Posts
Working with support agents to identify service problems
How we worked with support agents to look beyond individual feature requests, understand the underlying problems and identify opportunities to improve how claims are processed.
Claim an early years teacher recognition payment
11 August 2026
Explaining when users are not eligible and what to do next
Users who are not eligible for childcare support still need help understanding their options. We explored how to explain ineligibility and learned what information users need to feel confident about what to do next.
Accessing childcare support
24 June 2026
Determining eligibility for parents on leave
Determining eligibility for parents on leave involves complex rules and uncertain future circumstances. We explored how to provide useful results within the limits of the first service release.
Accessing childcare support
26 June 2026