behavioural research gallery
Universal Credit
>Home Group
- Why
- How
- Outcomes
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Why
To conduct an insight research project to explore awareness and understanding of recent changes to the benefits system.
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How
Primary research was conducted across three regions via insight groups and depth interviews with employees, customers and clients.
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Outcomes
Findings established that customers were not prepared for Universal Credit, due mainly to the limited information they had received. ICE developed a series of materials to aid Home Group in their transition to Universal Credit.