Senior UX Researcher

We spent 2 years across 5 different services leading the User Research on one of the biggest transformation programmes HMRC undertaken for its 'Customs Declaration Service'.

The role involved transforming manual paper services into a digital service which lowered the barriers to entry and knowledge required to complete transactions which end users would require an agent/ intermediary to on their behalf at a cost.

We led the research from Discovery to Beta across those services, passing the Government Digital Service (GDS) assessments first time due to our focus on understanding our users and prioritising their user needs against various iterations and releases of the service. 

Our day to day responsibilities at HMRC goes beyond that of a standard Senior User Researcher (e.g. managing recruitment, conducing researching, journey mapping, developing personas, contributing to designing the service, etc.) but also responsible for duties that would traditionally be carried out by a Business Analyst and a Product Owner.