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Your Report

During this activity you identified your problem, high level goal and the specific behaviour you are trying to change. You can see these below.

Problem:

Some customers are reticent to self-serve online

High Level Goal:

Customers use the HMRC app/other online tools to find the answers they need

Behaviour to change:

Customers go online instead of ringing us

Below are each of the barrier cards you selected as part of this activity.

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