The Cabinet Office Digital & Technology team is looking for an experienced User Researcher to deliver digital services that meet user needs in areas as diverse as National Security & Civil Contingencies, Electoral Registration, Fraud, Error & Debt, Honours & Appointments. Alongside these core policy areas, you will support Civil Service functions such as HR, Finance & Commercial, as they grow their digital capability and iterate their services. The team provides delivery, consultation and assurance services throughout Cabinet Office, working with policy and operational units across the department to deliver broad digital transformation.
You’ll work as part of a small cross-functional agile team, amongst digital and policy experts in the heart of the central government machine in Whitehall. Your contribution will help to deliver digital services across the Cabinet Office and build digital capability.
As a User Researcher you will:
• Plan, design, prepare and deliver user research activities to support the design, development and continuous improvement of government services (including contextual discovery, early stage concept and prototype testing, lab based usability and accessibility testing)
• Design and run contextual and discovery research to develop a deep understanding of the needs of all users of a service
• Manage the usability and accessibility testing process from recruiting participants, designing test tasks and preparing discussion guides to test moderation, analysis and presenting results
• Lead the design, execution and analysis of ad-hoc quantitative surveys
• Conduct required user research throughout Alpha and Beta phases of projects to launch, including post-launch research as required
• Communicate user research findings to the team and wider organisation so that they share a strong and empathetic understanding of their users (including presentations at show and tells, designing and maintaining research outputs on the team wall and formal reports)
• Work closely with designers and developers to turn user research findings into stories and other deliverables that lead to valuable product and service features
• Align user research activities with wider plans to inform service proposition
• Use performance and web analytics to create a rich picture of user behaviour to tell the full story of how and why people use our services
• Contribute to the user research community within GDS and across government
• Mentor and guide more junior user researchers to assure and improve research practice
• Take part in and present your findings in Government Digital Service Assessments, where this is required, before a service launch.
Skills and experience
It’s essential that you have demonstrable experience of:
• Designing and building online transactional services, especially those with a complex user journey
• Experience and knowledge of user-centered design practices
• Designing, facilitating and analysing research, using the full range of methodologies including contextual research studies, quantitative research studies, usability and accessibility testing
• Working in an agile development team with developers, technical architects, product managers, business analysts and a delivery manager using your research findings to help effect better service design
• Advocating user research and engaging sceptical colleagues and stakeholders in research benefits and opportunities
• Working with a cross-functional team to scope user research within defined project phases and timescales
It is desirable that you have:
• A good understanding of the social and technological context for government services, and experience of aligning user research activities to help teams understand changing user behaviour
• A degree in HCI/Usability/Cognitive Psychology/Market Research or related field, or relevant experience.
• Experience of audience modelling and developing data driven personas
• An understanding and experience of working to Government Digital Service standards within the user research role
• Ability to craft clickable UX prototypes using GDS government toolkit or other prototype software (e.g Axure)
Please note that this role requires SC clearance, which would normally require 5 years’ UK residency in the past 5 years. This is not an absolute requirement but supplementary checks may be required where individuals have not lived in the UK for the required period. This may mean that your security clearance (and therefore your appointment) will take longer or, in some cases, not be possible.
We’ll assess you against these competencies during the selection process: