Users need to know how their permit price is determined

[EUzkuraityte]

@sanjaypoyzer content on this page:

https://verify-local-patterns.herokuapp.com/service-patterns/parking-permit/example-service/resident-start

does not tell the user how the permit price is determined (and that was something that users wanted to know, it came out from our lab day)

[EUzkuraityte]

@sanjaypoyzer here are the responses we got. Councils want to be using none or a combination of the listed items to calculate the permit price (4.1). The prototype should allow councils to localise this functionality and request this information from the user via VES API or manually.

4.1 What vehicle details do you need to ask the user via a VES API or manually to calculate the permit price?

• Vehicle make
• Vehicle colour
• Vehicle registration number (entered by the user)
• Vehicle model
• Year of manufacture
• Cylinder capacity
• CO2 emissions
• Fuel type
• None

These determine the permit price or if the permit is issued free of charge (i.e. eco vehicle).

Also, the permit price is influenced by the following factors that LAs should be able to localise and would need to be represented on one way or another in our prototype and service pattern:

1. Price depends on whether it's the 1st, 2nd, 3rd etc permit of the household (i.e.First permit is free of charge, second £20, third £40, Fourth £60, fifth £80)
2. Price depends on the type of household. i.e. Housing of Multiple Occupation property I drive an eco vehicle
3. Length of permit (i.e. Permits are issued for a maximum period of 12 months. In each parking management zone all permits expire on the same date - for example, in the Hospital Parking management zone permits are valid from January to December. A parking permit issued in June in this zone would still expire in December.)
4. Personal circumstances, i.e. I am a current blue badge holder

As this issue requires to have the functionality built into the prototype and the guidance written up for users, I'm happy to split it into 2 issues, just let me know

[sanjaypoyzer]

@EUzkuraityte I'd like to understand more the "Housing of Multiple Occupation". I think it's just Sunderland who've talked about this? What does it mean? How do we find it out?

[sanjaypoyzer]

@EUzkuraityte Can we also just confirm that only the councils who have said so offer free permits to Blue Badge holders and offer medical permits? Seems a bit odd.

[EUzkuraityte]

@sanjaypoyzer

HMO: https://www.gov.uk/house-in-multiple-occupation-licence A house in multiple occupation is a property rented out by at least 3 people who are not from 1 ‘household’ (eg a family) but share facilities like the bathroom and kitchen. It’s sometimes called a ‘house share’.

You must have a licence if you’re renting out a large HMO. Your property is defined as a large HMO if all of the following apply:

it’s rented to 5 or more people who form more than 1 household it’s at least 3 storeys high tenants share toilet, bathroom or kitchen facilities

blue badge / medical permits not sure what medical permits are..? but can we make 'if you have a blue badge then you qualify for a free residential permit' an option that can be localised?

[lizziebruce]

@EUzkuraityte should this maybe be labelled as a localised content issue as the content will be different for each council?

[lizziebruce]

@EUzkuraityte Suggested copy to cover this:

Start page

The cost of your permit will depend on:

• number of permits already issued for your property
• which parking zone you live or work in
• permit length
• payment method (??)
• number of people in your household
• vehicle and fuel type
• your medical condition

You can get a free parking permit if you're a Blue Badge holder or if the permit's for a low CO2 emission 'eco' car.

[EUzkuraityte]

@lizziebruce

The cost of your permit will depend on:

number of permits already issued for your property which parking zone you live or work in permit length payment method (??) number of people in your household if this relates to HMO properties, I'd rather use the term HMO and link to an explanation, as it's not just the number of people in a household that determine if a property is a HMO. vehicle and fuel type (yes, for some) your medical condition You can get a free parking permit if you're a Blue Badge holder or if the permit's for a low CO2 emission 'eco' car. (yes, for some)

[lizziebruce]

@EUzkuraityte

The cost of your permit will depend on:

• number of permits already issued for your property
• which parking zone you live or work in
• permit length
• building type
• vehicle and fuel type
• your medical condition

You can get a free parking permit if you're a Blue Badge holder or if the permit's for a low CO2 emission 'eco' car.

