We have two locations where an interstitial page is required to redirect users to another part of the service. These occur before sending users to the payment provider, and after they are sent back. The latter instance isn't required, but provides a method for us to try to stop users clicking 'back' and returning to the payment provider.
Unhappy path (redirect fails):
Why we do this:
We use a spinner and some cycling text to cover two user needs. 1. Showing something whilst an upload happens. 2. Indicating that *something* is happening. We found that understanding of our 'automated' processes increased greatly with this cycling text. The cycling text shows regardless of if the upload finishes sooner.
The situation (as shown above) is that a department may take some time to match your verified identity to the records they hold. We initially tried "connecting to DVLA" but some people in research were worried that there was a problem at their end (lost internet connection etc). The new language "DVLA is processing your details" is testing much better. The line "This may take a minute or so, please bear with us" is also testing well.
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
Is the need for having "county"? On the manual we say "include a county field though – it lets people who don’t know the postcode give a valid address" - but if the postcode is mandatory, that doesn't work. On the Royal Mail website they say there is "no need to include a county name" to make the address valid. They do need the postcode though.