As the team has grown (it has always been huge in terms of talent) we’ve honed new ways to get effective user research done very rapidly without lowering our standards.
With much shortened delivery timescales, we’ve recruited people within 48 hours to take part in our research, using our ‘panel’ of willing participants, social media and partner organisations.
We’ve taken to doing hybrid research sessions where we cover the discovery and alpha stages in the same interviews. We will run intensive 3 or 4-day blocks of this research to listen to and observe as many people as we can manage.
We try to provide valuable insight in time to make an impact. There have been times when events and policies moved so fast that even these ways of working didn’t get us to the finish line in time for ‘live’ which can be disappointing for the team.
There are always at least half a dozen separate strands of research like this happening at once, shaping our understanding alongside our feedback surveys, analytics data from the service and insights from the 119 contact centre. We always share with researchers in the wider Test and Trace organisation, like the Customer Experience (CX) team.
We make great use of digital whiteboards for rapid capture and analysis of findings. We’ve stripped back our reporting of findings to focus on the most pressing issues, the most actionable insights, and made a priority of sharing with those that can make change happen.