- The guidance went through several rounds of user research and we updated it to make it clearer.
1. How to claim
Updated and clarified. Made the link to the service clearer
User Research
Better but the call to action to start using the service is still not clear enough.
2. Travel
Simplified all guidance into a table rather than having a combination of text and table, shorter and clearer
User Research
Clear
3. Overnight stay
Simplified and reordered the amounts. Combined amounts to make it easier to understand
User Research
Better but users still not clear on who paid for their stay if the cps/court/wakefield paid for it
4. Food and drink
Simplified and made a bit shorter
User Research
Is clear
5. Loss of earnings
A little bit shorter and simpler to reflect the policy change to pay a fixed amount of £67 a day to people who’ve taken an unpaid day off.
User Research
Clear but need to update self-employed to add proof options that are easier to get.
6. Care and childcare
Made shorter and simpler
User Research
Need to help users understand whether they childcare is ofsted registered or not.
7. Pet sitting
Not changed, but we will remove this in future.
8. Other expenses
Unchanged
9. Make a claim v2
We started to experiment with adding the guidance to the top of the start page to make it clearer to users where they could get guidance and where to go once they have seen the guidance.
User Research
In testing, will update in a later post when we have the UR.