The eSafety Commissioner is seeking to engage a vendor to supply ad-hoc user experience services to be delivered for eSafety’s web properties. The services will be brief to the supplier on an as-needed basis and may include:

 usability testing

 heuristics and expert user review

 user persona development

 user journey development

 information architecture and content review.

Background

The purpose of the eSafety Commissioner (eSafety) is to help safeguard Australians at risk from online harms and to promote safer, more positive online experiences. eSafety leads and coordinates the online safety efforts across Australian Government departments, authorities and agencies and engages with key online safety stakeholders. It has a broad remit which includes administering complaint schemes and the development of audience-specific content and programs to help educate all Australians about online safety risks and how to deal with harms including cyberbullying, adult cyber abuse, image-based abuse and illegal and restricted content. eSafety manages and maintains several web properties, including eSafety’s own website (https://esafety.gov.au), and the Be Connected learning portal (https://beconnected.esafety.gov.au).

The Strategic Communications and Digital Product Development teams have engaged various agencies via individual procurements to fulfill user experience (UX) services as new features have been developted. This has exposed the need to have an agency available to respond to requests as new deliverables are raised by stakeholders. eSafety seeks to engage a supplier to deliver UX services on an as-needed basis for eSafety’s web properties and to provide actionable recommendations based on best practice user experience and usability principles. 

Scope of work / considerations

eSafety may engage the supplier over the course of this contract to deliver UX services for eSafety’s web properties. The scope of the services may include, but is not limited to:

 preparing an engagement plans and research methodologies to meet the research objectives

 reviewing the remit of eSafety programs, audience documentation, and website analytics data

 engaging with eSafety stakeholders as necessary to gather information about the organisation’s objectives and the target audiences

 developing user personas

 developing user journeys

 conducting an expert UX and heuristic reviews

 conducting end-user usability testing, including recruiting participants matching participant profiles

 reviewing mock ups and designs and providing advice on suitability or areas for improvement

 delivering documentation and UX artefacts

 delivering actionable recommendations and advice about how the web properties can be improved

 delivering presentations to stakeholders and written reports as necessary.Responding to this RFQ

We invite you to submit your applications to this RFQ providing a rate card for your user experience services. Please include detailed information on your rates for the services outlined in this RFQ and provide inclusions and exclusions along with any additional offerings you provide.

Vendor requirements:

All proposals should include an overview of experience delivering similar services, in particular to a government organisation if applicable, and outline the skillsets/resumes of the staff proposed for this engagement. The inclusion of use cases and sample deliverables would be highly regarded.