Project teams have 3 options to ensure their service meets the requirements laid out in the government’s digital service standards.
1. Conduct your own user research
You can follow the guidance in this section of the Digital Service Delivery Guide and conduct your own user research. You’re responsible for sharing the findings and how you addressed issues with the eServices User experience (UX) manager. They will assess this work though the required service maturity assessments.
2. Have a vendor conduct user research on your behalf
You can include this work in the project scope for the vendor to complete. You are responsible for sharing the findings and how they addressed the issues with eServices. You can also talk to the UX manager to help define the project scope.
3. Have eServices conduct user research on your behalf
The eServices User experience manager can conduct user research if they are available. There is a chargeback for this service that you can discuss with your project's Service delivery manager.