An ‘interface first’ bureaucracy: interface design, universal credit and the digital welfare state
The article examines the impact of digital interfaces on welfare state administration, focusing on the UK's Universal Credit system and the design elements that shape user interactions and behavior in an "interface first" bureaucracy.
The article explores the shift in welfare state interactions from face-to-face or paper-based processes to digital interfaces, focusing on the UK’s Universal Credit (UC) system. It outlines the implications of an “interface first” bureaucracy, where the digital interface becomes the primary means of accessing and managing welfare services, and discusses the design challenges of such systems. The paper also presents a typology of interface design elements that shape user experience and behavior, such as structuring data input, interaction architecture, and integration with other systems, highlighting both the benefits and limitations of this digital transformation.
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