Elizabeth Hitchins

Worked as a GDS User Researcher across three discovery phases for government transport services at Kainos, delivering rapid qualitative research to help shape future service direction in complex policy and operational environments. Planned and conducted research with a range of users and stakeholders to understand needs, behaviours, and pain points, bringing evidence into team decision making throughout discovery. Worked closely with multidisciplinary teams to explore problem spaces, test assumptions, and identify opportunities for service improvement in line with GDS standards and Service Manual guidance. Alongside research delivery, supported teams as a GDS Assurance Specialist and Accessibility Specialist, helping services meet government standards for accessibility, inclusivity, and user centred design.

Working with the engagement and operations team on a Salesforce service to track and monitor interactions with the Infected Blood Inquiry. Contributing to the development of the user research community and insights throughout the authority.

Working on the discovery and Alpha phase for a new Legal Practice Management Service as the main system used is due to be replaced Concentrating on research with litigation and advisory lawyers as well as business support services and finance. The alpha consisted of working with 3 specialised vendors, Salesforce, Peppermint and Sharedo evaluating their suitability through user research to replace the current case management system. I worked with various users across the business as well as those with access needs.