Government services
Making complex pension-income decisions easier to understand
Overview
01
The challenge
Users needed to understand decisions involving pension income, calculations and eligibility rules where misunderstanding could affect important outcomes.
02
What we needed to learn
Understand how users interpreted terminology, calculations, eligibility information and changes in circumstances.
03
Research approach
Research with users navigating complex decision communications, including people with low numeracy or dyscalculia.
04
What the research revealed
Terminology could be confusing. Calculation breakdowns needed to be clearer, particularly for users with low numeracy, and important next-step information required stronger prominence.
05
How the evidence was used
Recommendations included clearer terminology, improved explanation of criteria, more detailed calculation breakdowns and stronger information hierarchy.
Methods used
Moderated interviews Comprehension testing Accessibility-focused research Communication testing
Related capability
Digital Experience Diagnostic / Communication Testing