The webpages were improved following extensive research and usability testing of the pages - one of the most visited sections of nidirect. The pages went live on Tuesday 2 February 2021 and can be viewed on nidirect.
Judith Clarke of Universal Credit Programme tells us more about the process, saying,
“Universal Credit Programme and Operations teams worked with Corporate Communications, nidirect, and members of the public, to test, rewrite and improve the Universal Credit information on nidirect.
Testing involved 15 members of the public who were likely to claim UC in the future. They were each asked to find 8 specific pieces of information relating to Universal Credit on nidirect and their on-screen journey and eye movements were tracked. The data revealed that Universal Credit information on nidirect could be improved and we worked to ensure that all UC related information was clear, accessible, and written in Plain English.
A substantial amount of work has gone into the content and design of the new pages to enable customers to find and understand the information they need about Universal Credit.
In the absence of face-to-face services caused by the COVID-19 pandemic, it is more important than ever to offer accurate and timely information that can be easily accessed and understood by the customer. Given that more and more people are claiming UC, and often for the very first time, we are pleased that these pages are now live so that they may serve the needs of the public.”
If you have any questions regarding the new layout or content you can contact Corporate Communications by emailing firstname.lastname@example.org.