I want to leave 'your medical condition' in the list of things the cost depends on as to leave it out is inaccurate.

[EUzkuraityte]

@lizziebruce we can ignore the 'other' category, Cambridge just confirmed that 'medical permits' are actually visitors permits, not residential ones. Screenshot:

Added is a screenshot for LA answers re: free residential permits.

[lizziebruce]

@sanjaypoyzer @EUzkuraityte copy redesign of resident's start page to include all the things users wanted to see at the start. Some local variant copy would disappear depending on council.

[EUzkuraityte]

Hi @lizziebruce many thanks for doing this, it looks alright, just needs a few things fixing. It's difficult for me to review this section as I don't know which bits would be displayed at once and which wouldn't so I'm making some assumptions here. Do let me know where they're correct / incorrect.

Suggested fixes: 1 - temporary permits are a benefit of using the GOV.UK Verify route, it's not something that's going to be offered for the doc upload route.

2 - 'What you'll need section' needs a bit of tidying up.. a - I would suggest using the DVLA's description of reg number which is 'registration number of the vehicle (number plate)', but your suggestion is shorter so your call really b - 'documents to prove...' does not apply for all routes, i.e. if they choose a Verify route, they don't need to have the docs. Could you amend to show this? Maybe change to 'ability to prove...' or sth similar c - 'upload identity docs' is not accurate as users would have to upload docs with their name and address but not an identity document such as a passport, birth certificate or a driver's licence. This section should reflect the need for the users to prove who they are but uploading docs or answering security Qs.

3 - 'Costs' section implies that the users' 1st permit costs £51. Could you amend it to make it clear that the 1st permit for the household (not the user) is £51.

Finally, I assume that if the council has parking zones with different prices we would not show the 'Your 1st permit costs..' sentence, but instead would give a range of prices for the 1st permit and / or link to a page that describes the pricing information in more detail..

[EUzkuraityte]

'Other ways to apply' section fixes are listed in #311

[lizziebruce]

@EUzkuraityte V5C reference, eco car and 6 month permit reference would disappear locally. However, as you have oversight of council differentiations shouldn't you know by sight which should disappear from your own knowledge? 1 I was not aware of that at all. Please include this on the user journey sketch I've requested. 2a Why do you suggest a content change and then say it is my call? I recommend keeping the more concise copy that I've suggested. 2 b and c you have previously seen this copy and not made these comments. It would be helpful to have feedback sooner rather than later as it affects my content design. 3 I feel this is implied from the maximum 4 permits per household above. Shall we see what users make of it? 3 Yes there would be a link to parking zones and permit price details page. I would need a case study example from one of the pilot councils with zoned parking to be able to write an accurate variant, as they may generally have set price e.g. £51 and also have some controlled zones in which case the previous sentence would stay. We wouldn't know which area they live in until they put in their postcode.

[EUzkuraityte]

Hi @lizziebruce

Many thanks for the explanation, I've opened a question for user research to confirm user understanding for 3 (see #510)

Don't worry about capturing all possible versions of pricing details. As long as we have a working version we can test with for one scenario (in this case is a single price for all parking zones in the council) - it's good enough; and a zoned parking version can be put in the backlog for the time being and we will only pick this up if it's needed.

I believe you are ok to progress with this issue now, but if you have any questions at all just let me know!

[lizziebruce]

@EUzkuraityte @sanjaypoyzer Copy edits to reflect feedback.

Suggestions:

• we add the application time for non-Verify e.g. 20 minutes, as need to find and scan docs
• we try out moving first bullet "maximum up to 4 permits per household" into the top copy section and change sub-header from "About this service" to "Applying using GOV.UK Verify" as all the rest of the bullet points are related to Verify/non-Verify route. If we do this we should state that they will need to upload docs for non-Verify. And then Costs section should be positioned above the Verify section. Shall I mock this up as an alternative?

OPTION 1

[lizziebruce]

Mock-up of alternative option described in second bullet of comment above. Note: with local variations like eco and parking zone copy switched off the page will be slightly shorter for both mock-ups.

I've purposefully kept 'What you'll need' separate and can explain why if that decision's unclear.

