in testing people are very reassured by this page - everyone is very confident that they have successfully completed the process. We added the reference number and confirmation email as nearly everyone expected and wanted these features.
Some guidance on suitable formats for confirmation codes would be useful. i.e. if we send a letter/email/SMS to a user, giving them a code we want them to enter into a web application to confirm that it's them, what format should we choose for the code? For "Help with Fees" at MoJ, they used 6 characters from this set [ 3 4 6 7 9 A C D E F G H J K L M N P Q R T V W X Y ] to minimise ambiguity, and presented the code as XX-XX-XX to make it easy to read.
Links in emails and texts • Personal information • Notifications assessments