Research with marginalised groups to understand the difficulties in accessing benefits

We’re conducting research to gain a deeper understanding of the experiences of marginalised individuals in Wales as they navigate the current benefits system. 

We aim to identify the key challenges and barriers that prevent them from accessing the support they are eligible for including Free School Meals, Schools Essential Grant and Council Tax Reduction benefits.  

A key principle in the Digital Service Standard for Wales is ‘understand users and their needs’. With an estimated £2bn of unclaimed benefits in Wales, hearing directly from claimants and understanding the challenges they face, will help us design a better service to make it easier to claim what they are entitled to.

Our multidisciplinary team will work in fortnightly ‘sprints’. This means we plan our work in two-weekly cycles and talk openly about what we’re doing and learning at the end of each cycle. These regular feedback loops will help us adapt quickly and deliver value as early as possible.

We will provide project updates on a regular basis.

We're looking for participants to help shape our work. Whether you: 

• Identify as part of a marginalised group 
• Represent marginalised individuals (such as through a third sector organisation or council) 
• Can connect us with relevant communities or networks 

Your insights are invaluable. We want to understand your experiences, challenges and how we can better support you and the communities you represent. Please contact James by emailing benefits@digitalpublicservices.gov.wales  

Keep an eye on this page for resources we use during this project.

The Digital Service Standard for Wales: Tried and tested principle for designing digital services