NHS Blood and Transplant

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

Incomplete applications

10
Incomplete applications
10 SME, 0 large

Completed applications

16
Completed applications
15 SME, 1 large
Important dates
Opportunity attribute name Opportunity attribute value
Published Wednesday 4 October 2017
Deadline for asking questions Wednesday 11 October 2017 at 11:59pm GMT
Closing date for applications Wednesday 18 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 6 November 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
  • 1. Demonstrate extensive experience of user journey mapping and prototype development to test hypotheses.
  • 2. Demonstrate extensive experience of planning, and conducting user research programmes using a variety of methods including lab-based testing and contextual and guerrilla research, in-depth requirements gathering interviews etc.
  • 3. Demonstrate the ability to analyse and develop actionable recommendations from user research, providing recommendations for digital service improvements based upon the results.
  • 4. Demonstrate the ability to work autonomously and in collaboration as a part of an already established team.
  • 5. Communicate succinctly, clearly and accurately in plain simple language, both verbally and in writing.
  • 6. Be an effective team member who is able to relate to colleagues at all levels across our large multi-site organisation with tact and diplomacy.
  • 7. Recognise your own job role boundaries / limits of practice and know when to ask for guidance.
  • 8. Follow written and verbal instructions and ensure the services you provide are in line with standard processes and good practice, showing attention to detail.
  • 9. Prioritise own workload and take responsibility for delivering results within agreed timescales and standards with changing priorities and pressures.
  • 10. Extensive experience of working within an Agile framework.
Nice-to-have skills and experience
  • 1. Demonstrate experience of working with a public healthcare service, ideally one of the UK blood services.
  • 2. Experience in a regulated (Good Manufacturing Practice, NHSBT or equivalent) environment.
  • 3. Ability to facilitate co-design workshops.
  • 4. Experience of working in lean UX methods

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
  • 1) Be caring, expert, and focused on delivery of quality outcomes
  • 2) Work as a team with our multi-disciplined staff, and other suppliers where needed
  • 3) Be comfortable in collaborating effectively with a range of stakeholders
  • 4) Pro-active in sourcing solutions
  • 5) A strong focus on improving services for the user
  • 6) Act as a role model and promote behaviours in keeping with the Mission & Values of the organisation.
  • 7) Passionate about voluntary blood donation
  • 8) Passionate about making a difference and contributing to improving and saving lives
Assessment methods
  • Work history
  • Reference
  • Presentation
Evaluation weighting

