Channel DynamicsDiscovery for a new service for benefit claimants
Designing and testing a new service in discovery, with research participants recruited for accessibility needs, as part of a GDS Beta assessment.
1The client
The Department for Work and Pensions was exploring a new service for benefit claimants and needed to understand their needs before committing to design.
2The challenge
The service had to work for people with a wide range of accessibility needs and circumstances, and the evidence had to stand up to a GDS assessment.
The main objectives were to:
- Design and test the new service concept in discovery
- Create a service blueprint for the end-to-end service
- Bring the pain points to life for the client with a visual, multimedia persona journey
- Recruit users with accessibility needs to identify their requirements
3Our approach
Working in a multidisciplinary team, we created a service blueprint and a visual, multimedia persona journey that brought claimants’ pain points to life for stakeholders. Participants were recruited for accessibility needs so that the service would be human-centred for the people who depend on it most.
4The results
The work formed part of a GDS Beta assessment and gave the department a human-centred, strategic direction for the service. Engagement ran from July to September 2021.
