Universal Credit: customer experience without compassion

BBC Radio 4’s ‘Money Box’ isn’t often where you go for a scoop with political ramifications but today’s announcement by the programme that families on Universal Credit will miss out on payments over the festive period adds some excitement to what’s often a ‘worthy but dull’ feature in the Saturday schedule.

Leaving aside the politics for a bit, this is a story about service design that’s anything but customer-centric.

And if you’re on a low income, it sucks. Continue reading “Universal Credit: customer experience without compassion”