This report presents the findings from an open exploration of the ideal ‘customer journey’ for the new State Pension.
We commissioned the research to:
- improve our understanding of what people reaching State Pension age after the introduction of the new State Pension want and need from the State Pension service
- provide a starting point for designing the customer journey process
We will conduct further customer insight to aid the development of the service.
Authors: Lorna Adams, Alistair Kuechel, Alasdair Stuart, Gill Stewart and Sarah Coburn