GrilloPress
commented
4 years ago Stop users to tell them important information
Use this pattern to stop users in a journey to tell them important information before continuing
When to use this pattern
In a transactional journey when you need to tell them something important.
Use this pattern when:
- You need users to understand something so they are more successful using your service
- You have evidence that providing information before a journey or in a normal page does not work on it’s own
If you need users to understand two or three things. Try providing information just ahead of when a user needs it or use several pages in a row.
When not to use this pattern
Do not use this pattern:
- outside of transactional journeys
- when you need to include large amounts of content
- when you need a user to make a choice between two or more options. In these scenarios, use a radio button instead
- when you need a user to actively confirm something before an action takes place. For example, when deleting an account or cancelling an appointment
- alongside other content or data items which may mean the interruption is less visually distinct or easily missed
How to use this pattern
- Use a page that is visually distinct from other pages in a journey
- Use a clear heading that tells the user the most important thing they need to do
- Include a button with “Continue” or “I understand”
Research
The “Choose if data from your health records can be used for research and planning“ team found that:
- Users can mistake images and other graphical elements [for example, dots] for things they can click
- Users were more likely to stop and read content in an interruption card compared to a page styled like other pages
- Users did not always read anything other than the heading
- Not all users will slow down. There is no pattern that will work for all users
111 Online team found that users were more likely to complete a transaction when told that more questions meant a less serious diagnosis.
111 Online saw a 10% increase in completed journeys after using a page to interrupt users.
Outside of the NHS:
- The passport service found interrupting users’ flow with this pattern has increased understanding and retention of important information
- The department for Education found that most users will now stop and read the content.
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What
Pattern in use by several services in the NHS, and many more outside, to interrupt a journey or transaction to tell users something important or helpful
Why
In use by:
As well as non-NHS services like Passport, Verify etc.
Anything else
Increased the number of successful transactions for NHS 111 Online by 10%. Significantly improved conversation rate and comprehension for Choose if data from your health records can be used for research and planning, NHS App and NHS login
Examples:
NHS 111 online
NHS login
Choose if data from your health records can be used for research and planning
NHS App