Thank you for taking the first step in ensuring that HM Revenue & Customs can provide and continue to provide services that are accessible to, and that works for, everyone.

Purpose of this study

To ensure HMRC creates services that are usable by everyone, we need to get real world user experiences and comments and feed these valuable insights back to the teams creating the services. 

Information we want to collect

We will receive your personal data from a variety of research methods which may include: asking you to show us how you use a service, diary study, semi-structured interviews, data analytics, online survey. We will observe how you do tasks and will ask you some questions to gather your comments and feedback. To help us analyse and share our findings, we need to capture this feedback for use by the project team. The types of data we may be using for this project include: notes, audio recordings, screen recording of tasks, photographs and a video of you taking part in the research.  

How we ensure your privacy 

Only the project team will be able to see the diary study. The full raw content will not be shared outside the team or government. 

We may use your comments and feedback in reports to share our findings within HMRC and the wider government. Your data will be anonymised and we will not use your name in anything we share. 

With your consent, we may use video, audio clips and photographs (if collected) when sharing feedback with other people inside HMRC and the wider government. These recordings will not be shared outside government. If you do not give your consent, we will blur faces and bleep or mask out any identifying information.

How long we will keep your personal data

We will only keep personal data captured during a research session for as long as we need it for the purpose(s) of this piece of work which is usually up to 6 months, after this it will be securely destroyed. We never sell your personal data on or use it for marketing purposes.

Your data protection rights
Under certain circumstances, you have the right: 

  • to ask us for access to information about you that we hold 
  • to have your personal data rectified, if it is inaccurate or incomplete 
  • to request the deletion or removal of personal data where there is no compelling reason for its continued processing 
  • to restrict our processing of your personal data (i.e. permitting its storage but no further processing) 
  • to object to direct marketing (including profiling) and processing for the purposes of scientific/historical research and statistics 
  • not to be subject to decisions based purely on automated processing where it produces a legal or similarly significant effect on you 


Further information about your data protection rights appears on the Information Commissioner’s website at: https://ico.org.uk/your-data-matters/

Withdrawal of consent 

If you ever want to withdraw your consent, contact us at user.experience@hmrc.gov.uk. Any personal data we hold about you (such as the recordings) will then be securely destroyed. 

Further information:

This work is being carried out by CDIO, which is a part of Her Majesty’s Revenue and Customs (HMRC). For the purpose of data protection legislation, HMRC is the data controller for the personal data processed as part of this project. In order for our use of your personal data to be lawful, we need to meet one (or more) conditions in the data protection legislation. For the purpose of this project, the relevant condition(s) that we are meeting are ‘Public Task’. 

More information about how HMRC protects the privacy and security of your personal information and how it collects and uses this information in accordance with the data protection law and how to lodge a complaint can be found in the HMRC Privacy Notice. You can find this by going to GOV.UK and entering HMRC Privacy Notice into the search bar.