Introduction to User Research

What an interesting and informative week we’ve  had in ICT!  It all started with ICT adopting the Digital Services standards in January and then developing the Hackney manifesto, one of which is….

Last week saw the launch of ‘People first’ concept starting with User research week in ICT.  The purpose of the week was to  help colleagues in ICT learn about and understand our users and how we can create services to meet their needs.  A number of activities were designed over the week to help colleagues understand what this is, how to do it and why it matters. This is important because we want everyone to spend an hour a month doing user research. This week was the first chance to gain some skills and confidence to do this.

We lined up a range of experts to share their experiences of user research (that’s another of our manifesto principles), and to set minds thinking  about how this can benefit each and everyone in their role.

We started the week off with Ben Unsworth from FutureGov explaining how user research can help us design digital services so good that people prefer to use them.

Daniel, Andrea and Elspeth from Healthwatch Hackney helped us understand the challenges that people with accessibility needs face when they use our digital services. By attempting to use speech and text to navigate hackney.gov.uk we learnt the importance of making our digital services accessible for all and discussed how to design digital services for accessibility.

Beatrice Karol Burks, from leading charity the Good Things Foundation, took us through the design of services to meet the needs of people who have never been online and  helped us understand how to engage people who may be reluctant to use computers and build their digital skills.

Helen Gracie, from the Home Office, explained how we can engage with users who are harder to reach, so we’re not just talking to early adopters.

Research experts, ClearLeft, facilitated a training session for 11 staff to learn new techniques using Guerrilla Research .  Guerilla Research  is a ‘rapid, low-cost method of quickly capturing user feedback that involves asking questions about specific areas of an application’. Clearleft’s  final reminder of Guerrilla Research  sums it all up:

As part of the continuous development, staff will be expected to commit to 1 hour practical experience every month working directly with users, to help us understand how to carry out user research and build our confidence.  By working closely with users, watching them  perform tasks and finding out more  information on how they work, we will understanding their requirements and build better digital services.  Other activities planned for this period include volunteering  to visit CLR James Library in Dalston & Hackney Central Library to help people get online for the first time.

If we’re to put people first, we need to focus on  their needs.  To achieve this we are focusing on the process and not the eventual outcome. It is a long journey but we’ve made a good start.

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