The Department for Work and Pensions (DWP) needs to develop information for individuals to support them through automatic enrolment. Information should help people understand what the changes mean for them and take the right action (which may be no action). People need access to the right level of detail, at the right time, in the right format, from the right source.
DWP commissioned The Futures Company to conduct research to provide recommendations for 3 areas:
- customer journey: test assumptions about the key points on the automatic enrolment customer journey when individuals will want/need information
- content map: test the information individuals need at each stage of the journey, including content, level of detail and hierarchy
- messages and terminology: test understanding of key messages and specific language terms and determine what actions they promote