the meaning of the status indicator (completed) is less clear in the context of a long task. Does it mean I have completed reading about the task or that I have completed the task itself?
"I like the 'completed' icons. They stand out.. You're not going to miss them." StudentP4
"Is there a way of undoing the completed status?” Student P4
“The completed buttons are good, because they have that with UCAS as well, you don’t want to keep going to something that is already done, it’s really handy. It shows me that yes I have applied for my provisional driving licence, yes I have found my driving instructor.” Student P7
Harry TrimbleRob Le Quesne does this pattern assume that all steps are relevant to all people? What should happen when we only know what steps you should take because of your answers to previous questions? (branching)
Only the tasks users must do. We tested a lot adding tasks based off users answers in the beginning. For example if a childminder answers they will be looking after kids 5 or younger, then the prototype added a 'do first aid training' task to the task list
Regardless of the service in question, all people expressed the need to feel that they are...
supported, in control, informed, understood, updated.
People need to...
know how much it costs
understand how costs are calculated
understand how long it takes
understand what they have to do and by when
confirm if they can apply
explore different scenario’s
understand what they have to do
see everything at a glance
print a checklist
check the status of their application
know who to contact about their application
save their information and complete it later
feel supported after completing their application
receive updates on their phone
get help to understand unfamiliar terms
know where to go for further information (third-party sites/other government resources)
understand their options around where I live
"There is not a clear step by step, you know, what you need to do and at what stage you need to be registered. You sort of do it in stages anyway, but it does not set it out, you know, ‘Once you’ve done the course, you should have completed steps 1-3. Then when you have done the First Aid training, you should by doing 4, 5 and 6." Childminder 1
"If I had a one-off check list that would have been quite useful. I think specifically from the government, that would have been very useful before I even entered into it. I had to ask several places and do a lot of googling, trying to work out how to open or how much I’d need to spend to set up." Childminder 3
"I would want to know how long each task will take." Childminder 1
People’s mind states vary according to the task they are trying to achieve, from an office worker whose job it is to apply for export licenses to someone requesting the right to live and work in this country.
Different types of applications involve different sets of tasks, from those that can be completed quickly in one sitting, to those that require supporting documents to be prepared over a period of weeks or months.
The experience can be time-consuming and stressful, as one aspiring childminder put it, “It feels like you’re being judged rather than helped sometimes.”
During our research, we spoke to a government agency where over 60% of customer support is attributed to queries about application procedure.