Technical competence

40%

Cultural fit

20%

Price

40%

Questions asked by suppliers

Questions asked by suppliers
Supplier question Buyer answer
1. Can you advise what is the expected contract length and budget associated with this opportunity? The project is outcome based, estimated 10-15 days, and the maximum budget is 10k.
2. What is the target day rate for this position? Is it inside or outside IR35? The maximum budget is £10k. We are currently seeking advice on the IR 35 status. The project is outcome based.
3. Do you want a single user researcher full time on site or would you consider having this delivered by an agency (with a single point of contact)? We are looking to work with a single user research specialist who will see this through end-to-end, but consideration may be given to delivery via a single point of contact. Regarding location, there will be a need to attend specific locations for user research and NHSBT locations for presentations, workshops etc. However, a level of flexibility will be considered for office based tasks such as analysis, and desk-based work.
4. Please may you confirm how the 10-15 days are to be delivered. For example will they be required concurrently or can they be delivered on an adhoc basis? Concurrently.
5. Your responses to the previous questions on this project suggest you are expecting to do guerrilla testing at donor centres with people arriving at those centres. That may mean that the particular user groups you highlight (younger, BAME) are not represented in adequate numbers. Are you open to alternative research approaches being suggested? Would you expect the specialist to manage participants on the day? We are open to alternative research approaches. Assistance can be provided to aid with managing participants on the day (i.e. welcoming etc).
6. This is advertised as a “specialists“ opportunity. However you have emphasised that this is an outcomes focused project. Do you want a single specialist or would you be open to a team who can provide the right combination of skills to achieve your required outcome? We are looking to work with a single user research specialist who will see this through end-to-end, but consideration may be given to delivery via a single point of contact.
7. The “about the work“ section refers to 40 participants. Why have you selected that number? Are you open to alternative approaches? The number of participants suggested will ensure we are able to cover all the user requirements and journeys with a level of confidence.
However, we are open to alternative approaches.
8. Are you still expecting this work to be completed in 10 days? That sounds unrealistic given that you are expecting research with 40 participants in multiple locations + desk research + a workshop and a presentation with a report and recommendations We would like the work to be completed concurrently within a 10-15 working days window. Note there is a target budget (£10k), so some flexibility in the number of days is allowable subject to agreement; but within the budget.
9. Please could you advise length of the contract, maximum day rate and IR35 status for this role. We expect that the project will take approximately 10-15 days. The maximum budget is £10k. We are currently seeking advice on IR35 status and will publish information when it becomes available.
10. Are you happy for the user researcher to work from their own premises when not conducting face-to-face research in Bristol/London/Birmingham? There will be a need to attend specific locations for user research and NHSBT locations for presentations, workshops etc. However, a level of flexibility will be considered for office based tasks such as analysis, and desk-based work.
11. Can a UX agency apply for this requirement with a view to one of their employees carrying out the work or do you only seek applications from individuals with specialist user research experience? Yes, a UX agency can apply for this requirement with a view to one of their employees carrying out the work.
12. Please can you clarify – when you say 'concurrently' do you actually mean 'consecutively' Yes, consecutively. Apologies for any confusion.
13. Please could you provide further context and what experience you are looking for in relation to the following criteria: "Follow written and verbal instructions and ensure the services you provide are in line with standard processes and good practice, showing attention to detail."? This area is related to providing evidence of:
- diligence in understanding and following instruction (i.e. demonstrate an ability to quickly grasp and respond to what is being asked; demonstrate examples of undertaking and producing work that clearly meets a given brief).
- undertaking User Research and the associated tasks and activities via methodologies and processes that are in line with current good practice.
- demonstrating an ability to show attention to detail.
14. Please can you clarify how the contract will work - what type of contract will the user researcher have with you and how will this affect any existing employment position? This is a one off project, that will not lead to further work.
The period of the work will last no longer than 15 days.
The company doing the work will pay whoever carries out the pieces of work.
We are happy to accept a suitable substitute.
15. What is the rate and IR35 status of this role? The intermediaries legislation does not apply to this engagement.
This is a one off project, that will not lead to further work.
The period of the work will last no longer than 15 days.
The company doing the work will pay whoever carries out the pieces of work.
We are happy to accept a suitable substitute.
16. Do any respondent recruitment costs and incentives have to be included in the overall budget? Recruitment is not within scope of the project. We are asking for a company, whom specialise in user research, to complete a project outcome.
17. Presumably blood donor sessions will only cover people who have already registered as blood donors – not new people for the signup journey. Is that right? There may be existing blood donors who do not yet have an online donor account, so there may be an opportunity to also cover the sign up journey with these users.
‘Registration’ is about brand new donors – note that they effectively get signed up for an online account when they register online.
‘Sign up’ is about existing blood donors who already registered in the past but have not yet ‘signed up’ for an online account (these would be donors who have registered via a non-digital route and so do not yet have an online account)
18. Do any respondent recruitment costs and incentives have to be included in the overall budget? Yes, they do need to be included in the overall budget. 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 helping to ensure a suitable mix of users at each location.
19. Is the £10k budget exclusive or inclusive of VAT? It is exclusive of VAT.
20. When you talk about 40 respondents are you envisaging short guerrilla sessions each covering one journey at donor sessions, rather than one hour usability sessions covering a number of journeys? The number of users is suggested as a ballpark figure. With regards the methodology for the user research we are open to an alternative approach as long as it is statistically sound and meets the criteria listed at points 3 and 4 within the ‘What the specialist will work on’ section:
Note that we envisage that the user research locations are likely to be at donor centres/donor recruitment events held at various locations across the south of England (tbc). However, as noted above, we are open to alternative approaches that fit within the overall budget.
21. You state the project is outcome based - will payment to the user researcher be dependent on outcomes achieved? Thanks for your query. As per the ‘What the specialist will work on’ section we require 6 deliverables to be covered in this piece of work:
The approach in place for this project is payment on delivery of milestones to the standard required. Once the deliverables are signed off then payment will occur. There are two milestones: 50% at delivery of milestones 1-3, and then the remaining 50% at delivery of milestones 4-6.