International collaboration, comparative research and service improvement

Context

I led user research on an international biometric data exchange service, working with UK and international partners across differing organisational and operational contexts.

The service involved complex workflows and high operational demands.

Illustrative map used within research and guidance activities to communicate the international context of the service and support shared understanding across stakeholders.

My role

Lead User Researcher, responsible for discovery and iterative research across national and international stakeholders.

Approach

• Conducted mixed-methods research to understand user workflows and confidence levels
• Facilitated workshops bringing together diverse expertise across organisations and countries
• Used comparative research to surface differences in approach and identify opportunities for improvement

To structure the research and align methods with key uncertainties, I developed a flexible research plan, adapted to the complexity of the system and user roles.

Illustrative research plan structure, adapted and anonymised for confidentiality.

This approach allowed the team to balance depth of insight with practical delivery constraints.

What we learned

• Different organisational models shaped user expectations and behaviours
• Comparative research helped surface differences in workflows, expectations and confidence levels across organisations
• Collaboration across disciplines and borders strengthened outcomes

Impact