary of the work The consultant will user test:
• website pages
• information architecture elements
• 15 service design patterns
• forms
• UI on mobile

Deliverables:
• testing and research results and documentation
• accessible UX elements (wireframes, html) and design solutions
• visual design for: homepage, landing and content pages, forms
Latest start date Wednesday 1 November 2017
Expected contract length 3 months
Location London
Organisation the work is for London Borough of Lewisham
Budget range £50,000 - £60,000 (broken down: around £40-£50K for user testing and UX solutions development, £10K for graphic design)

About the work

About the work
Opportunity attribute name Opportunity attribute value
Why the work is being done We aim to improve the usability of our website and to optimise content and user journey for our customers. We want a modern, fresh look and feel for our website and the best user experience for residents of London Borough of Lewisham.

This work is part of a larger project of website refresh and CMS upgrade. This project also includes a content audit and review and rebuilding the website on a new technical platform. We are guided by design and content principles that put users first. Accessibility is essential.

We need to have this work done by February 2018.
Problem to be solved We're looking for an excellent UX agency to carry out research and testing covering our current website, online forms and service design patterns, and to identify the current UX issues, find the best solutions and test them.

Solutions will then be integrated into a new visual design for www.lewisham.gov.uk and some of them can be developed into web elements.

The UX research and testing work will need to identify issues with:
• current website pages
• content and information architecture elements
• service design patterns
• form elements
• UI choices on mobile devices
• graphics: images and icons.
Who the users are and what they need to do Most of our customers are residents in the London Borough of Lewisham and:
- are looking for service information on our website
- transact with us
- find information about Lewisham borough
- engage with the us.

A generic user scenario would be:

As a Lewisham borough resident I need to find information, access my account and transact easily with Lewisham Council online on my device of choice so that I save time and money.
Early market engagement
Any work that’s already been done • We have identified a number of service design patterns we would like reviewed and tested.
• We have carried out a few A vs. B tests on website section landing pages.
• We are carrying out a web content review focused on user needs. This work stream will also analyse website traffic.
• We are not looking to drastically change the structure / information architecture of the website unless user research and data suggests this.
• We can help – to a limited degree – with recruitment of test users via our enewsletter.
Existing team The consultant will work in partnership with our project team comprised of:
• Project manager
• Product owner – website
• Content editor
• Graphic designer
• Web officer
Current phase Not applicable

Work setup

Work setup
Opportunity attribute name Opportunity attribute value
Address where the work will take place London Borough of Lewisham
Civic Suite
1 Catford Road
SE6 4 RU
London

Some of the work can be done remotely (web development + design)
Working arrangements At least 2 days per week in Lewisham borough / council offices for user testing and meetings.
Security clearance

Additional information

Additional information
Opportunity attribute name Opportunity attribute value
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.

Skills and experience
Opportunity attribute name Opportunity attribute value
Essential skills and experience
  • Be a market leader in UX research and testing
  • Have very good expertise in digital design and digital stategy
  • Have excellent knowledge and experience in interaction design and prototyping
  • Have excellent skills and experience in web design and development
Nice-to-have skills and experience Have experience of working for public sector (local government)

How suppliers will be evaluated

How suppliers will be evaluated
Opportunity attribute name Opportunity attribute value
How many suppliers to evaluate 5
Proposal criteria
  • How the approach or solution meets user needs
  • Technical solution
  • Approach and methodology
  • How the approach meets our principles and goals
  • Value for money
  • Estimated timeframes for work
  • Approach and methodology
  • Team structure, skills and experience
Cultural fit criteria
  • Work as a team with our organisation
  • Share knowledge and experience
  • Be transparent and collaborative
  • Take responsibility for their work
  • Challenge the status quo and existing assumption
  • Consider both present and future requirements
Payment approach Fixed price
Assessment methods
  • Written proposal
  • Case study
  • Work history
  • Presentation
Evaluation weighting

