When to use this
If a user has entered sensitive information which could be accessed if the device is left available for others to use. For example a computer in a library or other public place.
This pattern is most useful when there is no functionality for a user to save their data and return to it later.
How it works
If there are no keyboard or mouse interactions after 'x' time the current session will end and any data entered by the user in the current session is deleted (if the data hasn't been saved to the users account).
The user should be pre-warned that this will occur. This can be done at the start and during the service. For example by adding to pages the text 'This service will time out in 20 minutes if there is no activity. This is to protect your personal information.' This explains what will happen and why.
To further safe guard users being timed out unexpectedly the pattern includes a modal window which is displayed after 'y' minutes and a visual timer counts down the remaining time to 'x'. The user is able to choose to continue in the service or exit. If no action is taken the session is automatically ended.
'x' and 'y' times should be determined by evaluating the tasks the users may need to do away from the computer, such as go and find documents balanced with the security risk. In SSCS 'x' is set as 20 minutes and 'y' as 18 minutes.
Research
Testing with access needs users showed us they wanted the timeout information at the start of the service, so they could make an informed choice about when to start the appeal form, given there was no save and return facility in place, and these users need to take breaks when working on forms like this. They also told us it was not clear if it was 20 minutes timeout of not doing anything or 20 mins to complete the form, so we made it clearer that’s it the time of in activity and not the length of the form. Some users became anxious and rushed because of the timeout messages on each page, so now we only have the timeout message on areas of the service that require significant time investment by users, for example 'reasons for appealing'. We also know longer timeout duration is being requested in beta banner feedback which could equate to users needing longer to complete the service. Revisiting the timeout messaging when save and return is in place is recommended.
When to use this If a user has entered sensitive information which could be accessed if the device is left available for others to use. For example a computer in a library or other public place.
This pattern is most useful when there is no functionality for a user to save their data and return to it later.
How it works If there are no keyboard or mouse interactions after 'x' time the current session will end and any data entered by the user in the current session is deleted (if the data hasn't been saved to the users account).
The user should be pre-warned that this will occur. This can be done at the start and during the service. For example by adding to pages the text 'This service will time out in 20 minutes if there is no activity. This is to protect your personal information.' This explains what will happen and why.
To further safe guard users being timed out unexpectedly the pattern includes a modal window which is displayed after 'y' minutes and a visual timer counts down the remaining time to 'x'. The user is able to choose to continue in the service or exit. If no action is taken the session is automatically ended.
'x' and 'y' times should be determined by evaluating the tasks the users may need to do away from the computer, such as go and find documents balanced with the security risk. In SSCS 'x' is set as 20 minutes and 'y' as 18 minutes.
Research Testing with access needs users showed us they wanted the timeout information at the start of the service, so they could make an informed choice about when to start the appeal form, given there was no save and return facility in place, and these users need to take breaks when working on forms like this. They also told us it was not clear if it was 20 minutes timeout of not doing anything or 20 mins to complete the form, so we made it clearer that’s it the time of in activity and not the length of the form. Some users became anxious and rushed because of the timeout messages on each page, so now we only have the timeout message on areas of the service that require significant time investment by users, for example 'reasons for appealing'. We also know longer timeout duration is being requested in beta banner feedback which could equate to users needing longer to complete the service. Revisiting the timeout messaging when save and return is in place is recommended.
Appellants with assistive+technology in their own homes - Bristol
IdAM + Save & Return I PIP Appellants | Dialect Lab, London
IdAM + Save & Return + Evidence Cover Sheet I Access needs users in their own homes | Cheshire & Manchester