User research and accessibility audit services for UK public sector

Trusted by over 60 UK public sector organisations to research, test and improve digital services.

Public sector services often fail because they are designed around systems, not the people who use them.

Without user research and accessibility testing, you risk rolling out digital services that exclude users and increase support demand. Legal obligations under the Public Sector Bodies Accessibility Regulations add further risk for organisations that skip this step.

Invuse provides user research and accessibility audit services for UK public sector organisations. Testing happens with real users, including people who use screen readers, voice recognition software and other assistive technologies. Digital services are then audited against the Web Content Accessibility Guidelines (WCAG) 2.2 AA standard.

From initial discovery through to continuous improvement, our work helps your teams understand what people need and where services fall short.

What’s included in the user research and accessibility audit services ?

This service combines two disciplines that work best together. User research helps you understand what people need and how they use your service. Accessibility auditing ensures your service meets WCAG 2.2 AA standards and is usable by people with disabilities. Invuse integrates both into a single, evidence-led process.

Step 1:

Scope and planning workshop

This initial workshop sets the foundation for the project by defining the research objectives, identifying key stakeholders, and aligning on the desired outcomes. We ensure all parties have a shared understanding of the research goals and scope, focusing on the broader service experience rather than just digital touchpoints. This alignment helps set clear expectations and guides the research process effectively.

Step 2:

Data and analytics review

We conduct a comprehensive review of existing data and analytics across all service channels, including digital and non-digital interactions. This step involves analysing user behaviour, service performance metrics, and operational data. The goal is to create a data-driven foundation that informs the research process, highlighting both online and offline areas that require further exploration.

Step 3:

Define key user journeys

We map out the critical user journeys that are central to your entire service, not just digital platforms. This involves identifying the primary tasks users need to complete and how they interact with various service touchpoints whether digital, in-person, or via other channels. Understanding these journeys ensures the research focuses on the most impactful aspects of the overall user experience.

Step 4:

Develop a research plan

We develop a comprehensive research plan that outlines the methodologies and tools to be used for gathering insights from stakeholders and end users across all relevant service channels. The plan includes the scope of research activities such as surveys, interviews, observational studies, and usability testing. This ensures systematic data collection that accurately reflects user interactions across the service landscape.

Step 5:

Stakeholder engagement

We engage with a broad range of stakeholders, including internal teams, partners, and external collaborators, to gather their insights, expectations, and concerns regarding the service. Through interviews or workshops, we ensure that a wide array of perspectives is understood and integrated into the research process, aligning the research outcomes with both organisational goals and broader service delivery considerations.

Step 6:

End user engagement

We conduct surveys, focus groups, or interviews with a diverse sample of end users, covering different demographics and service usage scenarios. This step is crucial for capturing a comprehensive understanding of user needs, pain points, and experiences across all service touchpoints, ensuring that the service design meets the real-world needs of its users.

Step 7:

Usability testing with assistive technology users

Usability testing is conducted with end users to validate the effectiveness of the service across all interaction points. We test with people who rely on screen readers, magnification tools, voice recognition software and keyboard-only navigation. This identifies barriers that automated testing misses and provides direct evidence of real-world accessibility.

By observing users as they navigate the service whether online, in-person, or through other channels. We identify obstacles or frustrations and gather feedback on potential improvements. This iterative testing process helps refine the service design based on direct user input.

Step 8:

Research analysis and platform recommendations

After collecting all data and feedback, we conduct a thorough analysis to identify key insights and trends across the entire service. We then provide actionable recommendations for improving the service’s overall performance, user experience, and alignment with user needs. These recommendations will guide the next steps in refining or developing your service to better meet the expectations and needs of all users.

The deliverables and benefits you’ll receive

Comprehensive user research report
A detailed report summarising findings from all research activities, including user behaviour, pain points, and opportunities for improvement.
User testing results
A summary of what was observed during testing sessions, including where users succeeded, where they struggled, and what they told us.
User journey maps
Visual maps of the key journeys users take through your service, showing where they encounter friction and where the experience works well.
User personas based on real data
Profiles of your key user groups, built from research rather than assumptions, to guide design and content decisions.
Accessibility audit report
A prioritised list of accessibility issues found during the audit, tested against WCAG 2.2 AA, with recommended fixes ordered by severity.
Usability testing report with assistive technology feedback
Findings from testing with users who rely on screen readers, voice recognition software and other assistive technologies, identifying barriers that automated testing misses.
Retest and validation report
Confirmation that previously identified accessibility issues have been resolved, with evidence of retesting against WCAG 2.2 AA.
Updated accessibility statement
A revised accessibility statement for your website reflecting the current audit findings, compliant with the Public Sector Bodies Accessibility Regulations.
Roadmap and recommendations
A prioritised action plan for ongoing improvements to your service, based on all research and testing findings.