October 20, 2023
Employing a user-centred and design-driven approach to enhance the Crown Commercial Service’s guidance to public sector buyers
The Crown Commercial Service (CCS) undertook a major content transformation initiative. Their goal was to provide accessible, user-friendly guidance to public sector buyers utilising CCS agreements. However, achieving this goal called for addressing the intricate needs and expectations of a diverse user base while adhering to evolving standards and best practices.
We deployed a holistic and user-centred approach to deliver on the goals of this project, involving:
The impact of this initiative was significant, leading to the creation of guidance that were not only more accessible but also better aligned with user expectations. By iterating on templates and applying best practices, these documents were bought in line with GDS content design guidance, content design principles, and WCAG 2.1 standards. The CCS Content Improvement Solution has ushered in a new era of user-friendly guidance, enhancing the experience of public sector buyers and aligning CCS documents with modern best practices.
Working with DLUHC over a 3-year period to conduct a robust, research-driven evaluation of 60+ local government digitalisation programmes
Working with BEIS to enhance user engagement with digital services to drive its Climate Finance Accelerator (CFA) initiative
Partnering with the BEIS to design and establish an effective digital policy engagement system to propel the energy sector toward a Net Zero future
Supporting the Frontline Digitisation team in the NHS to design a programme of support for hospitals purchasing and implementing electronic patient records (EPRs)