Assisting customers with digital services
...them or talk them through the process. In our lab we had the participant viewing the customer portal of view driving record whilst our observers were recording the action in...
Jamie Trollope
Customer insight in an Agile environment: NUX2
Standing on a stage, lights dimmed except for the high-powered spotlight shining in my eyes. A room of 500 industry experts in web design, analytics and research all waiting to...
View Driving Record: October’s usability testing
This past Monday, after a four and half hour drive from Swansea to Liverpool, we found ourselves checking into a hotel about 50 feet from the Echo Arena where, interestingly,...
View driving record: user testing
As we get closer to the Beta phase of the 'view my driving record' service, our insight activities are gathering pace. September was another busy month of testing with the public. This time we travelled to Plymouth, and then just …
Testing for the Integrated Enquiry Platform
My name is Jamie Trollope and although I have worked in the Customer Insight Team within DVLA for a number of years, I have only recently joined the exemplar project...