Check eligibility

Use this pattern to check if users qualify for a service, without having to go through a full application process or manual approval. Early eligibility checks reduces user drop-off later in the journey.

Use this pattern when:

• eligibility rules exist and not all users will qualify.

• eligibility can be determined through questions, rules, or trusted data sources.

• services have multiple eligibility variants with different criteria.

Do not use if:

• all users are eligible by default.

• eligibility can only be confirmed after full submission and assessment, or formal, legally binding decision

Steps

1. Explain eligibility requirements

Users need to understand what the eligibility check involves and what information may be needed.

Include eligibility details on the service sheet or before you start page.

2. Check eligibility

Collect eligibility information

Users answer structured questions in the manual eligibility check.

Ask only the needed questions to determine eligibility, to prevent users from providing unnecessary information.

Use branching questions if some questions don't apply to all users based on their circumstances.

Review answers

Allow users to review and change their answers before submitting for the eligibility assessment. Use the check answers step.

Automatic eligibility check

Check eligibility using existing records or integrated data sources without asking for all inputs manually.

Automatic eligibility assessment can be made using:

• data the user provides during the journey

• data the service already has

• data retrieved from trusted external sources

• credentials the user presents

• rules or logic applied automatically

Authentication is often required to link data to the right user. Explain what data is used and obtain users consent to access or share their personal

You may need to use functional patterns for authentication, presenting a credential and consent where personal data is accessed or shared.

3. Show outcome

Clearly state the outcome of an eligibility check. Tell users if they are eligible, not eligible, or if eligibility cannot be determined. Explain the reason and next steps on the outcome page

Tell users what happens next based on their outcome

• Eligible users continue to use the service.

• Ineligible users are directed to alternatives, guidance or support. For example, let users schedule an appointment for an in person eligibility check.

• Users with unclear outcomes are told what information is missing or incorrect and what to do next.

• If the purpose of the service is to provide reusable proof of eligibility, then you can issue a credential.

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Considerations

Data minimisation

Collect only information needed to reach an eligibility decision.

Eligibility rules should be transparent

Make eligibility rules clear and consistent across channels. Users should understand why an outcome was reached.

Support outcomes beyond yes or no.

Support partial, conditional, and time-limited eligibility. Avoid forcing a yes or no outcome where it does not apply.

Design for uncertainty or missing data

Provide a clear outcome when eligibility cannot be determined due to missing, conflicting, or unverifiable data.

Explain what information is missing or cannot be verified and support the user to a solution..

Keep eligibility consistency across channels Apply the same eligibility rules in digital, assisted, and offline channels.