Scroll

User research

We provide cloud user research services to understand audiences, their needs, abilities, and motivations, and to clarify the needs of the organisation. We follow established research methods and can work as part of an agile team.

Features

  • Research methods that focus on user behaviours, needs, and motivations
  • Evaluating how easily users can learn and use a service
  • Ensuring that content is presented in usable and meaningful ways
  • Card sorting, contextual interviews, empathy maps, heuristic reviews, and interviews
  • Gathering important information to inform UX and content
  • Creating personas and prototypes to represent various user segments

Benefits

  • Evidence-based and user-centred design and content
  • Generating valuable content and interaction for users
  • Presenting content in usable and meaningful ways
  • Outcomes of research guide design decisions to avoid false starts
  • Identifying accessibility and related usability issues

Pricing

£495 to £650 per person per day

  • Education pricing available

Service documents

Framework

G-Cloud 10

Service ID

871716606757831

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: we examine how content will be affected and how to create efficiencies and avoid costly delays.

We provide a content operations service to consider the needs of content at every stage of the content lifecycle for cloud projects. We help you to plan for the technical aspects of content operations: setting priorities, identifying potential efficiencies an integrating plans for content across all media and platforms.

Our content strategy service will guide you in planning content for your services and cloud projects through the lens of content and users to achieve efficient, consistent management of all digital content assets across all platforms.

We combine our technical understanding with our content experience to work collaboratively from the discovery phase to live and beyond, researching and advocating for user needs, building stakeholder engagement and planning for the migration and content creation that will follow.
Planning service works with specific services No

Training

Training service provided 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 support you from the early stages of planning, liaising with developers, designers, and SMEs. 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 performance data to continually improve and iterate content. We test our content on users, amending it iteratively and adjusting guidelines according to good practice.

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.

We can assess the quality of content and implement strategies in order to achieve consistent standards. We also design style guides and protocols and train our content designers to use them, thereby reducing the likelihood of errors and divergence from standards.

For migration projects, we design a fully quality-assured process that supports the migration and content progresses and supports progress.

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 2.0 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 2.0 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 £495 to £650 per person per day
Discount for educational organisations Yes

Documents

Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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