What we changed
This is new content and design concept to test whether a visual aid in a form of a flow or a map diagram will help users understand the different procurement journeys they could use and the length of time each could take by showing all the key steps.
We created a visual map of the main types of procurement, highlighting the key stages in each journey. We designed a 'tube map’ style diagram to show each key stage and colour-coded each procurement route
Why we changed this
We know from research that users struggled to understand that there were different procurement processes other than the traditional ‘get 3 quotes’ from suppliers.
We also know users don’t know how long a procurement process can take i.e. all the different stages that they’ll need to follow to run a compliant procurement process.
We bet that a visual aid in a form of a ‘tube map’ style diagram would help users quickly understand that there are different ways in which they could do a procurement depending on their particular buying need. We also bet this diagram could help users understand how long a typical type or procurement could take and therefore be able to plan accordingly.
How it works
Users are presented with a start to a procurement process in this diagram and follow a coloured route based on the amount they’re spending. Each coloured line has ‘stations’ showing key stages they should follow in order to keep to a compliant process.
The diagram does not detail every step of a procurement process, just a high-level series of stages where the team felt it was important for users to follow that stage.
Testing with users
The complexity of procurement resulted in a complex visual. This means that it was not possible to show users the whole visual on the screen. They had to navigate through it using a mouse and keyboard. Most users managed this, but there were comments about them potentially not knowing what to do if the researcher was not present.
Some users suggested breaking down the visual to show individual routes because they would only want to see and read about the route that interested them.
The timescales did not resonate with users. We know some procurements take longer than others, therefore the longest timelines were used generically for all categories. Users felt that the timelines being shown were too long.
The visual map was based on a tube map. While lots of people instantly recognised it and how it related, they also took this to mean that they could move through the map in the same way, for example, left to right or top to bottom, in the same way that travellers can change lines on the tube, they thought the same would be true for this visual and for a procurement.
Users did not find the diagram easy to use. Expert users understood the diagram and the different stages, but it didn’t always match up to the order in which they would complete their procurement.
Less experienced users did not understand the diagram. The language did not always match theirs. Generally speaking, the language that is used seems to vary widely. There was not enough information within the visual map for them to understand it.
Users wanted or expected the map to be interactive, so that clicking on areas would take them to information that they were interested in or would explain phrases.
Further considerations
This diagram prototype is a design concept, created to test our users general understanding of the different procurement types and stages, and the length of time an average procurement may take.
Different procurement process are complex, the key stages of when users need to know or act on it or when it’s an optional step is not always set. The routes and stages need to be fully understood and agreed before further work on this diagram starts.
The terminology and language used for procurement needs to be reviewed in any further work. Users new to procurement may not understand some terms and there is limited space within a diagram to explain this in enough detail which can lead to including jargon. Some consideration is needed to the way stages are described to minimise this risk.
We should consider if there is a viable user need for a visual aid in this format or if we should explore other ways of presenting routes to buying and timelines.
If a diagram is needed, we should consider where a diagram like this is shown and in what way as it’s not currently meeting GOV.UK standards to be included in a GOV.UK guidance page or service page.
Screenshots
School Buying Professional procurement routes