Technical competence

30%

Cultural fit

10%

Price

60%

Questions asked by suppliers

Questions asked by suppliers
Supplier question Buyer answer
1. You mention a CMS upgrade - have you chosen which CMS you will use? If so, can you disclose your preference? No, we did not choose a CMS yet. The CMS upgrade project is in early stages. We will take a decision on the technical platform for the website in the next couple of months.
2. Additional budget for user-recruitment? There is no additional budget for this. We can help by providing access to a group of users who volunteered to be part of a user testing group.
3. Additional budget for incentivising users for user-testing? We have a limited budget for incentivising users involved in user testing sessions.
4. Are you able to install Javascript allowing us to measure data recruiting users directly? Yes I think we will be able to install javascript on our website.
5. Brand guidelines: are these changing or will new designs adhere to them? Current brand guidelines will be provided at the beginning of the project and you advice and oversight will be available from Council brand and design officers.
6. “Wireframes, html”- is the deliverable a prototype of a solution(i.e. clickable prototype not written in HTML)or is it production-ready HTML, CSS and Javascript code? Depending on the solution / element, deliverables will can be: guidelines, wireframes or production-ready html - to be considered on a case by case basis once the issues have been identified by testing.
7. What are the"service designs"? We have identified a series of service design patterns: reusable parts of a digital service / journey or web elements across online transactions. These can be provided after shortlisting suppliers.
8. Is the agency expected to source images and create iconography? We can source images and are flexible on sourcing / creating iconongraphy. We expect that our in-house design team will engage closely with the agency on the visual elements
9. Is there brand guidelines and UX research visibility before writing the proposal? Current brand guidelines will be provided at the beginning of the project. UX research already done was minimal.
10. Re web development under "Work setup"- is development in scope for this project? Minimal web development will be required - only on some of the UX elements.
11. Do you currently have personas for your user groups and if not are these a required output from this research ? ​We do not have personas defined for our user groups. It is not a required output - it is optional.
12. Please provide further explanation regarding your required deliverable "accessible UX elements (wireframes, html) and design solutions - please clarify exactly what your requirements here include? Depending on the issue / solution / element, deliverables can be: guidelines, wireframes, mock-ups or production-ready html - to be considered on a case by case basis once the issues have been identified by testing. All UX elements (solutions) should be fully accessible (AA standard).
13. Please clarify if you require all user testing to be done on site or if this could be done in external lab facilities (e.g. those provided by the supplier)? ​We do not require all user testing to be done on site but we expect some of sessions to involve Lewisham residents.
14. Does the content audit and review and rebuilding of the website on a new technical platform fall in or outside the scope of work being procured at this time? Out of scope.
15. At least 2 days per week in Lewisham borough/council offices for user testing and meetings." Is this going to be a requirement until the end of the project? We can have flexibility on this.
16. Can you assist with organising access to users for the testing? We can help by providing contact details of users who volunteered to be part of a user testing group.
17. Do you have a set of user needs, or user stories, or functional requirements that informed the design of the website? We will provide basic user needs / stories and website vison and information architecture at the beginning of the project. Current website should be a starting point.
18. Do you have personas that were built to inform the website design? We do not have personas defined for our user groups. It is not a required output - it is optional.
19. Do you have detailed screen flows, and user journeys that describe support the website design? We will provide common user journeys at the beginning of the project. We do not have detailed screen flows.
20. How many people have opted in to take part in the further research that we could use to recruit from for user testing? We currently have around 120 users who responded to our survey.
21. Has the list of contacts for user testing been broken down into user segments? No. We know the postcodes and demographics for some of the users.
22. Are KPIs attached to the red routes, both micro and macro? There are no KPIs directly attached to this work. We are generally aiming to identify UX issues and find solutions to improve customer satisfaction, online transactions completion rates and overall user experience.
23. Can you give examples of what you determine to be "landing pages" and "content pages"? ​An example of a landing page would be https://www.lewisham.gov.uk/myservices/education

An example of content (or service) page:

https://www.lewisham.gov.uk/inmyarea/Pages/Tackling-poverty-in-Lewisham.aspx
24. Will we have access to Google Analytics (or similar)? ​Yes - access to analytics will be provided.
25. We see our UX specialist as the main person being on-site with occasional support from our project manager. Do you foresee any other resources being required for the on-site visits? We are open to suggestions from the agency regarding on-site resourcing.