Awarded to Web Usability

Start date: Tuesday 28 May 2019
Value: £24,000
Company size: SME
NHS Blood and Transplant

Early Donor Journey - Blood Donation

8 Incomplete applications

6 SME, 2 large

23 Completed applications

20 SME, 3 large

Important dates

Tuesday 16 April 2019
Deadline for asking questions
Tuesday 23 April 2019 at 11:59pm GMT
Closing date for applications
Tuesday 30 April 2019 at 11:59pm GMT


Specialist role
User researcher
Summary of the work
Deliverables to include:

· Written report including overview of activity and findings
· Recommended and tested prototype and journey maps to demonstrate proposal
· A set of user stories to achieve the recommendations, broken down into themes (Development, UX and Content)
· Personas
· North Star Vision (Conceptual ideal journey)
Latest start date
Wednesday 29 May 2019
Expected contract length
6 to 8 weeks, to be determined during the process of planning and agreeing the approach to take
South West England
Organisation the work is for
NHS Blood and Transplant
Maximum day rate
£800 for 6 week term
£600 for 8 week term

About the work

Early market engagement
Some initial work has been done internally to gather data and information about the current journeys to help identify pain points and opportunities.
Who the specialist will work with
The user researcher will be embedded within the Digital Delivery Team to understand the work done to date, and to identify and analyse additional data and opportunities for improvements.

They will be part of a collaborative team to explore opportunities and develop solutions that can be tested. Key relationships include:

- Digital Delivery Manager
- User Experience Designer
- Optimisation Manager
- Content team
- Internal stakeholders/operational leads
What the specialist will work on
Research to understand and identify issues and opportunities in the journeys that potential blood donors take to attend an appontment. Workshop solutions, then build and test concepts/prototypes of proposed solutions/improvements. With the objective of increasing the proportion of potential blood donors from priority groups who attend an appointment​.
To include:
- Research of existing journeys
- Collection of data
- Analysis of data
- Journey mapping
- Prototype development
- Facilitation of test sessions
- Creation of recommendations report

Work setup

Address where the work will take place
NHSBT, 500 North Bristol Park, Filton, Bristol, BS34 7QH

Due to the demographics of priority/target groups, which would determine the participants for research and testing, the participant sessions may need to take place in London.

User researcher will need to be willing to travel to various locations if required.
Working arrangements
During the period of the contract there will be daily stand up calls/meetings to update on progress and confirm expected outputs for that day.

There will also be less frequent calls/meetings with the wider project team/board, along with presentations of work/findings to date at various key points during the work. The User Researcher will need to spend a proportion of their time physically located with the digital delivery team in Bristol but not for the entirety of the project.
Security clearance

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
  • Ability to absorb information and understand the challenge quickly
  • Ability to quickly identify patterns and opportunities within analytical data
  • Experience of identifying opportunities within complex user journeys
  • Experience of being paired with a UX Designer to rapidly develop prototypes
  • Experience of running/facilitating user research sessions including focus groups and lab interviews
  • Experience of working within scrum teams, following an agile delivery methodology
  • Experience of prototyping tools
  • Experience of creating personas
Nice-to-have skills and experience
Experience designing services for users with low digital literacy

How suppliers will be evaluated

How many specialists to evaluate
Cultural fit criteria
  • Be able to embed within an existing Digital Delivery team
  • Take responsibility for their work
  • Share knowledge and experience with other team members
  • Challenge the status quo
  • Be transparent and collaborative when making decisions
  • Comfortable presenting to and working with a range of stakeholders
  • Be able to explain findings and proposed solutions to a non technical audience
Assessment methods
Work history
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. Is this role outside IR35 or inside IR35 regulations?
This role falls within IR35 legislation.
2. Is this role outside IR35?
No, this role falls within IR35 legislation.
3. Is there any scope the contract will be extended beyond 8 weeks?
We would like the work to be completed with 8 weeks, but may consider a short extension if it can be justified based on the required outcomes.
4. Please confirm if the role is inside or outside IR35
The role falls within IR35 legislation.
5. Is there an incumbent in place?
There is no incumbent in place.
6. You have different day rates for 6 weeks and 8 weeks. How do you want us to indicate rate when applying?
We have a maximum budget for this piece of work, which was broken down to provide the specific request of a day rate. When applying please state to total cost (showing the calculation of day rate x delivery period). It will be the total cost that is used during shortlisting and evaluation.
7. Is there any more information available on the pre-work that has already been completed?
The pre-work has been to gather information regarding the existing journeys from subject matter experts, and understand the quatitative data that is available for the stages of the journeys.
8. Would you consider someone to work remotely as well as on site?
Some remote working may be possible if it will not negatively impact the delivery, but it would be expected that at least 3 days a week are spent with the team in Bristol.
9. Would you consider candidates that want to work remotely? Not everyday, at least on-site 2/3 days a week and the rest remotely.
Yes, it would be considered if it would not have a negative impact on delivery. It is expected that a user researcher would be with the team at least 3 days a week.
10. Is the rate inclusive of VAT?
No, the rate does not include VAT
11. As the role falls within IR35, are travel and subsistence costs for work away from the main location payable inline with the organisation's standard policies?
Upon further discussion with our internal procurement team it has been deemed that this does not fall within IR35. Please disregard the earlier answers about this.
12. Would it be possible to write the contract up as a statement of work (with payment on delivery) to make the role outside of IR35?
As per the previous answer, this will not be necessary - it has been deemed that this does not fall within IR35. Please disregard the earlier answers about this.