User research

3 posts

As we start out on the journey to improve our digital services, one of our key objectives is complete transparency around what we are doing and how we are doing it. This blog is one way in which we are sharing progress in transforming our online experience with our members, customers and the wider industry. We are sure to face challenges as we move through this process, but we will make sure that we continue to listen to our members and do our ut ... read more

We know that in order to design and build a service that people really want, it needs to be based on what people actually need. With that in mind, the first thing we needed to do to kick start our digital journey was to understand what our member's needs and pain points were, so that we could plan our work around solving their problems from day one. Sometimes you have to put yourself in other peoples shoes to understand what’s really going on. To ... read more

You may have seen or heard the use of Alpha and Beta testing before, but what does it all mean? They're not just letters of the Greek alphabet, there's a lot more to it than that. As part of our ongoing transformation, we'll be changing to an AGILE method of delivery. This has many benefits including: Rapidly releasing products Regularly engaging with users Reacting to changes in needs Throughout this process, we'll be releasing products at diffe ... read more