Research and analysis

Concept testing the migration of tax credits customers to Universal Credit

Research exploring customers’ responses to an example migration journey, testing their reactions and understanding, and their perception of how smooth the journey might be.

Documents

Concept testing the migration of tax credits customers to Universal Credit

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Details

The aim of this research was to explore tax credits customers’ responses to an example of a ‘managed migration’ journey to Universal Credit. It tested their reactions and their understanding of what they may need to do - and if they understood the consequences of inaction.

The research also explored with participants how the migration could be made easier for them. The research was qualitative, comprising face-to-face interviews and small group discussions.

Participants were customers likely to be included in the managed migration to Universal Credit.

Published 4 April 2019