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How to measure completion rate: calculations, understanding transactions, what to include, reporting.
How to measure user satisfaction with your service: calculations, designing feedback, reporting.
Service teams must publish their service’s metrics for each of the 4 key performance indicators (KPIs).
Running interactive workshops with small groups can be an effective method for user research.
When and how to observe someone carry out a task in their usual surroundings with their own equipment.
Develop a deep understanding of users and the problem you’re trying to solve for them.
How to use performance data to improve your service: getting started, what to measure, using data.
The data engineering community is for anyone with an interest in data science best practice and using evidence to make decisions.
The performance analysis community is for anyone interested in how we can use data to improve government services and content.
How to determine meaningful findings from your observations of user research.
How to test your service for different browsers and devices: user needs, verified browsers, adapting to change.
Meeting the accessibility standard, and how to test your service.
How to use data to improve your service: measuring, reporting, analytics tools and techniques.
Testing frontend performance so users can access your service quickly.
How and when to check the identity of someone who is using your service.
How to plan, schedule and measure user support in your organisation.
Deciding what information to collect from your users and how to collect it.
How to measure the value of your work and demonstrate it to stakeholders.
How to measure digital take-up: calculations, channel shift, reporting.
How to measure the cost per transaction on your service: calculations and reporting.
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