UK Home Office

User Researcher

Croydon, England
Posted on:
March 9, 2021

About the job

This is an exciting time to be at the Home Office. You’ll have a chance to shape the future and support our mission to deliver exceptional public services that work for everyone.

Our Work Is Guided By These Principles

  • we put user needs first
  • we value delivery and outcomes over process
  • we work in the open

Our flexible working policy ensures a healthy work-life balance. We also nurture talent and offer a broad range of learning and development opportunities that will help you flourish in your role.

We work hard to maintain a positive working culture and are committed to helping you fulfil your potential. We value diversity and provide an open, inclusive and supportive environment to help you do your best work.

You can keep up-to-date with our work on:

We’re looking for User Researchers who are passionate about what they can bring to delivering better services at the Home Office.

You will work within a fast-paced delivery team - either across several smaller services or dedicated to one larger programme of work. Your research will inform policy, proposition, service, content and interaction design so that digital services work well for users and achieve their policy intent.

As a User Researcher, you will plan, design and carry out research activities to inform the design of government services and help teams get a deeper understanding of the people that use them. You will develop research plans and approaches for a given service. You will use a range of research methods, including usability testing, contextual interviews, and pop up research; and will carry out rapid analysis that involves the wider team whenever possible.

You will be communicating insights from research in engaging and impactful ways to delivery teams and stakeholders to drive change and improve government services.


Your main day to day responsibilities will be:

  • planning, designing and conducting user research and usability testing to understand user needs and behaviours, and support the design and development of government services
  • turning user research findings into actionable insights that inform the design and development of digital services
  • leading on research moderation, analysis and generation of outputs
  • supporting digital delivery teams to build accessible digital services by including participants with access needs and low digital skills in all research
  • working collaboratively in a multidisciplinary delivery team, including designers and product owners, to define research questions, plan research approach and prioritise findings

You will also be expected to carry out the following day to day activities:

  • presenting research findings and related recommendations to team members and stakeholders
  • managing logistics of research sessions, including planning and scheduling sessions and recruiting participants
  • identifying and raising any blockers to research activities

Essential Criteria

You'll have a demonstrable passion for user-centred design, with the following skills or strong experience in:

  • understanding and applying a range of user research methods correctly for different life cycle phases
  • clearly articulating to stakeholders the benefits of taking a user-centred approach, based on evidence
  • applying ethical research standards and practices to ensure the safeguarding and wellbeing of participants and researchers
  • researching diverse audiences to deliver accessible and inclusive digital services
  • managing, executing and analysing usability testing to deliver valuable user insights that inform decisions
  • communicating research findings in a clear and engaging way that drives change

Desirable Criteria
Ideally you will also have the following skills or some experience in:

  • engaging multi-disciplinary teams with a good research process in agile environments
  • managing workload effectively in response to changing deadlines and priorities
  • mentoring or coaching more junior User Researchers
  • familiarity with the Government Service Standard


  • desirable but not essential: a degree in HCI /Cognitive Psychology/ Anthropology/ Sociology/ Computer Science or related field, and/or relevant industry experience

Technical Skills

The essential skills listed above are reflective of the Home Office DDaT Profession Skills and Competency model (based on the industry standard SFIA framework). We’ll assess you against these technical skills during the selection process.

Development and implementation

  • User Experience
  • User Research (URCH) - level 3
  • Inclusion- level 3
  • Ethics - level 3

Relationship and engagement

  • Stakeholder management
  • Relationship management (RLMT) – level 3

Strategy and architecture

  • Information strategy
  • Strategic planning (ITSP) – level 3
  • Technical strategy and planning
  • Emerging technology monitoring (EMRG) – level 3


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