Funeral expense assistance Janey Crichton User Researcher Scottish

Funeral expense assistance Janey Crichton, User Researcher, Scottish Government Flora Mac. Leod, User Researcher, IBM

Funeral Expense Assistance A one-off payment to support people on low income benefits with a contribution towards the cost of a funeral

Timeline May – August 2018: Consultation on FEA draft regulations August – October 2018: Discovery phase November – December 2018: Alpha phase January 2019 – May 2019: Beta phase Summer 2019: FEA launch

Timeline May – August 2018: Consultation on FEA draft regulations August – October 2018: Discovery phase November – December 2018: Alpha phase January 2019 – May 2019: Beta phase Summer 2019: FEA launch

Why speak to users? • We won’t know where the problems are. • We shouldn’t design based on our own assumptions. • We should design with users, not for them.

Discovery phase • Spoke to past applicants of the service • Those who applied and were successful • Those who applied and were unsuccessful • Spoke to people who have been bereaved and organised a funeral • Spoke to those that give support or financial advice to people who are bereaved • Other points of contact – Funeral Directors, Local Authorities, Charities

Alpha phase • Take the pain points from the research we’ve done and prototype solutions for them. • Test the prototypes and refine them based on feedback. • Continue to do research with end users.

Who we’ve spoken to so far… • • Previous applicants Bereaved people Cruse Citizen’s advice Scotland Age Scotland Quaker Social Action Department for Work and Pensions • • • Funeral directors Hospices Turn 2 us Our reference group Macmillan Welfare rights officers

If you want to get involved… Email: FEA@gov. scot Phone: 0131 2442925