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How could you make a difference to 10.2 million people?

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Image of Matthew

This week Matthew Brebner tells us what it’s like answering calls and customers’ questions during the Self Assessment peak. It’s HMRC’s largest annual campaign, bringing in funds for vital public services, including the NHS. This year, 10.2 million customers completed …

Introducing User Research in Content Design

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We’ve read many stories of meeting user needs in the development of digital services, but what do you do when the user researcher on your team also has accessibility needs? We spoke to Maz, an autistic user researcher, who joined …

Inside our Surge and Rapid Response team

Posted by: , Posted on: - Categories: Accessibility, Culture & Values, Diversity, General, Guest blog, Inclusion, Recruitment, SURGE
Surge team working in customs

  Created in 2015 in response to a challenge by CS People Board to improve operational resilience across the civil service the SRRT’s purpose is to support any central Government department or agency manage forecasted and unexpected peaks in demand …

How HMRC user researchers stay at the top of their game

Posted by: , Posted on: - Categories: Digital services, Digital Skills, Digital workplace, General, Innovation, User research
Colleagues working around laptops

I’m Sara Woodman a Senior User Researcher and I lead Learning and Development for HMRC User Research. As a user researcher, I am part of a team that work on some of the largest digital transformation programmes undertaken by government. …