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alphagov / verify-local-patterns

Project board - https://github.com/alphagov/verify-local-patterns/projects/1 ||||| This is a prototype of some content that will be included in the GOV.UK Service Toolkit about the best practice for councils to deliver two services - parking permits and concessionary travel. The repo also includes a working prototype of both services which follows the guidance, as delivered by the fictional council of Argleton.
https://github.com/alphagov/verify-local-patterns/projects/1
MIT License
11 stars 23 forks source link

Users didn't realise they needed an email address to apply #361

Open joanneSouthern opened 7 years ago

joanneSouthern commented 7 years ago

Users didn't realise they needed an email address to apply online For GOV.UK Verify an email address is always needed, for doc upload route it would be most likely needed but would depend on LA rules

EUzkuraityte commented 7 years ago

@sanjaypoyzer @lizziebruce this is a fairly old issue that I think needs addressing, but I'm also keen to see if any users on Monday struggle with this.

lizziebruce commented 7 years ago

@EUzkuraityte thanks if it's still an issue we can add:

an email address

to the What you'll need section

@petegale this is something we'd like to watch out for on Monday please

sanjaypoyzer commented 7 years ago

Note: This is a difficult need to test for as we will only see it if we test with a user who doesn't have an email address.

We should also note here that this most people who don't already have an email address will not be regular internet users, and so will probably struggle to use the online service in general. So these users should probably be being routed to another channel, rather than just telling them they'll need an email.

lizziebruce commented 7 years ago

@sanjaypoyzer @EUzkuraityte sounds like this isn't a content fix issue so unassigning myself for now.

We didn't have any users without an email address on Monday so perhaps this should be put in 'icebox' or 'are we still seeing this'. Any thoughts @petegale?

lizziebruce commented 7 years ago

We now have 'Other ways to apply' content on both the /resident-start and the /prove-identity pages.

@joanneSouthern did the users who didn't realise they'd need an email address find this a problem? That is, did they have email addresses? Or were there any who didn't have an email address and couldn't continue the application once in the Verify hub. Just trying to establish whether or not there's a user need for specifying that an email address will be needed.

joanneSouthern commented 7 years ago

Hi Lizzie

3 out 6 interviews we did in discovery looking at journey maps for travel said they don't have an e-mail address. In beta 1 lady said she didn't have an e-mail address so wouldn't be able to go through the verify process

thanks joanne

Joanne Southern Digital Team Leader Information Services Northumberland County Council County Hall Morpeth Northumberland NE61 2EF

Tel: 01670 623246 Mobile: 07813637141 Email: joanne.southern@northumberland.gov.uk Website: www.northumberland.gov.uk

On 20 September 2017 at 15:53, Lizzie Bruce notifications@github.com wrote:

We now have 'Other ways to apply' content on both the /resident-start https://verify-local-patterns.herokuapp.com/service-patterns/parking-permit/example-service/resident-start and the /prove-identity https://verify-local-patterns.herokuapp.com/service-patterns/parking-permit/example-service/prove-identity pages.

@joanneSouthern https://github.com/joannesouthern did the users who didn't realise they'd need an email address find this a problem? That is, did they have email addresses? Or were there any who didn't have an email address and couldn't continue the application once in the Verify hub. Just trying to establish whether or not there's a user need for specifying that an email address will be needed.

— You are receiving this because you were mentioned. Reply to this email directly, view it on GitHub https://github.com/alphagov/verify-local-patterns/issues/361#issuecomment-330877331, or mute the thread https://github.com/notifications/unsubscribe-auth/AX8Kgvw65QtkgK-jNRH_8ZSA8GowAW7Yks5skSbvgaJpZM4M8agP .

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lizziebruce commented 7 years ago

@joanneSouthern Thanks very much. It sounds as though Concessionary Travel should have an extra bullet point to say "you'll need an email address". Did you find any Parking Permit users who expressed this?

joanneSouthern commented 7 years ago

It was just the older CT people who either didn't have one or shared one with their husband/wife

Joanne Southern Digital Team Leader Information Services Northumberland County Council County Hall Morpeth Northumberland NE61 2EF

Tel: 01670 623246 Mobile: 07813637141 Email: joanne.southern@northumberland.gov.uk Website: www.northumberland.gov.uk

On 21 September 2017 at 14:44, Lizzie Bruce notifications@github.com wrote:

@joanneSouthern https://github.com/joannesouthern Thanks very much. It sounds as though Concessionary Travel should have an extra bullet point to say "you'll need an email address". Did you find any Parking Permit users who expressed this?

— You are receiving this because you were mentioned. Reply to this email directly, view it on GitHub https://github.com/alphagov/verify-local-patterns/issues/361#issuecomment-331160529, or mute the thread https://github.com/notifications/unsubscribe-auth/AX8KgkPlNaTI67o4dRG4onj9cjVxrqK1ks5skmgpgaJpZM4M8agP .

-- http://family.northumberland.gov.uk

Save Time Do It Online! We have made a few key improvements to our site to make our services easy to access. Now you can do everything from paying your council tax, to reporting a faulty street light online. Go to: www.northumberland.gov.uk and click 'pay, apply or report' to access the relevant forms.

This email is intended solely for the individual or individuals to whom it is addressed, and may contain confidential and/or privileged material. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this email is prohibited. If you receive this email in error, please contact the sender and delete the email from any computer. All email communication may be subject to recording and/or monitoring in accordance with internal policy and relevant legislation.

Please, consider your environmental responsibility. Before printing this e-mail ask yourself: "Do I need a hard copy?"

lizziebruce commented 7 years ago

@joanneSouthern thanks very much, that's useful to know. I'll add "you'll need an email address" to CT only.