behavioural research gallery

Universal Credit

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Home Group

Introduction Flyers Introduction Flyers, A5 introductory flyers delivered with client comms packs
Quick Guide Quick Guide, Visual Journey on a page
Information & preparation tool Information & preparation tool, a tool to help tenants ensure they are prepared for Universal Credit

  • Why
  • How
  • Outcomes

  • Why

    To conduct an insight research project to explore awareness and understanding of recent changes to the benefits system.

  • How

    Primary research was conducted across three regions via insight groups and depth interviews with employees, customers and clients.

  • 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.