Coming Soon!

Please read the Privacy Notice for research to make HM Revenue & Customs services better here.

The pandemic has highlighted certain gaps in service accessibility, usability, and design and the HMRC is keen to close the gap and develop products and services that work for everyone.

We seek people who have interaction with HMRC (through tax credits and self employed – self assessment) and don’t do it online – but they do go online in other areas of their life (Facebook, email, Google search etc).

Purpose of this study

To ensure HMRC creates services that are usable by everyone, we need real world user experiences and comments, and feed these valuable insights back to the teams creating the services. 

The research objectives are to :

  • Expand HMRC’s understanding of the characteristics and behaviours of Taxpayers who can’t or won’t use HMRC digital services 
  • Understand the barriers to using digital services
  • Understand the support needs for individuals to use digital services
  • Understand if the existing support channels meet those needs and if COVID-19 has changed people behaviours and demand

Thank you!

We take your data seriously! Please read the Privacy Notice for research to make HM Revenue & Customs services better here. To learn more, contact Jo with “jo.snart@digital.hmrc.gov.uk”.