How can Ad Hoc improve its user research methods to gather more actionable insights for government digital services?

Introduction

To improve Ad Hoc's user research methods for gathering more actionable insights for government digital services, we need to take a comprehensive approach that considers the unique challenges and opportunities in this space. I'll outline a strategy that focuses on enhancing our research methodologies, leveraging technology, and aligning our efforts with government-specific needs.

Clarifying Questions (5 mins)

• Looking at the context of government digital services, I'm thinking about the diverse user base and complex regulatory environment. Could you help me understand the primary user groups Ad Hoc is currently focusing on, and any specific compliance requirements that might impact our research methods?

Why it matters: Determines the scope and constraints of our research approach Expected answer: Focus on citizens and government employees, with strict data privacy regulations Impact on approach: Would tailor research methods to comply with regulations and address specific user group needs

• Considering the current state of Ad Hoc's user research, I'm curious about the existing methodologies and their effectiveness. Can you share what research methods are currently in use and which ones have been most successful in generating actionable insights?

Why it matters: Helps identify gaps and opportunities in current research practices Expected answer: Primarily using surveys and usability testing, with limited success in qualitative insights Impact on approach: Would focus on enhancing qualitative research methods and introducing new techniques

• Given the goal of improving actionable insights, I'm wondering about the key performance indicators (KPIs) for government digital services. What are the primary metrics Ad Hoc and its government clients use to measure the success of their digital services?

Why it matters: Ensures our research methods align with key success metrics Expected answer: Focus on user satisfaction, task completion rates, and cost savings Impact on approach: Would tailor research to gather insights directly related to these KPIs

• Considering the unique challenges of government services, I'm thinking about potential barriers to user participation in research. What have been the main obstacles in engaging users for research, and are there any specific incentives or restrictions we need to be aware of?

Why it matters: Influences our approach to user recruitment and research design Expected answer: Limited user availability, concerns about data privacy, and restrictions on incentives Impact on approach: Would develop strategies to overcome participation barriers and ensure representative samples