User research


Continuous user research and testing is core to our approach, ensuring that we are gathering feedback every sprint, iterating based on this feedback and getting this back into the hands of users for further testing and feedback. Through these continuous cycles of user testing, we can ensure that we’re constantly responding to feedback and working towards meeting user needs.

We have been conducting in-depth research and testing with planning officers and planning managers across our local authorities, as two of the main user groups of BoPS, as well as ICT specialists and Enforcement Officers.



To ensure that we’re engaging with a wide range of different local authorities, we have been carrying out user research and testing with London and non-London, and inner city and rural local authorities.

To date, our team has conducted:

  • 17 user interviews across 10 local authorities during the discovery phase to identify and validate user needs
  • 30 prototype testing sessions across 14 local authorities during the alpha phase
  • 39 testing sessions across 10 local authorities during the beta phase for Permitted Development

Our approach includes:

  • User interviews — one-to-one interviews
  • Process shadowing — shadowing planning officers and managers using existing systems and ways of working
  • Co-design — creating sessions with users to co-design early concept based on their needs
  • Prototype and code testing — getting prototypes and code into the hands of users to move through the end-to-end user journey, gathering feedback and insights to then apply to further iterations


This slide deck explains how we use two services, Otter and Dovetail, in our user research and testing.






















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Mark

A user-centred Back-office Planning System (BoPS) for local authorities


BoPS is a collaborative local authority project, funded by the MHCLG Local Digital Fund and led by Southwark Council & Partners.


Contents
  1. About the project
  2. Project background
  3. Our approach
  4. User research
  5. Discovery phase
  6. Alpha phase
  7. Beta phase
  8. Weeknotes and sprint notes


If you are part of a local authority team or an interested party and would like to find out more about contributing, collaborating and/or our approach, please get in touch:

Project contact
Tom Buttrick, Southwark Council
tom.buttrick@southwark.gov.uk

@BoPs_Digital

Tom Harrison, Senior Delivery Manager, Unboxed

tom.harrison@unboxed.co




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Mark