The Department is committed to involving customers at every stage of the design and delivery of universal credit. We have an ongoing programme of customer insight work and have already held a number of focus groups with a broad range of benefit and tax credit customers (who will be the service users of universal credit), including low-income families.
The ongoing programme of user-centred design activity, which is being conducted jointly with customers, means that the Department will continue to ensure that the delivery of universal credit is designed around specific customer needs.
The research findings have not been published, as the analysis is not yet complete. They are also covered by the policy advice exemption from publication.