Send a notification

Send a clear, trustworthy message that informs the user about something that has happened, or prompts them to take a next step, without requiring them to stay in the service.

This step supports one-way communication. If the service expects a response or information to be returned, use a separate Request information functional pattern.

Use this step to:

• confirm an action or outcome for example booking confirmed, application submitted

• remind users about a time-bound event such as appointments, deadlines, expiry)

• notify users of a status change or decision

• prompt users to return to the service to continue a task

• send authentication or security messages for example OTPs

When not to use:

Do not use this pattern when:

• the message itself must be a legal or official document

• the service requires the user to reply with information, instead use the ask users for information pattern.

• the message would need to include sensitive personal data

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Considerations

Channel choice

Use the right channel to support the urgency, trust, and inclusion of the message.

• SMS: for urgent or time-bound messages such as appointments, reminders, OTPs. Keep content short.

• Email: for confirmations and updates that do not need immediate action.

• App inbox / notification centre: for messages linked to an ongoing service or case.

• Letter delivered via post: when written proof is needed, digital delivery fails, or users have limited internet access

• Phone / assisted contact: for complex issues, high-risk cases, or when users need extra help or accessibility support.

Respect user contact preferences and provide opt-in and opt-out choices.

Content to include

Include only what people need to understand the message and know what to do next.

• Who it’s from: use a clear and trusted service name so people know the message is genuine.

• Why they are receiving it: explain what the message is about, for example “about your application” or “about your appointment”.

• What happened or what they need to do: say clearly if this is a confirmation, update, reminder, or if an action is needed.

• When: Include dates, times, or deadlines if they are relevant.

• How to continue safely: tell users exactly what to do next, with a clear and safe link or instruction.

• Where to get help: Explain what to do if they cannot use the link or channel, such as a phone number or in-person option.

• Reference number (if useful): Include a case, booking, or application reference people can quote if they need support.

The message should be clear on its own, without needing any other context to understand it.

Accessibility and inclusion considerations

• Do not rely on a single channel or assume smartphone access.

• Keep messages short and readable.

• Avoid images as the only way to convey meaning.

• Avoid exposing sensitive information on shared or insecure devices.

• Make sure the user can complete the task through an assisted channel if needed.