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Digital Service Standard
2. Do ongoing user research
Put a plan in place for ongoing user research and usability testing to continuously seek feedback from users to improve the service.
You must do ongoing user research to meet point 2 of the Digital Service Standard.
You’ll have to explain how you’ve done this at your service assessments.
How point 2 improves your service
Doing ongoing user research means you can:
- check your service is helping users to do the tasks they need to do
- keep improving the service based on users’ needs
How you’ll be assessed
Your assessment and the questions the assessors ask you will vary depending on your service and what it does.
To pass the alpha assessment, you usually need to show:
- what your private beta will look like and how you’ll use what you find to improve the service
- you can pay for user research and usability tests throughout the design of the service and after it’s built
- how often you’ll carry out research and usability tests and how you’ll use the results to improve the design of your service
- a user research plan for private beta and a plan for carrying out user research on the live service
Beta and live
To pass the beta and live assessments, you usually need to show:
- you can pay for user research and usability tests throughout the design of the service and you’ll be able to pay after the service is built
- how often you’ll carry out research and usability tests and how the results will affect the way you design the service
- a user research plan for the service at the next phase and a plan for carrying out user research on the live service
- how you’ve done user research with people who have accessibility needs from the time you started designing the service
- how you’ve tested with users who need assisted digital support
- how you’re using analytics data in your user research plan for the service
- any problems you’ve found through testing and how you solved them
- any problems you haven’t been able to solve in beta and how you’ll handle them in public beta
Explain your service’s evolution
At each phase, you should explain how your service has evolved since its last assessment.
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