I joined the start of the digital transformation programme in the Crown Commercial Service (CCS), which is part of the cabinet office, as a user experience research consultant. CCS, less than 2 years old, was made up of previous government procurement organisations and various teams thrown together. They had 60 + systems which didn’t talk to each other.
By 2020, CCS will enable £18 billion in UK public sector spend on common goods and services through their commercial buying agreements – which cover everything from stationery to laptops to fleet to legal services to facilities management and contingent labour. By centralising, aggregating and making this buying more efficient, CCS will save money for the customers and taxpayers.
Research into complex government procurement processes in a huge landscape, with a lot of manual offline processes. Methods included ethnographic research using video capture of users screens, workshops, process mapping and videos of end to end offline and online processes. The biggest challenges for users lay in the gaps between systems.
Personas, user stories, UI/UX prototypes, user journey maps/flows,‘as is’ and ‘to be’ diagrams, IA diagrams, infographics and research walls
User journey maps