Streamlining advice journeys
Streamlining advice journeys

Following a review of our services back in 2017, we began to think about why and how people access our help. We were keen to understand if there was anything we could do to improve the way our website users find the help they need.

We started by looking at the in-depth analysis produced by our researchers, and tried to pinpoint some trends. We also considered the expectations our website users would have for the kind of services we provide, … Read more