NHS Blood and Transplant

User research - transaction journey review for the blood donation digital service

Incomplete applications

24
Incomplete applications
21 SME, 3 large

Completed applications

7
Completed applications
7 SME, 0 large
Important dates
Opportunity attribute name Opportunity attribute value
Published Wednesday 27 September 2017
Deadline for asking questions Wednesday 4 October 2017 at 11:59pm GMT
Closing date for applications Wednesday 11 October 2017 at 11:59pm GMT

Overview

Overview
Opportunity attribute name Opportunity attribute value
Specialist role User researcher
Summary of the work We require a user research specialist to review the key digital service transactions and user journeys end-to-end across all digital service elements. We need to understand users experience of the key journeys. We’ll need a user research specialist to review previous findings, undertake research, facilitate a solutions workshop, provide recommendations.
Latest start date Monday 30 October 2017
Expected contract length
Location London
Organisation the work is for NHS Blood and Transplant
Maximum day rate

About the work

About the work
Opportunity attribute name Opportunity attribute value
Early market engagement
Who the specialist will work with You'll be working with the Donor Digital Services team Product Owners for web, apps and portal.
What the specialist will work on 1. Ensure an understanding of the blood donor digital service offering. 2. Review previous user research, user feedback, and the relevant analytical data. 3. Plan user research with a view to improving our key digital user journeys: -> donor registration (new donors), and portal sign up (existing donors) -> appointment booking, rescheduling appointments and cancelling appointments. -> those who visit the health/travel section to check eligibility. 4. Undertake user research (circa 40 participants). 5. Provide a solutions workshop 6. Provide recommendations (presentation and report).

Work setup

Work setup
Opportunity attribute name Opportunity attribute value
Address where the work will take place Bristol, Birmingham, London, plus potentially some other locations in England.
Working arrangements We want the User Researcher to provide desk-based analysis for the initial tasks. We want the User Researcher to undertake a user research programme (this might include lab, guerilla, remote research etc). We want the User Researcher to facilitate a solutions workshop so we can understand their findings and what this could mean for our user journeys. We want the User Researcher to provide a presentation and final report outlining their recommendations for improving the user journeys.
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 Experience of working with a public healthcare service. Experience in a regulated (Good Manufacturing Practice, (or equivalent) environment. Ability to facilitate co-design workshops. Experience of working in lean UX methods.
Nice-to-have skills and experience

How suppliers will be evaluated

How suppliers will be evaluated
Opportunity attribute name Opportunity attribute value
How many specialists to evaluate 3
Cultural fit criteria
  • Expert, and focused on delivery of quality outcomes. Work with our multi-disciplined staff including other suppliers. Collaborating effectively with a range of stakeholders. Pro-active in sourcing solutions.
  • A focus on improving user services. Promote behaviours in keeping with NHSBTs Mission & Values. Passionate about voluntary blood donation and making a difference by improving and saving lives.
Assessment methods Work history
Evaluation weighting

Technical competence

40%

Cultural fit

20%

Price

40%

Questions asked by suppliers

Questions asked by suppliers
Supplier question Buyer answer
1. The first stage questions are all put into one statement which means that we only have 100 words to answer all the questions. Would it be possible to split these questions into four separate questions to give suppliers the ability to answer more fully? Apologies - this is an issue for many suppliers. Additionally there are gaps in the information that we have provided.

We intend to cancel this requirement and restart the process.
2. Can you confirm the date you will be withdrawing the opportunity and the date you will be re-submitting it to the framework please ? We submitted a cancellation request on the 28th and a reminder was issued on the 3rd October. The opportunity will hopefully be re-published w/c 16th October if not sooner.
3. The first stage questions are all put into one statement which means that we only have 100 words to answer all the questions. Would it be possible to split these questions into four separate questions to give suppliers the ability to answer more fully? To be resolved with all criteria being put in separately by procurement. The requirement has been re-published 04/10/2017.
4. Could you please let me know roughly where in London the role will be based? Initial work can be completed remotely and the donor digital services team are located in Watford office-based work. The user research locations are likely to be at donor centres/donor recruitment events held at various locations across the south of England (tbc). Assistance will be provided in determining/arranging the specific locations which will best-fit the users required, and in ensuring a suitable mix of users at each location. Blood donation eligibility criteria is 17-70 years, but particular emphasis needs to be placed on: 1) younger demographic 17-30 2) Users from black and minority ethnic communities, particularly black blood donors/prospective blood donors.
5. How long is this contract anticipated to last for? Also, is there a day rate budget in mind? Maximum budget is £10k. Expectation that the outcome based work will take approximately 10-15 days.
6. Please can you give us on the Contract Length of this position? Project is outcome based - expectation 10 to 15 days.
7. 1. Could you please confirm the anticipated duration of the assignment? 2. There is only 1 box (limited to 100 words) for us to respond to all four points. This makes it very challenging to present any evidence of our ability to meet the requirements. Is there any other method of submitting a demonstration of our capability? The requirement has been re-published 04/10/2017. This will resolve the issues.
8. The application page is set up with a single 100 word maximum text box to cover 4 essential skills. Do you want all 4 skills covered in the single box (c.25 words/skill), or would you like 100 words evidence for each of the essential skills, in which case a revised application page is required? The requirement has been re-published 04/10/2017. This should resolve the issue.
9. What is the length of the contract ? The project is outcome based.
10. Hello, We have a couple of questions: 1. Do you have a specific time frame for completion? 2. Consequently, is there a specific daily rate/total budget available and does this include costs for lab hire, participant recruitment and remuneration, travel etc? Thank you in advance. 1. Expectation 10-15 days to complete the project.
2. Maximum budget £10k all costs and expenses must be included.
11. Can you split your essential criteria into separate questions as it is very difficult to answer all points in the one 100 word answer? The requirement has been re-pulished and this should resolve the issues.
12. How many internal stakeholders are there in the Donor team who may need to be involved in the project (e.g. for interviewing, for the workshop)? One key stakeholder who is the product owner.
13. What is the overall budget for this project? £10k maximum.
14. Is there a separate budget for the participant recruitment and incentives? No, to be included in the project costs. The user research locations are likely to be at donor centres/donor recruitment events held across the south of England (tbc). Assistance will be provided in arranging the specific locations.
15. Will you require the specialist to manage the participant recruitment for the research? No - project is outcome based.
The user research locations are likely to be at donor centres/donor recruitment events held across the south of England (tbc). Assistance will be provided in arranging the specific locations and sourcing suitable users.
16. Who are the user types for the participants you envisage taking part in for these research? Blood donors and prospective blood donors. The user research locations are likely to be at donor centres/donor recruitment events held at various locations across the south of England (tbc). Assistance will be provided in determining/arranging the specific locations which will best-fit the users required, and in ensuring a suitable mix of users at each location. Blood donation eligibility criteria is 17-70 years, but particular emphasis needs to be placed on: 1) younger demographic 17-30 2) Users from black and minority ethnic communities, particularly black blood donors/prospective blood donors.
17. What sort of time period do you envisage this project running over? 10-15 days.
18. What is the security Clearance on this role? Not applicable.
19. Please could you advise how the re-publishing of the opportunity will affect the following: 1) shortlisting deadline, 2) work history submission, 3) latest start date. There should be no impact on the shorlisting dealine or start dates as new timelines will be amended in the new published requirements. Work history submissions should be resubmitted under the the new requirement publication and this was started on the 4th October 2017 - under the same title.