In our previous blog post, we summarised the first phase of our alpha exploring how service assessments should work in Wales – and user research has been at the heart of it.
Led by Gabi Mitchem-Evans, our research surfaced clear themes and practical insights to guide what happens next.
We spoke with:
- 5 service team members
- 1 x leader
- 1 x Welsh speaker
- people with a variety of experience with service assessments and from across different sectors such as arm's length bodies, Public Health Wales, Welsh Government and central government
Here’s what we learned...
1. Experienced panels matter, and Welsh context counts
Teams want assessors with hands-on experience of the Digital Service Standard for Wales, and ideally, a clear understanding of Welsh-language services. The “who” matters less than the “how” – panels must feel credible, supportive and relevant.
2. Language shapes experience
Many users said past assessments felt like being “critiqued”. In contrast, our approach in Wales felt more like peer support – something to build confidence, not tear work down. A simple change, like calling it a “review” rather than an “assessment”, could help set a more constructive tone from the outset.
“[It’s there] not as a beating but as a help and support thing. Assurance. You’re not there to criticise”
3. Self-led reviews could ease the fear factor
There’s real interest in checklists and self-assessment tools – especially for teams early in delivery. These could help teams prepare, spot gaps, and feel more confident before stepping into a formal review.
4. Show us what good looks like
Teams are asking for examples of successful services – case studies that show how others have met the standards, what that looks like in practice, and how challenges were overcome.
5. One size won’t fit all
Not all teams follow the discovery–alpha–beta–live model. Some need support early on; others closer to launch. Our process needs to be flexible enough to meet teams where they are.
6. Service reviews can strengthen supplier accountability
Some teams told us reviews could help them quality-check outsourced work - ensuring what’s delivered meets expectations and standards, especially where internal oversight is more limited.
7. Action plans should live with teams
Teams saw it as their responsibility to act on the review’s recommendations -– with product or service owners leading the way. But to do this well, assessments need to align with existing internal processes and governance.
8. Make it easy to find and request a review
Right now, it’s hard to find service assessment guidance online. Our prototype request form tested well and there's strong support for a single, clear place on the CDPS website to learn about and request a review.
What’s next
We're heading into our second experiment, where we’ll explore:
- when in a project’s lifecycle reviews are most helpful
- what the most useful outputs should be
- how reviews fit with existing governance
Get involved
If you're leading digital delivery in Wales, we’d love to hear from you. Sign up to take part in our research, and help shape a service that works for you.
Use the link to sign up to participate in the research:
Our next show and tell will take place on Thursday 4 September – book your place.
