User Researcher

Government Sector

Our client is seeking an experienced User Researcher to join their team, working on a project that provides a service to vulnerable adults.

The social video call service was rolled out to prisons starting in April 2020; by November 110 public prisons were holding regular video calls using the Purple Visits service.

There is an opportunity to redesign the secure social video calling service so that we can provide a set of standardised, lean operating models that prisons can adopt to provide a more effective and efficient video calls service. The end goal would be to:

  • Understand the different processes for how prisons are currently booking, facilitating, and monitoring calls
  • Understand the pain points, opportunities for improvement, and resource implications of these approaches
  • Give examples of best practice from prisons currently – prisons that are running an effective and efficient video calls service
  • Create a set of standardised operating models that can ensure a leaner, more effective video calls service

This would enable them to then work with HMPPS to begin to pilot these models in different prisons to test how they work and identify a set of operating models that are more efficient and effective and identify efficiencies for the prison service.

The ideal candidate:

  • 5+ years of experience as a professional user researcher
  • Experience of research in a government context is essential, including experience of working in Agile teams
  • Qualitative and quantitative research experience
  • Academic background in a behavioural science (psychology, anthropology, human-computer interaction) is desirable but not essential
  • Strong verbal and written communication skills
  • Able to evangelise for research and users, working with a range of stakeholders
  • 6 Month contract – Potential to extend – £600pd, Inside IR35

*National plus London Location


We welcome those with alternative identities, backgrounds, and experiences. Our team includes parents, the self-taught, the university-educated, and people of a wide variety of nationalities, ages, and socio-economic backgrounds.

Obviously, we’re looking to ensure it’s a solid fit from both sides: we want you to step into a role you love, and we want to offer you a place you’re proud to come to every day for work.

We know that diverse teams are strong teams, and welcome those with alternative identities, backgrounds, and experiences to apply to be part of life at Zebra People. We are committed to a fair and accessible recruitment process for all candidates. We would be happy to meet any accommodation requests during the application or interview process, please just let us know.

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