These profiles have been created after research with real customers in vulnerable situations. All names have been changed.
Many services are designed with an expectation of a certain level of literacy, whether digital or linguistic. New arrivals may be unable to read or write even in their native language, or are digitally illiterate; the same is true of many UK-based individuals. Confusing communications, complex terms and conditions and a lack of human support all act as barriers.
Varied customer experience across services means that no two application processes are the same: data requirements are different, forms are different, the method of submitting the information is different. It makes it even harder to navigate.
New arrivals often have ground-level issues with money and budgeting. In the most extreme cases, refugees arrive from rural villages or refugee camps where the currency is food parcels or vouchers. Learning basic skills around money management and budget allocation quickly becomes crucial.
Policies and processes are rarely consistent, even within the same organisation. Consistency in experience and expectation is vital for customers, whether new to the UK or otherwise.