OPTION 2

Other bullets we could add to the Verify option:

• if you already have a GOV.UK Verify account your application will take around 3 minutes in total
• use your GOV.UK Verify account to prove who you are online again in future

but these would add bulk to the text.

[sanjaypoyzer]

@lizziebruce I prefer the second option, with the "About this service" section being renamed and rescoped to "Applying online". I never really liked that vague header.

I'm unsure about adding all that information about Verify on this page though. They aren't making the decision of whether or not to use Verify on this page, so what's the user need?

[lizziebruce]

@sanjaypoyzer none of the Applying online section bullets in the mock up are new content for this page, except the one about the temporary permit. It's just laid out differently. Essentially, this is all information about the user's application. I'd be happy for the Applying online section to be merged onto the second page, which is the Verify choice page, but was told users wanted to know all of this on the first page. It's impossible to answer user needs like knowing upfront 'how long will the application take' and 'how long will the permit take to arrive' without mentioning Verify. (If you're referring to the Other bullets we could add, yes these could definitely go on the next page.)

[lizziebruce]

@EUzkuraityte could you review the two mock-ups above and give your feedback please?

[sanjaypoyzer]

@lizziebruce I think the intention behind the current content about Verify on this page is to give people a rough answer to those questions, but actually I don't think that's very sound reasoning on my part.

Let's take that section off this page, and save any mention of Verify to the next page. I haven't seen any evidence of users actually needing to know information about wait time or application length on this page - It's only relevant when they are actually making the choice about Verify.

[lizziebruce]

@sanjaypoyzer thanks, will wait for @EUzkuraityte to confirm users don't need to know 'how long will the application take' and 'how long will the permit take to arrive' on the Resident's start page and that it's ok to provide this on the next screen.

[EUzkuraityte]

@lizziebruce @sanjaypoyzer I too prefer the 2nd mock up and with Sanjay's comments (re:Let's take that section off this page, and save any mention of Verify to the next page. )

It's fair enough to take off 'how long will the application take' and 'how long will the permit take to arrive' from this page as well, because the page is getting a bit long and what users really like previously in testing was having pages uncluttered...

As a heads up - 'how long will the application take' and 'how long will the permit take to arrive' may vary depending on LOA used and council operational models. We will only be able to confirm this once we know which LAs will use which LOA..

[lizziebruce]

@EUzkuraityte the only reason the page is this long is because I've included everything I was told users wanted to know up front. I am more than aware that concise uncluttered pages are what users want! I have already suggested and had approved moving the CT About your application section to a second page. @sanjaypoyzer I was pretty sure you told me yesterday that everything had to be on the first page, when I had suggested splitting into even 3 pages..

[lizziebruce]

@EUzkuraityte re the heads up, I believe Sanjay has already worked consideration for this into the back end coding rules.

[sanjaypoyzer]

Reopening until we're confident it's fixed from research.

[lizziebruce]

NB 18.05.17 No users in recent testing asked how permit price determined. A couple were distracted by the House of Multiple Occupancy copy, but it didn't stop them progressing. The whole Applying online section has now been removed from this page as content is included on Verify choice page. New screenshot:

[petegale]

Round 3: Also worth noting, that I'm not sure we are seeing users express the need as described in the title of the issue "Users need to know how their permit price is determined"

[lizziebruce]

@petegale @sanjaypoyzer @EUzkuraityte content change proposals for "House of multiple occupancy" if deemed necessary: a) rephrase HMO > not recommended – to fully explain the term on the page would take 3 paragraphs as per the GOV.UK definition b) swop sentence order with Blue Badge as users not distracted by Blue Badge, this would take focus away from HMO

[EUzkuraityte]

@lizziebruce I'm happy to go with your recommendation. Let's swap the HMO and Blue Badge sentences

[lizziebruce]

Following UR in Newcastle I've amended the HMO copy from "house of multiple occupancy" to "house in multiple occupation". This is the term used by GOV.UK. Might slightly reduce incidence of users wondering if they live in an HMO when they don't, as "in multiple occupation" may sound more like a particular type of housing than "of multiple occupancy". Screenshot to showing this, and the BB sentence order swop:

[sanjaypoyzer]

@lizziebruce Is there a way to more easily answer the question "Do I live in a HMO?" The GOV.UK page says the requirements are:

• at least 3 tenants live there, forming more than 1 household
• you share toilet, bathroom or kitchen facilities with other tenants

I'm not actually sure from that content whether the place I live counts towards this, mainly down the the household bit. What is a household? 🤔

I'm wondering whether or not the GOV.UK link is helpful in this case, and whether or not we could put something here that would be more helpful to people this applies to.

