'Understanding users and their needs' is a fundamental principle for public service design as part of the Digital Service Standard for Wales. The principle recognises that effective services must be built around real user experiences rather than assumptions or internal processes.
At CDPS, we are currently exploring how we can improve access to Welsh benefits, so that people in Wales can get the support they are entitled to more easily. To ensure inclusivity is at the core of this work, we’re conducting in-depth research with marginalised groups to identify and address the specific challenges they face when attempting to access benefits.
An overview of our research
In a recent show and tell, I shared insights from our extensive user research programme. Our direct engagement with marginalised communities highlights the barriers people face when trying to access the support they need.
We engaged directly with 31 individuals across Wales. These represented 5 key user groups including disabled people, carers, single parents, people from minority ethnic backgrounds, and those with no recourse to public funds.
Our research had various approaches. We conducted remote interviews and pop-up sessions in Cardiff Central Library. We held focus groups with organisations like EYST based in Swansea. We also collaborated with Community Housing representatives across Wales. This approach generated over 3,000 individual data points for analysis. This will provide great insight into real user experiences.
The reality on the ground
Early findings paint a picture of the barriers preventing people from accessing support. One disabled participant revealed that completing an application form took several days due to hand spasms and fatigue from their condition. This highlights how current paper-based systems exclude those with physical impairments.
Perhaps most concerning is our discovery that people are actively choosing to forgo benefits they're entitled to. One participant explained: "Because of the previous bad experience, it's not worth it for a couple of quid. I'll just struggle on." This sentiment reflects a system that's failing those it's designed to help.
Our research also uncovered awareness gaps. One individual missed out on council tax reduction for six years simply because they didn't know it existed. When they finally discovered their eligibility, retrospective claiming wasn't possible, representing substantial financial loss during a period when every pound matters.
Keep it simple
The overwhelming message from participants was clear: "It would be so much more simple if there was a one stop shop for benefits." This feedback directly supports the Welsh Government's vision for streamlining access to Welsh benefits.
We are now conducting thematic analysis to turn these findings into actionable insights.
By understanding not just what people need, but why they need it, we are helping lay the foundation for a benefits system that truly serves all Welsh citizens.
