Government operations
Improving complex pension-income processing for operational users
Overview
01
The challenge
Operational users were processing fixed and fluctuating pension-income scenarios through complex internal screens.
02
What we needed to learn
Understand how users interpreted fields, calculations and workflow steps and identify where design or supporting guidance created friction.
03
Research approach
Evaluative research with operational users working through realistic pension-income scenarios.
04
What the research revealed
Users could confuse receipt dates and amounts. Averaged calculations needed clearer explanations and dense information presentation made processing harder.
05
How the evidence was used
Recommendations included clearer tables, stronger visual separation, improved explanation and more accessible help and guidance.
Methods used
Usability testing Workflow observation Moderated research Accessibility-focused evaluation
Related capability
Digital Experience Diagnostic / Usability Testing