To build a service that works, you need to understand users from their point of view. This avoids designing based on assumptions that are biased by your own perspectives.
Conduct user research with a wide range of people to get a clear picture of what they're trying to do when they use your service.
Explore the below user research methods to know when and how to research.
Visualise when, how and why a user interacts with your system and producteast
During discovery you should start to map the broader service landscape, research the real needs and problems faced by your users, and understand the policy intent and technology constraints.east
Alpha is an experimental phase. It's an opportunity to check if you are building the right thing, before you go ahead and start building a working service.east
The aim of user research in the Beta phase is to test the service with likely users to make sure it meets their needs and to understand and resolve usability issues.east
The aim of user research in the live phase is to assess people's experience of using your service, understand their evolving user needs and test new features, changes or improvements.east
Making sure you are inclusive in your recruitment process will help your team develop better products, systems, and experiences.east
‘Ethical conduct’ is more than doing the right thing. It is acting in the right spirit, out of respect and concern for others.east
We recommend paying research participants for their time, experience, and insights they provide to help design and create NSW products and services.east
Include current and prospective users. Use existing research to know their needs.east
Plan to gather evidence. Decide how you will analyse and use your insights.east