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We were given the challenge of designing a way of recieving your benefits when you do not have, and could not have, a bank account
Central government
Policy areas
  • Financial
  • Inclusion
  • Benefits
  • User research
  • Service design
Point of contact
Chloe ColemanFounding partner

Working with Universal Credit, we were given the challenge of designing a service for users who could not open a bank account, alongside creating the communication strategy, translating and iterating the branding into a physical medium, and disseminating materials to those in need through the best possible means.

One of the most common reasons why a person could not open a bank account was having no ‘fixed address’, which in practice often translates to users who are experiencing homelessness.

We ran qualitative, semi-structured interviews with homelessness charities, people who had formerly been experiencing homelessness, and people currently living with no fixed address. 

These interviews formed a foundation of our work informing the design of a user-centric service that not only met the functional requirements but also took into account the specific circumstances and limitations faced by individuals without a fixed address. We incorporated their feedback, suggestions, and lived experiences to ensure that the service was accessible, intuitive, and met their specific needs.

Throughout the project, we embraced an iterative approach, continuously refining and adapting our solutions based on user feedback and emerging insights. By adopting this iterative process, we ensured that the service and communication strategy were responsive to the evolving needs of the target audience, allowing for ongoing improvement and optimization.

By combining qualitative research, collaborative engagement with stakeholders, and an iterative design approach, we were able to create a tailored service and communication strategy that directly addressed the challenges faced by individuals without a fixed address. Our commitment to understanding the unique circumstances and perspectives of this vulnerable group allowed us to deliver a solution that was empathetic, effective, and responsive to their needs.

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