User Research
We are committed to providing the best service we can for those claiming compensation.
We do user research with people who are using the service, or planning to do so, to make sure it works well for everyone.
What is user research?
User research is about learning what different users need from public services.
User researchers think about these needs and work with teams to make sure the service is designed to meet these needs.
If you take part in user research, we could ask you to:
- try out a new part of the compensation service
- talk to us about your experience of the claim process
- give feedback through a survey
User researchers working for us follow strict standards set out by the Government Digital Service (GDS). You can read about these standards in the GDS service manual (opens in new tab).
Why we do user research
We do user research to:
- understand what different people need from the service
- test new design ideas, content and features to see if they work well for everyone
- understand problems people are having and how they might be resolved
Taking part in user research does not affect the timing, progress or outcome of a compensation claim. Being involved in research means helping us test how the service works, not how a specific claim is assessed.
Who we do research with
We do research with people over 18 who are currently claiming compensation or planning to do so.
We also do research with professionals providing support to people claiming compensation, including:
- healthcare professionals
- advisers
- charities and support organisations
We have a user research panel which we use to contact people to take part in research when we are running sessions.
What happens when you meet a researcher
When you meet a user researcher, they will:
- introduce themselves to you and tell you more about what they do
- explain the purpose of the research
- ask for your consent before you take part
They will always contact you from an email address ending in ibca.org.uk. You can always contact us to check whether an email or phone call you have received is genuine.
We anonymise any information you provide through research. It will be confidential and not traceable back to you. Never reveal any information during research if you are unsure.
Taking part in user research
Sometimes, we ask people who have not previously taken part in research to tell us that they would like to be involved.
We will advertise when people can join our research panel through our communications channels and through our Community Updates newsletter, which you can sign up to get by email. We also work with organisations supporting the service to involve different people in research.
We will not be able to include everyone who wants to take part in research and we do not offer financial incentives.
How we protect your data
We securely store all the information shared with us. Your claim and any future claims you may make will not be affected by the information you share through research.
See our privacy notice for details on how your information is protected.