UK SBS FWMRCR17055ACAS - Advisory and Good Practice Services (GPS) User Research

The broader aims of the review of Advisory and Good Practice Services are to get a clear understanding of what our current and potential future customers and stakeholders require from Acas expressed in a set of user stories, with supporting market and trend analysis and stakeholder perspectives. These will subsequently inform the development of service visions, service portfolio and our operating model.

This can be broken down as follows: • Knowledge of current users including: Who uses us, what their needs were, their experience of our service, how they found us and the channels they use, their customer journey, potential future use, • insight into who doesn't use us and why not • an appreciation of what stakeholders value in these service areas • insight into potential growth markets • an understanding of the changing market for advice/training/consultancy services • An understanding of current service objective, our operating model and service constraints 2.2 The specific aims for this element of the research and the work you are bidding for. The aims for this element of research which we would like you to bid for are: • Through face to face interviews with users and potential users of the above services: o An understanding of what users' needs are when deciding on training and getting help and advice with workplace issues. o An understanding of the stages involved in deciding whether to use these services. o An understanding of the 'pain points' of obtaining these services. o This would be done in the context of the Acas services listed in the introduction and more generally these types of services. • Through a lab session with 6 users completing scenario based tasks: o An understanding of the usability of the current training booking pages on the Acas website with a view to understanding where and if it is meeting users' needs.

This will help to inform decisions about future development of this part of the Acas website. Acas will then use this research to supplement what it already knows about users and non-users of these services to develop user personas (i.e. for these services; the main types/groups of users, what their needs are, their customer journey) in order to fulfil the broader aims of the project.