Go-live phase research

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.

During the go-live phase you still need to think about your service from end to end. You need to consider all the ways users interact with it - including all tools, transactions, support and offline actions. 

Research participants 

You must continue to do research with a broad range of users including: 

  • those with limited digital access and abilities 
  • people with disabilities 
  • culturally and linguistically diverse (CALD) audiences 
  • people who use assistive technologies such as screen readers or speech recognition software 
  • public servants who will both use and deliver the service.  

Typical user research activities 

During the live phase, you will learn more about your users’ needs by: 

  • reviewing web analytics and other available data to measure service performance 
  • conducting surveys or follow-up interviews to collect detailed user feedback 
  • using that feedback to gain a deeper understanding of any problems with your product or service – and deciding how you will fix them 
  • doing face-to-face and remote usability tests to find usability and accessibility issues with features  
  • conducting A/B testing (comparing two versions of a web page to see which performs better) on new and changed features. 

From these activities you’ll get: 

  • a deeper understanding of how different users experience your service 
  • insight into usability and accessibility issues and how to fix them 
  • ideas for ways you can improve your service. 



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