Case Study: Welsh Government builds trusted, accessible coal tip services with User Vision research

Welsh Government develops 5 behavioural archetypes with User Vision

The Welsh Government faced the challenge of understanding community needs to support the launch of a new Authority for managing disused coal tips. They commissioned User Vision to conduct in-depth user research to ensure future digital services would be relevant and trusted by affected residents and landowners.

User Vision implemented a mixed-methods research strategy involving interviews and focus groups. This approach identified key user archetypes and needs, enabling the Welsh Government to develop an accessible, user-friendly, and trustworthy public website. The research provided vital, evidence-based insights that validated assumptions and focused the service design, ensuring the new Authority's solutions are rooted in real-world community experiences.

Welsh Government