Other ways to access a service
Provide alternative channels for users to access and complete a service when the primary route is not suitable. All channels must lead to the same service outcome.
Use this pattern when:
not all users can access the primary (often digital) channel
services must support assisted, offline, or in-person access.
policy or inclusion requirements mandate alternative routes
Steps
1. Make alternative routes visible
Users should be made aware that there are other ways to access the service.
Examples
phone support (incl. SMS alerts)
in-person appointments
assisted digital
paper-based routes
delegated or proxy access
Design guidance
Alternatives should be discoverable early, not only after failure.
Present alternatives as legitimate, not secondary or “last resort”
Show the alternative routes available on the service sheet.
2. Explain how alternative access works
Tell users what to expect if they choose a different route.
Make it clear:
how to start the alternative route
what information will be needed
whether progress can be carried across channels
any differences in timing, effort or costs
3. Handover into the alternative channel (if relevant)
The service should support a clean transition into the chosen route.
Examples:
booking an in-person visit
generating a reference number
creating a case for assisted handling
issuing instructions or documents
Use these step patterns where applicable:
Considerations
Equity and inclusion
Alternative routes should not reduce eligibility or service quality.
Timeframes and costs associated with alternative channels should be transparent.
Continuity
Where possible, users should not have to repeat information when switching channels.
Staff and systems should have shared visibility of progress.
Rules and validations on assisted journeys
Assisted access should follow the same service rules and validations.
Staff should use the same underlying service definitions.
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