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This report summarises the results a survey and 9 focus groups with Experience Panel members, which asked about their views on various aspects of communication including applying for a benefit, getting help with an application and online information videos.
438 Experience Panel members took part in a survey and 39 took part in one of nine focus groups across Scotland. This report summarises how they would apply for a benefit and whether they would get help to do so; their views on different application channels; their communication preferences; and their views on online information videos.
Social Security Experience Panels: Inclusive Communication - Report