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Current readings
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GOV.UK User Research argues that support tickets should be part of user research, not treated only as a queue for resolving bugs and technical issues. The tickets offer feedback users provide without prompting from researchers, revealing issues and feature requests they consider important.
The team describes a shared method for analysing tickets across GOV.UK Notify, GOV.UK Pay, Registers and GOV.UK Platform as a Service. It agreed what to record, developed a taxonomy—a set of categories for tagging requests—and began by tagging tickets manually. Later, the team added tags to its support system so staff could apply them while replying, allowing monthly automated reports.
The reports helped the team spot recurring requests and questions. GOV.UK User Research says some findings led to quick fixes to product pages or documentation; other findings prompted usability testing to investigate what was going wrong. The team also says it tracked ticket volumes over time to assess whether a solution was working.
This approach connects user feedback to product work and gives the team a way to check whether certain kinds of contact become less frequent. The article does not report ticket counts or show the results of those checks. It also says the team found some tags were not actionable or useful, so it removed them and revised its categories as products changed.
Background & sources
GOV.UK User Research is a UK government blog publishing accounts of user research methods and their use in public services.
No additional background is recorded for this identity. The references below are the basis for this context.
