CHALLENGE

• Find out what people want, need and expect from online Public Services, now and in the future. 
  
• Focus on how people use the ‘web’/internet to access online Public Services.
  
• Explore which organisations have permissions to provide online Public Services.
  

METHOD

• Recruited and worked collaboratively with project team throughout delivery.
  
• Planned and liaised with client to develop comprehensive research framework.
  
• Advertised and recruited 149 research participants (non-incentivised) - including on-street, mid-length individual, idea-generation group sessions and in-depth ethnographic style. 
  
• Worked with project team to write up research findings and develop a participant database.
  
• Developed seven key ‘principles’ for the developing consumer-focused online Public Services • Managed the planning and development of supporting short film.

OUTCOMES

• Online Public Service Manifesto. 
  
• Supporting document providing additional information, transcripts, quotes and other data.
  
• A 5 minute film to showcase key insights and bring the research activity to life.
• Research participant database.