This is the story of how I rapidly created insights to inform the design of a new service while influencing the policy thinkers at Ofgem – The U.K’s Heat Network regulator.
Lead User Researcher
User Research, Generating Insights, User Testing, Surveys, Client presentations
Completed GDS assessment, presenting and showcasing user research.
Generated insights that went beyond design feedback, influencing the language and thinking of policy makers.
How can heat networks become compliant with new policy and regulations?
Co-created assumptions & research goals
Co-created research questions
Participant recruitment portal & consent
Prototype feedback from testing
Depth interview script
High level user journey with research scope
When I joined, the team were a few weeks into the Alpha phase with limited insights gathered from discovery and urgently needed more clarity about the users in order to design the registration process.
Broad research plan / cadence
Managing daily tasks with junior researcher
Reporting, with insights, personas and quantitive data anaylsis
As the team had lost the initial user researcher before I joined, I was short on time, therefor there was an emphasis on rapid and lean research. The approach to focus heavily on 1-2-1 interviews worked well, although it did take a few rounds for me to feel orientated within the deep sector language.
The frequent user testing was critical in providing regular and iterative feedback to the service and content designers. In order to ensure we focused on the biggest risk (understanding & positioning in the sector) we tested using low-fi prototypes. This ensured we didn’t get distracted with interaction design but rather on the fundamentals of the service and proposition. Unfortunately the GDS alpha assessment team felt that without having tested using the prototype kit we would fail the assessment. This was disappointing but was remedied with 2 sprints of additional testing using the prototype kit which helped the team develop their understanding further.
The biggest indicator of success for me was not the initial GDS assessment but rather the feedback and strength of relationship with the client. They were happy and had the insights they needed to feel confident enough to proceed.