Online trials to support User Empowerment

Award outcome

Description

To explore eligible customers' reactions and appetite for a discount scheme in post and what the key features are to make a scheme useful. We would like to understand: which elements within a scheme are essential for a scheme to have value and what is nice to have, level of interest/potential take up among those likely to be eligible, and how that is influenced by different choices on the design of the scheme e.g. available offline versus online only, preferences around which postal services customers would need to be included, possible barriers to take up, e.g. having to provide personal details like name, address and dob so eligibility could be checked by RM with DWP, any concerns/ preferences with different access options e.g. if access to the scheme was only online - any preferences, concerns or barriers with this? If access was only via Royal Mail (online, phone or post) and not via a post office - any preferences, concerns or barriers with this? Is the ability to access the scheme 'offline' e.g. via post office, phone or post seen as essential and if so, which would be most favourable, preferences/ concerns towards how the discount is delivered to eligible customers e.g. code, card, voucher, likely use of a scheme - would it help them afford to send post/ afford essentials? Would the discount be meaningfully helpful to them and their finances? Would it change their use of the postal service? Would it enable them to do something they cannot currently do?

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