Research and analysis

Attitudes towards the Pensions Advisory Service website: working paper no. 80

Findings of user testing on the website that took place in 2010.


Attitudes towards the Pensions Advisory Service website: Findings from a user testing study

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By Jamie Wales

The Pensions Advisory Service (TPAS) is an independent, non-profit organisation providing free information and guidance to the public on pensions. A major element of this provision is a website that provides access to a range of information and TPAS services.

This working paper presents the findings of an evaluation of the website undertaken in 2010. The evaluation took the form of a series of user-testing sessions in which 19 volunteer participants were individually observed performing a range of operations (some self-generated, some standard for all users) using the website. Participants’ views on the website’s design, navigability, content and so on were also recorded and are summarised in the paper.

Published 2 July 2010