This report provides findings from a 2 wave telephone survey undertaken with Universal Credit full service claimants. The research was carried out by IFF Research between March and September 2017.
The study aimed to:
- increase the Department for Work and Pensions’ evidence base, to inform potential refinements to the fully digitalised service
- gather information on user experience and outcomes especially for those previously excluded from Universal Credit live service but eligible for Universal Credit full service
- understand whether and how a move to a digital service affects claimants’ behaviours and labour market engagement
The findings from this report have been used to improve the delivery and design of Universal Credit for claimants.
Authors: Rowan Foster, Lorna Adams, Siv Svanaes, Catherine O’Driscoll and Dominic Thomson (IFF Research).