Case Studies

Discovery about the learning and training web experience, for Wellcome Connecting Science

We were asked by Wellcome Connecting Science to conduct a piece of discovery work about the experience and needs of users of their learning and training website. 

The mission of Wellcome Connecting Science is to enable everyone to explore genomic science and its impact on research, health and society. To achieve this, in part, they run courses and conferences for researchers and healthcare workers around the world.

Their learning and training website is part of a wider digital presence that has grown organically over the last few years. Stakeholders largely agree that the web presence could do a better job to deliver the mission, but they lacked evidence about user behaviour, experience or expectations. 

We conducted a programme of user research, including 1-to-1 user interviews, a user journey mapping workshop, and a review of website analytics, as well as interviewing stakeholders and reviewing existing guidance and documents. 

A notable challenge was conducting our user research with an international target user base. We conducted all of our research in English, with English speakers, although we had to account for the fact that not all of the participants spoke English as their first language.

And planning research with users in different timezones, in Africa and South America, presented us with some challenges around scheduling research.

We presented our findings, including a backlog of 34 user needs, a set of proto-persona profiles, user journey maps and a channel ecosystem map to the team, and made recommendations about how to act on our findings for the Wellcome Connecting Science team to consider.

“This was a challenging discovery. Not only did Lagom need to capture the views of multiple stakeholders and but also identify the requirements of a diverse set of users located across the globe. Lagom managed this and more, providing us with the evidence on when and how our users engage with our website.
We are now using this information to make informed decisions on what to do next to enhance our digital presence.”

Dr Michelle Bishop, Associate Director, Wellcome Connecting Science

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