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

This file may not be suitable for users of assistive technology. Request an accessible format.

If you use assistive technology (eg a screen reader) and need a version of this document in a more accessible format, please email Please tell us what format you need. It will help us if you say what assistive technology you use.


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.