We were asked by the National Crime Agency to conduct a GDS-aligned user research Discovery to help them make decisions about the future direction for their website.
This was the first time that the the National Crime Agency had engaged with their users in this way. So our first task was to help them identify the types of people who used their website, and to break them down into the distinct user roles that we could target for involvement in our research.
We ran a user role mapping exercise to help the team to identify priority user roles (which included police and law enforcement officers, journalists, and jobseekers), and the channels we could use to recruit them to participate in our research.
We used 1-1 interviews with users, workshops and surveys to identify a set of user needs, which we then helped the National Crime Agency team to prioritise for an Alpha phase.
Our recommendations were welcomed by the National Crime Agency, who have used them to develop a website that is optimised to meet the needs of their priority users.