We conduct user research both online and in‑person, each providing different benefits.

Online research:

• increases the number of users we can reach
• is more time‑efficient
• allows easier observation by wider teams

In‑person research:

• enables observation of natural behaviours
• supports users with low digital literacy, limited access to technology, or specific accessibility needs

Online user research

Before the session

1. Planning

• Define research goals, hypotheses, and key questions in line with the product owner’s (PO) objectives.
• Select method (for example, interviews, usability testing, observations, A/B testing.).
• Recruit participants based on inclusion and exclusion criteria, working with the research operations team (ReOps) if applicable.
• Create a discussion guide and any test scenarios. Circulate the discussion guide to the UCD team, PO and business analyst (BA) for comment.
• Make sure the balance in GiftPay is enough to cover incentives. If not, request funds from your PO.
• If you have a senior user researcher aligned with your project, make sure to consult them during the planning stage so you can create a plan together.

2. Scheduling

• Arrange sessions and send invitations ( if you have a ReOps colleague on your team, they’ll lead on this).
• Send an information sheet and consent form to the participant ahead of the session.
• Circulate a sign-up sheet to others in your team, to get a notetaker and observers.

3. Technical setup

• Create and test a Teams meeting link (you can use other platforms such as Zoom if the participant requests this).
• Test your audio, video, and screen sharing functions.
• Set up recording software, if the participant gives consent to capture audio and video.
• Keep consent forms, sign‑up sheet, notetaking templates and relevant links and resources ready.
• Brief your notetakers and observers about what is expected of them.

4. Test run

• Conduct a test run with a colleague, if needed.

During the session

1. Setup

• Turn on ‘Do Not Disturb’ on Teams.
• Join early and open all required documents.
• Have consent forms and session materials ready.

2. Welcome and consent

• Introduce yourself and explain the purpose of the session – start to build a rapport.
• Confirm informed consent using the appropriate consent form. If a participant has not returned their completed consent form before the session, you can take verbal consent. You must capture this as part of the recording.
• Reassure participants about anonymity, confidentiality, and the right to withdraw.
• Explain the incentive process, if applicable.
• Collect demographic data to record in a participant log. This varies by project but typically includes gender, age, region, access needs and digital literacy level.

3. Conducting the session

• Invite notetakers and observers to join, once you’ve confirmed the user consents to this. Observers should briefly introduce themselves but remain muted and off camera during the session.
• Follow the discussion guide but do not be scared to deviate from what you had planned, if it feels necessary.
• Be aware of participant body language. Adapt your approach or check if the participant needs a break if they appear uncomfortable.
• Manage pacing and keep the session on track. If the session looks like it will run over, check that this is ok with the participant.
• Check for questions from the notetaker or observers at the end of the session.

4. Closing

• Thank the participant and explain how their input will be used.
• If applicable, remind them of the incentive and give a timescale about when they should expect to receive it.
• Stop the recording.

After the session

1. Immediate Wrap‑Up

• Debrief with the notetaker and observers. Make sure this is a separate Teams link to the research session.
• Gather notes and record key themes.

2. Analysis

• Apply your chosen analysis method.
• Extract quotes or audio snippets if needed.
• Synthesise findings into insights.
• Compare insights against goals and assumptions.

3. Sharing findings

• Prepare a playback slide deck with your UCD team to gather feedback before showing others.
• Present findings to the wider team and stakeholders, including Department of Health and Social Care (DHSC) if appropriate.
• Provide clear recommendations and next steps to the team, including design decisions where possible.

4. Governance

• Upload consent forms and recordings to the data library.
• Upload playback deck and any other artefacts to the insight library.
• Complete the participant log (working with ReOps, if available). Make sure this is anonymised.

In‑person user research

Before the session

1. Planning

• Define goals, method, recruitment criteria, and prepare session materials in the same way you would for online research.

2. Approval

All in‑person research must be approved by:

• the head of profession for UCD
• your people manager
• the lead URs

You need to let them know the research overview, dates, times, location, contact details, and who will be attending the sessions.

3. Choosing a location

• Confirm suitable and accessible locations (homes, public spaces, NHSBSA offices, partner organisations).
• Co-ordinate with people at the location about requirements, accessibility and room setup.

4. Health and safety

• You must have access to the “User Research F2F” WhatsApp group and understand the check-in process.
• Wear your NHSBSA ID badge (displaying your first name only).
• Always attend with at least one other colleague.
• Do not share personal information or accept food or drink in participants’ homes.
• Leave immediately if you feel uncomfortable.
• Follow the NHSBSA safeguarding policy.

5. Equipment

Typical equipment you’ll need for in-person research sessions includes:

• Laptop, tablet or phone
• charger
• printed consent forms
• stationery
• workshop materials
• pop‑up banner
• paper incentive vouchers (if applicable)

During and after the session

We structure in-person sessions in the same way as online sessions, so you can refer to the online guidance.

However, there are 3 main differences to consider.

1. Time taken

• Make sure to arrive early so you have enough time to prepare, including meeting with organisation contacts and setting up the space.
• Remain aware that in-person research is often more time consuming due to travel. Make sure your project team understands and agrees to this.

2. Personal safety

• Before the session, inform the F2F WhatsApp group that you’ve arrived safely.
• After the session, inform the F2F WhatsApp group that the session has ended and that you’ve left the site.

3. Expenses

Submit an expense request for any costs incurred by travelling for research purposes. This can include food and drinks.

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