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Sector Challenge 9: Claiming Universal Credit remotely

In early 2021 a Catalyst-funded team is prototyping and testing ways of providing remote support for individuals struggling or failing to make Universal Credit claims online. The brief: http://bit.ly/3t3oI5l

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Doug Belshaw in Sector Challenge 9: Claiming Universal Credit remotely

Screenshots of app

Further impact of this project

An innovation award and 60+ benefit organisations signed up

Doug Belshaw in Sector Challenge 9: Claiming Universal Credit remotely

Wrapping up the project

Sharing everything necessary to take this work forward

Doug Belshaw in Sector Challenge 9: Claiming Universal Credit remotely

Combining Prototypes A and B

Which works best from a UX point of view?

Since extending the project, we’ve run two mini-workshops with Hyde Housing to combine two of the prototypes we came up with during the initial 11 weeks. These are Prototypes A and B…

Doug Belshaw in Sector Challenge 9: Claiming Universal Credit remotely

Extending the project

After an Easter break, the digital team has reassembled to continue working on Sector Challenge 9: Claiming Universal…

Doug Belshaw in Sector Challenge 9: Claiming Universal Credit remotely

Catalyst playback session

Telling the story of Sector Challenge 9

Doug Belshaw in Sector Challenge 9: Claiming Universal Credit remotely

Arrow (labelled “Strategic direction” pointing towards an X (labelled “Outcome”) Text reads “25% of applicable people don’t apply”

What does a rapid prototyping project feel like?

Hearing from charity participants in their own words

Hannah Belshaw in Sector Challenge 9: Claiming Universal Credit remotely

Persona for Bill, 57 he/him

The importance of revisiting personas after user research

Improved representations through better…

Doug Belshaw in Sector Challenge 9: Claiming Universal Credit remotely

Prototype show-and-tell

Recording of our webinar during Week 9 of the project

On Friday, we ran an online session for those interested in the progress we’re making during our 11-week Catalyst-funded sector challenge.

Doug Belshaw in Sector Challenge 9: Claiming Universal Credit remotely

Universal Credit Service Map iterated based on user feedback (circles, with rounded lines, and no colour)

Three prototypes to help people claim Universal Credit successfully

Discover / Define / Develop /…

Daniel Mosforth in Sector Challenge 9: Claiming Universal Credit remotely

How working in the open has magnified our impact