This report presents the findings from an open exploration of the ideal ‘customer journey’ for the new State Pension.
We commissioned the research to:
improve our understanding of what people reaching State Pension age after the introduction of the new State Pension want and need from the State Pension service provide a starting point for designing the customer journey processWe will conduct further customer insight to aid the development of the service.
Authors: Lorna Adams, Alistair Kuechel, Alasdair Stuart, Gill Stewart and Sarah Coburn
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