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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

Resident's start page - Other ways to apply #688

Open lizziebruce opened 6 years ago

lizziebruce commented 6 years ago

The "Other ways to apply progressive" disclosure section is missing. Please see note no. 8 of the pattern design guidance and the prototype page

otherwaysapply

GWSunderland commented 6 years ago

We don't accept paper or telephone applications. We offer digital assisted support for users in our customer service centres and there is some text on the page asking users to contact us for this support

capture

lizziebruce commented 6 years ago

@GWSunderland @EUzkuraityte Thanks for the explanation. Do users need to book an appointment to come in for this support? Tagging @sanjaypoyzer for a service design POV on this (maybe we could expand on the copy above by describing what assistance users can expect i.e. say that they can get digital assistance in person in the customer service centre and if they need to book an appointment etc).

sanjaypoyzer commented 6 years ago

This should be fine for those people who are able to come in to get the assistance they need – The main concern would be about what documents they need to bring in, but as long as you're using Verify at LOA1, the users shouldn't really need any documents.

Getting to the council to get the assistance they need could be an accessibility barrier for some, but I'd imagine you'll find out about that pretty quickly if the way to book an appointment is by speaking to someone on the phone. In other words, even if it's an automated appointment booking system, provide users a way to speak to a human so they can express any needs they have and you can provide a way of meeting them.