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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

Start page – eligibility copy #709

Open lizziebruce opened 6 years ago

lizziebruce commented 6 years ago

GDS feedback on the initial screenshots was: "The first sentence does not follow the prototype – please replace with the prototype copy. We've conducted user testing which found women's pensionable age to be confusing. The line 60 or over encompasses users over 60 years old. Have you found the prototype line to be an issue for users in your user research? This is the user testing summary about to age eligibility [from our testing] https://verify-local-patterns.herokuapp.com/service-patterns/concessionary-travel/user-research/alpha/start-page"

Jo mentioned that: "Neil disagrees with this line in the prototype, [as] the Dept of transport hasnt had bus passes for 60 year olds since 2010, i think we need to say its about women's pensionable age" and that there was no specific research but "the service manager isn't happy with the phrase".

The example prototype copy is:

If you’re 60 or over you may be able to get a free bus pass.

Northumberland's copy is:

Entitlement to a bus pass is gradually being phased from age 60 to 66 in line with the state pension and pension credits scheme.

Our feedback on this copy:

Not referencing the pension age here and keeping the copy very simple was the carefully researched with users.

EUzkuraityte commented 6 years ago

Hi @lizziebruce I'm going to tag Sam and Irina as they are better placed to provide feedback on CT.

irinapencheva commented 6 years ago

@EUzkuraityte - thanks for passing over

I agree with @lizziebruce and would recommend to Northumberland to follow our suggested copy text as it has been developed following a number of user research rounds and based on best practices for Content Design. Ultimately, it says the same thing as Northumberland's suggestions (you might be eligible from 60 onwards based on various reqs & schemes) without unnecessary complicating the eligibility criteria that the user needs to understand and comply with.

On specifically referencing 'female state pension age' - we originally had this copy in the prototype and user research suggested that this is not obvious to understand and confusing for many users.

joanneSouthern commented 6 years ago

I know it doesn't but our business lead doesn't agree with the opening statement supplied by GDS, as discussed with Sanjay and Pete we have used the guidance from the governments website as our opening statement

we have done user research on this and no one has had an issue with this

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 22 September 2017 at 15:01, Lizzie Bruce notifications@github.com wrote:

GDS feedback on the initial screenshots was: "The first sentence does not follow the prototype – please replace with the prototype copy. We've conducted user testing which found women's pensionable age to be confusing. The line 60 or over encompasses users over 60 years old. Have you found the prototype line to be an issue for users in your user research? This is the user testing summary about to age eligibility [from our testing] https://verify-local-patterns.herokuapp.com/service- patterns/concessionary-travel/user-research/alpha/start-page"

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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.

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lizziebruce commented 6 years ago

@joanneSouthern @EUzkuraityte I'm not able to sign this off from a content design best practice perspective (Sanjay represents service design and Pete represents user research). If Northumberland wishes to deviate as indicated above, please use plain English copy:

The age you can get a bus pass is slowly being moved from 60 to 66. This follows changes to the state pension age and pension credits scheme.

to replace:

Entitlement to a bus pass is gradually being phased from age 60 to 66 in line with the state pension and pension credits scheme.

joanneSouthern commented 6 years ago

happy with that

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 25 September 2017 at 11:56, Lizzie Bruce notifications@github.com wrote:

@joanneSouthern https://github.com/joannesouthern @EUzkuraityte https://github.com/euzkuraityte I'm not able to sign this off from a content design best practice perspective (Sanjay represents service design and Pete represents user research). If Northumberland wishes to deviate as indicated above, please use plain English copy:

The age you can get a bus pass is slowly being moved from 60 to 66. This follows changes to the state pension age and pension credits scheme.

to replace:

Entitlement to a bus pass is gradually being phased from age 60 to 66 in line with the state pension and pension credits scheme.

— 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/709#issuecomment-331846791, or mute the thread https://github.com/notifications/unsubscribe-auth/AX8Kgump4KcfJZo2Vj0GDIAPjV6StGheks5sl4bpgaJpZM4Pgv94 .

-- 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?"