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User research, usability and journey testing

NS&I

This public procurement record has 1 release in its history.

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13 Oct 2026 at 08:01

UK7 - Contract Details Notice
Summary of the contracting process

NS&I procured an industry-specific software platform for internal user research, usability testing and customer-journey testing. The tool is intended to help its teams assess digital services, customer journeys and content, supporting evidence-based service improvement. Research is to be conducted without a moderator and includes both NS&I customers and people who are not customers. The buying organisation is NS&I, the UK government-backed savings and investments provider. The platform is for use in the United Kingdom. The requirement is for software that supports research and evaluation by NS&I teams, rather than a separately described research consultancy or delivery of a specific digital service.

The procurement is complete and awarded to Optimal Workshop. NS&I used a direct award below the applicable threshold, without competition. The contract was signed on 1 October 2026 and runs from 1 October 2026 to 30 September 2027. Its value is £15,833.33 excluding VAT, or £19,000 including VAT. The procurement was structured as one lot. The published information does not give a separate award date or award value. The award is active and the contract is active. No evaluation criteria are set out, consistent with the direct, non-competitive route; no competitive scoring basis is reported.

The award shows demand at NS&I for a software platform that enables in-house teams to run unmoderated research with customers and non-customers and test digital services, journeys and content. A credible competitor for this requirement would need to provide a usable research tool suited to those activities and support evidence-led service improvement within the buyer’s teams. The contract was awarded through a direct, below-threshold route without competition, so the outcome does not demonstrate a competitive evaluation or identify scored supplier attributes. The selected supplier, Optimal Workshop, is an SME. The requirement is specifically for user-research and usability software for NS&I; suppliers focused only on general IT services or outsourced research delivery may not match it.

How relevant is this notice?

Notice Information

Notice Title

User research, usability and journey testing

Notice Description

NS&I requires the procurement of the user research tool to support internal user research, usability testing and evidence-based service improvement. The platform will enable NS&I to conduct unmoderated research with customers and consumers (non-customers), helping teams evaluate digital services, customer journeys and content.

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-h6vhtk-07861e
Publication Source
Find A Tender Service
Latest Notice
https://www.find-tender.service.gov.uk/Notice/096332-2026
Current Stage
Award
All Stages
Award

Procurement Classification

Notice Type
UK7 - Contract Details Notice
Procurement Type
Standard
Procurement Category
Goods
Procurement Method
Direct
Procurement Method Details
Below threshold - without competition
Tender Suitability
Not specified
Awardee Scale
SME

Common Procurement Vocabulary (CPV)

CPV Divisions

48 - Software package and information systems

CPV Codes

48100000 - Industry specific software package

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
£15,833 Under £100K

Notice Dates

Publication Date
13 Oct 20261 weeks ago
Submission Deadline
Not specified
Future Notice Date
Not specified
Award Date
Not specified
Contract Period
1 Oct 2026 - 30 Sep 2027 6-12 months
Recurrence
Not specified

Notice Status

Tender Status
Complete
Lots Status
Complete
Awards Status
Active
Contracts Status
Active

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
NS&I
Contact Name
Available with D3 Tenders Premium →
Contact Email
Available with D3 Tenders Premium →
Contact Phone
Available with D3 Tenders Premium →

Buyer Location

Locality
LONDON
Postcode
SE1 9HA
Postcode Area
South East London
Country
England
Major Region (ITL 1)
TLI London
Basic Region (ITL 2)
TLI4 Inner London - East
Small Region (ITL 3)
TLI44 Lewisham and Southwark
Delivery Location
Not specified
Local Authority
Southwark
Electoral Ward
Borough & Bankside
Westminster Constituency
Bermondsey and Old Southwark

Supplier Information

Number of Suppliers
1
Supplier Name

Optimal Workshop

Further Information

Notice Documents

Open Contracting Data Standard (OCDS)

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The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts.

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