We also probably need to do something later in the journey to make this work for people who it applies to as well. How does the council know someone lives in a HMO? (question for @EUzkuraityte)

[EUzkuraityte]

@sanjaypoyzer see #583 for this discussion. We also requested this info from LAs as part of sprint task (to be logged under #583)

[lizziebruce]

@EUzkuraityte 583 is just discussion about proof. I think Sanjay's made a really good point here which I've done some research on now.

@sanjaypoyzer Good question. Legally for purpose of the housing act it looks like you’re not a household unless you’re related to each other, married etc: http://www.legislation.gov.uk/ukpga/2004/34/section/258 http://nationalhmonetwork.com/what-is-an-hmo/what-is-a-household/

Yes, it’s a tricky one for users to know from the GOV.UK page, as the more common understanding/def of household includes not-related-to-each-other groups too: https://www.merriam-webster.com/dictionary/household http://www.businessdictionary.com/definition/household.html

Re your home, I think it’s therefore a HMO! Interesting, according to the legal definition even three friends sharing is an HMO! I’m not sure LAs really intend that everyone living in houseshares gets free parking permits though.. Maybe they don’t realise the true definition of household.

OK so a clearer explanation would be:

You live in an HMO if there are at least 3 tenants who are not related or married to each other, and you share toilet, bathroom or kitchen facilities.

Since this could actually apply to a lot of people, should we maybe include this on the Resident's start page?

[EUzkuraityte]

@lizziebruce @sanjaypoyzer sorry! my previous answer related to the only bit I was tagged in which is 'How does the council know someone lives in a HMO?'

Just to add a bit more info to the explanation - LAs have HMO property lists and households have to have a HMO licence to be classed as an HMO.

[sanjaypoyzer]

@EUzkuraityte Does the user need a HMO license, or does the user's landlord need the license? If it's the user, how do they obtain one? If it's the landlord, do they just need to ask their landlord if they have one? I would the guess the latter is the case, and so we need to:

• tell them that they won't need to pay because of those circumstances
• make them aware somehow that the council will be able to find this out using their records
• later in the journey, make that actually happen may looking up the (verified) address against the council's HMO list

We might want to do user research specifically on this case. Tagging @petegale to have a think about this.

[EUzkuraityte]

@sanjaypoyzer it's the landlord that needs the licence. The user would not need to ask the landlord this info, because councils have HMO lists and if a user lives in a household that meets all the HMO criteria but is unlicensed, it's fraud, and this would help councils spot it and take appropriate action.

It would be perfect to have the integration, but I'd rather focus on the blue badge version, as not all LAs offer free HMO permits and sunderland have v few HMO properties so cannot justify the integration. Then again, this could be done manually. Agree on all three bullet points.

[sanjaypoyzer]

Whether or not we have the integration in the online version, if people are eligible for a free permit, we need to let them know how they can apply for one on this page. This might just be adding some content that says something like "if you live in a rented property with shared facilities with at least 2 other people that aren't related or married to each other, you may be eligible for a free permit. Ask your landlord if you're in a registered house of multiple occupation, and apply via phone." (This is only if these users can't get their free permit via the online channel because of technical constraints.)

[lizziebruce]

Content fix - rewording of copy that highlights an HMO and a find out more link which links to an in-application page, not GOV.UK page as previously.

Online integration - find out more links to:

No online integration - find out more links to:

[ingasiler]

UR lab day on July 11 2017

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UR lab day on July 11 2017

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UR lab day on July 11 2017

[lizziebruce]

Will need coding logic

[ingasiler]

UR lab day on July 11 2017