This challenge is to prototype and test ways of providing remote support for individuals struggling or failing to make Universal Credit claims online for reasons like a lack of digital or language skills, or mental health issues.
Initial User Research – Discovery
We needed to know and understand the struggles people had with the Universal Credit application process.
In order to do this we decided to carry out initial user interviews. This methodology was chosen as we knew it would allow us an an in-depth understanding of the users’ experiences.