DLUHC

A discovery and private beta to reduce friction for applicants and caseworkers handling a key working-age benefit claim — automating eligibility decisions on a legacy payment system without touching the legacy payment system.

Client

Department for Levelling Up, Housing and Communities

Role

Lead UX Researcher

Year

20236-month engagement

Status

ShippedPrivate beta, internal

Case throughput

+38%

Measured against the pre-pilot baseline over eight weeks.

Caseworker touchtime

−6m 12s

Median time from claim received to decision issued.

Applicant drop-off

−14pts

On the ID verification step — the deepest trough in the funnel.

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