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One of the problems with the current process is that users don’t know what they can claim before they get the blue forms. One of our hypothesis is that providing good quality guidance earlier in the journey will help users know what they can and can’t claim.
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This is a first draft of what they guidance could look like
1. How to claim
The first page explains how and where to claim expenses with a link to the service
User Research
The link to the service is a bit too subtle and could be missed by users. We discussed integrating the guidance and the service start page to make it clearer.
2. Travel
We simplified the travel information into an easily read table.
User Research
Where info is there it is mostly clear and helps users know what they can claim for up front.
3. Overnight stays
Our first attempt to simplify the complicated policy and amounts around overnight stays.
User Research
Still too long and confusing, we need to refine again
4. Food and drink
Outlining the amounts for food and drink that users can claim
User Research
Mostly clear but needs to talk about whether receipts are needed.
5 Loss of earnings
First attempt to make loss of earnings clear for users.
User Research
6. Care and childcare
User Research
Needs more info about what Ofsted is and how they can find out if their childcare provider is registered
7. Pet sitting
User Research
Is clear but users express the same suprise as they do when they find it in the journey and were concerned that it could be taken advantage of and people could easily put in fake claims.
8. Other expenses
User Research
This is clear.