Our methods are designed to deliver results, so no matter how complex or unique your project is, we will achieve the best possible outcomes.
User centred design (UCD) is a process and set of tools used to create a service that focuses on what users need first. It then balances this with technical and business requirements. We follow a clearly defined process which incorporated five key steps.
We use a range of methods to research and observe your activities before carefully analysing them. We gain a clear picture of the people we are designing for, as well as their goals, skills, and attitudes.
UCD tools such as ecosystem maps, user personas and stakeholder profiles help us to understand your business and the barriers your users face.
We’ll then list your business requirements and carefully align them with user needs. This can be challenging, as it quite often uncovers conflicting goals.
Our team will define the problems you’re looking to solve and establish what a successful solution to those problems would be for both your organisation and those who use your services.
At this point in the process, we have gathered a great deal of information and have a deep understanding of your business, which we use to bring your solution to life.
Helpful UCD tools and techniques here include user flows, wireframes and prototypes, designs for user onboarding, information architecture, UX copywriting and accessibility features.
A critical step at this stage is to evaluate potential solutions to establish if they meet the requirements which we defined earlier in the UCD process.
The best way to do this is via usability testing with actual users, which can include guerrilla testing, lab usability testing, unmoderated usability testing, contextual inquiry, phone interviews, card sorting and session recording.
Iteration is best practice and helps us to ensure the design is always centred on user needs. Here, we take all the information gathered from the first design cycle and use it to inform future design choices.
This stage also presents an opportunity to tweak and fix aspects of the service that did not work as well as expected and therefore make impactful changes to better serve users.
In our experience, clients will often say that they are not quite ready for digital transformation. It can often be a case of not being able to see the wood for the trees, with concerns including the quality of data available, current legacy systems or organisational culture.
Clients often say:
We can help. Our service development is flexible but always focused on adding value.
In fact, data cleansing and annotation can happen in parallel with a digital transformation; it’s actually preferable as it enables the team to manage challenges as they emerge.
Changes such as amendments in T&Cs between client and customer, improvements in core data at source, evolution of database strategy, etc.
We’ve found that processes are never fully understood until one immerses oneself in their clients’ activities.
Whilst high-level analysis is important, often operational workarounds are in place that are not captured at the senior management level.
What’s more, root cause analysis happens best in real-time during prime customer operating hours.
It requires an impartial analysis of processes and solutions unencumbered by any historical involvement or link to the underlying activity.
By working with Wyser through a discovery phase, other projects in play are not interrupted or constrained in any way. Importantly, they are part of the overall analysis.
This is the ideal outcome, as the recommendations define ways to navigate challenges with solutions that incorporate projects that are already in flight.
We understand that organisations are complex, and that is why we take a flexible approach to transformation. When you partner with us, we will work alongside your own technical and user teams and can provide a portion of or all of the transformation.
If your organisation has numerous stakeholders with complex needs, disparate systems that do not integrate well or legacy technology and technical debt, our approach will follow the Government Digital Services (GDS) framework. The core stages of the GDS Framework are:
The Discovery stage will usually take between two and eight weeks, depending on the scope of your project. Here we’ll define stakeholder needs and refine the programme or project goal.
It’s also at this stage that we determine the viability of the overall project and detail the scope of works to be carried out in subsequent phases.
At the Alpha stage, we explore potential solutions to the problems uncovered during the discovery. This will involve building prototypes and testing different ideas as well as challenging the way things are done presently.
Then, we’ll decide which of the potential solutions/hypotheses will be taken into beta.
This stage involves both private and public beta. We take the proposed solutions and start to build and test them. An element of this will include thinking about how your service integrates with or starts to replace existing services. It is an essential step in preparation for going live.
Beginning in private beta, we invite a limited number of people to use your service, gathering feedback to make improvements. When we’ve made amendments and are confident that we can run it at scale, we move into public beta; opening the service to all customers in a controlled way prior to going live.