Junior user researcher competency assessment:
As a part of going paperless program, the DVLA has replaced the paper part of the driving license with electronic records. However, when renting a car, rental companies still need to see the driving limitations.
Now, when people are renting a car, they have to go online, generate a token code then show it to a representative of a rental car company, and then they check the driving limitations.
However, not everyone is using the token access codes, and rental companies are complaining about the process.
You are a part of GDS team that is working on this project. Please explain how you would investigate this issue, including approach, planning and communicating the results.