This document discusses challenges with storing and sharing user research data across organizations. It proposes developing a taxonomy and repository to consistently organize user research assets like transcripts, findings summaries, and case studies. This would make the valuable data accessible to designers, developers and other decision makers. Examples of folders for a user research repository include plans and briefs, materials, working files, outputs, raw data and administration. Proper organization could help avoid repeating research, allow teams to learn from each other's work, and demonstrate the impact and worth of user research.

1. Digital, Data and Technology
Storing and sharing user
research
Katy Arnold
Head of User Research
Home Office
@katyarnie

2. Digital, Data and Technology
I user research

3. Digital, Data and Technology
But user researchers have
a problem

4. Digital, Data and Technology
We want to keep all our
data forever

5. Digital, Data and Technology
Why it is important

6. Digital, Data and Technology
Which means our
organisations don’t get
maximum value from our
work

7. Digital, Data and Technology
So our impact is limited

8. Digital, Data and Technology

9. Digital, Data and Technology

10. Digital, Data and Technology
These aren’t only our
problems

11. Digital, Data and Technology@tsharon

12. Digital, Data and Technology

13. Digital, Data and Technology
Repeating research
Working in silos
Devaluing our worth

14. Digital, Data and Technology
But we don’t have the
tools…

15. Digital, Data and Technology
We started by developing
a taxonomy

16. Digital, Data and Technology

17. Digital, Data and Technology
Have you ever used
tagging in Sharepoint?

18. Digital, Data and Technology
What are we trying to
achieve?

19. Digital, Data and Technology
The research we do is
valuable and we need to
make it available to others

20. Digital, Data and Technology
Designers, developers,
product managers…

21. Digital, Data and Technology
Decision makers in
operations

22. Digital, Data and Technology
What about those who
make policy?

23. Digital, Data and Technology
Store it consistently, so it
makes sense to others

24. Digital, Data and Technology
Shareable outputs which
are anonymous,
lightweight and accessible

25. Digital, Data and Technology
User research folder
Create 6
folders within
your user
research
folder
Research plans and briefs
Materials and resources
Working folder
Outputs
Raw data
Admin

26. Digital, Data and Technology
User research folder
Create 6
folders within
your user
research
folder
Research plans and briefs
Materials and resources
Working folder
Outputs
Raw data
Admin

27. Digital, Data and Technology
Lists of user needs
Interview transcripts and notes
Video clips
Experience maps / actual user journeys
Research brief, research questions &
debrief
Case studies
Summary slide decks of insights
Photos of research at work

28. Digital, Data and Technology
User research repository:
A collection of shareable
assets gathered through user
research

29. Digital, Data and Technology
Lists of user needs
Transcripts
Video clips
Findings summaries

30. Digital, Data and Technology
How to organise things

31. Digital, Data and Technology

32. Digital, Data and Technology
Find out Choose & act Decide Issue or fulfill Use & comply Enforce
Understand options,
how to do something
Decide, apply or request
something
Check identity, suitability
and eligibility
Notify of a decision and
issue something
Do the things I need to
do, meet the rules
Identify cases and
decide intervention
User
People know if they
need to do something
and what the options
are
They know the right
thing to do and what to
do next
They feel confident
about what to do and
how to do it
User
People actually do the
right thing or have
(correctly) ruled
themselves out
Service provider
Organisation gets the
right data it needs to
make a decision
User
People are clear about
what is happening and
when
Service provider
Organisation is able to
make a decision in line
with evidence and
policy
User
People understand
what the decision
means, what they can
and can’t do. They get
the decision in time
Service provider
Issue permission and/or
token of entitlement.
This entitlement can be
checked by others
where appropriate
User
People can do what
they need to do and
know how to meet the
rules for this service
Service provider
Records of status and
entitlement are accurate
and up to date,
entitlement can be
checked by others
Policy
Understand the impact
of policy decisions and
the extent to which
we’re achieving policy
outcomes
User
People know if they are
complying with rules or
not and what is likely to
happen if they are not
Service provider
Identify cases of rule or
law breaking, determine
appropriate action and
take steps
Policy
Understand the impact
of policy decisions and
the extent to which
we’re achieving policy
outcomeshttps://hodigital.blog.gov.uk/2017/08/04/what-we-mean-by-service-outcomes-and-measurement/

33. Digital, Data and Technology
A sophisticated way to
think about service
management

34. Digital, Data and Technology
How can we help multiple
teams working on
different parts of a
service?

35. Digital, Data and Technology
What do we know about
logging in?
Have we done any research
with asylum seekers?
What wireframes do we have
for workflow management?
I’d like to see some
case studies about
passport applicants

36. Digital, Data and Technology
Group projects by service & stage
FIND OUT CHOOSE ACT DECIDE FULFILL COMPLY ENFORCE
SERVICES
Group projects by
stages and themes

37. Digital, Data and Technology
Audit of existing user research –Visit the UK

38. Digital, Data and Technology

39. Digital, Data and Technology

40. Digital, Data and Technology
Thank you!
Katy Arnold
Head of User Research
Home Office
@katyarnie