During alpha research, we found that some users were unclear about the eligibility requirements, even after reading the guidance.
This created a risk that users would spend time progressing through the service only to discover later that they were not eligible for a payment.
Understanding the problem
The eligibility criteria for the payment are important, but they can also be complex.
While users could access guidance before starting their claim, our research showed that some participants either overlooked key information or interpreted it differently from what we intended.
This meant users could continue through the journey with an incorrect understanding of whether the payment applied to their circumstances.
As a result, some users were at risk of spending time gathering information and completing questions unnecessarily.
Testing a different approach
Rather than relying solely on guidance, we explored ways to make eligibility requirements more visible within the service itself.
We introduced an early self-declaration step that asked users to confirm they met key eligibility requirements before continuing with their claim.
The aim was not to create an additional barrier, but to help users actively consider whether the payment was relevant to them before investing further time in the journey.
[Insert screenshot of self-declaration screen]
What we learned
During subsequent rounds of testing, users demonstrated a clearer understanding of what was required to make a claim.
The self-declaration step encouraged users to engage with the eligibility criteria rather than simply reading past them.
Although it introduced an additional question into the service, it helped reduce uncertainty and set expectations earlier in the journey.
We also found that users appreciated understanding what would be expected of them before providing personal information or evidence.
Looking ahead
As the service moves into private beta, we’ll continue to monitor how users interact with the eligibility journey and whether the self-declaration step helps reduce ineligible claims.
We’ll also continue to test the content and presentation of eligibility information to ensure users can make informed decisions about whether to start a claim.