Scroll

User research, UX design and evaluation

Our user researchers and UX designers are experienced at working on government service design and cloud digital transformation projects. We design and run focus groups and user acceptability testing (UAT), recruiting the users and designing tests, writing the scripts, selecting the criteria and reporting all findings in visually clear presentations.

Features

  • Scroll's UX experts provide agile project scoping skills
  • We undertake needs analyses that cut out unwanted content
  • Scroll's user research is focused on meeting user needs clearly
  • We can conduct interviews, online polls, A/B testing
  • Insights and feedback contribute to content planning and reviewing
  • We translate findings into key areas of focus and themes
  • Card sorting and tree testing to optimise information architecture
  • Working with stakeholders at all levels, explaining the user-first approach
  • Approach adapted to project stages eg fast prototyping at alpha
  • At beta stage we focus on optimisation

Benefits

  • Outcomes of research guide design decisions to avoid false starts
  • We blend UX with content for a seamless approach
  • Practical recommendations based on quantitative and qualitative evidence
  • We apply UX learnings to style, tone and content
  • Iteration based on user testing ensures improved user experience
  • We identify accessibility and related usability issues
  • Ongoing user research and usability testing continuously improves the service
  • Low-cost and cost-free options to maximise efficiency

Pricing

£450 to £750 per person per day

  • Education pricing available

Service documents

Framework

G-Cloud 11

Service ID

5 0 6 3 2 5 6 2 6 7 5 4 2 0 5

Contact

Scroll

Hetty Meyric Hughes

07762096939

projects@scroll.co.uk

Planning

Planning service
Yes
How the planning service works
Scroll advises clients on how best to prepare for their transition to cloud or adoption of new software: optimising content, creating efficiencies, and avoiding costly delays and pitfalls.
We work collaboratively, building stakeholder engagement, advocating for content, and planning for the migration and content creation that will follow. We design practical, lean governance processes for business and provide a comprehensive knowledge transfer so that you can run your project autonomously.
Planning service works with specific services
No

Training

Training service provided
Yes
How the training service works
We provide content training and mentoring. This includes bespoke and public courses on content strategy, content design, content governance and all aspects of agile content production. Our courses are accredited by the CPD Certification Service.
Training is tied to specific services
No

Setup and migration

Setup or migration service available
Yes
How the setup or migration service works
Scroll has planned and executed large-scale migrations for government departments. We redesigned content for the flagship GOV.UK launch, merging dozens of websites into a single architecture and recrafting content to fit user needs and the new site design. We can provide expertise at various stages: strategy and technical input, IA - and a team of migration editors and content designers later. We also train staff in using their new technology and writing for it.
Setup or migration service is for specific cloud services
No

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
Scroll has extensive experience in QA processes for cloud content and can design and manage processes for customers, or supply specialists to run QA to GOV.UK style. We are also experienced in the performance testing of digital content, monitoring usage metrics and other data to improve and iterate content continually. Scroll prides itself on the quality of its content services, and we have a member of the team dedicated to developing and maintaining quality standards.

Security testing

Security services
No

Ongoing support

Ongoing support service
No

Service scope

Service constraints
No.

User support

Email or online ticketing support
Email or online ticketing
Support response times
The same working day if received at noon; by 10:00 the next working day otherwise.

By 10:00 on the Monday morning for requests received over the weekend.

We also have a support ticketing system available.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AAA
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
WCAG 2.1 AAA
Web chat accessibility testing
We've not yet had the call for it but would welcome the opportunity, in order to test and refine our testing approach.
Support levels
There is an out of hours phone support service 24/7 for emergencies.
We use web chat during normal working hours and also set up Slack channels and Trello boards for clients, as well as using any other collaborative apps you find helpful.
There is no additional cost for this level of support.

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Security Clearance (SC)

Pricing

Price
£450 to £750 per person per day
Discount for educational organisations
Yes

Service documents

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