Enable users to discover the right service and reach a trusted starting point, regardless of channel, entry point, or level of certainty.
Users discover services through one or more routes or channels.
This may include:
browsing a service catalogue, its topic catalogue or through seach
offline information sources such as posters, leaflet, signage or frontline staff to support offline services
arriving directly at the service from an external search engine or referral link.
Users reach a service page or equivalent with information that helps them confirm they have found the right service for their needs.
This step should:
confirm what the service is for
explain who it’s for
set expectations before starting
Use a service sheet to help users understand what the service is and prepare them to start.
Last updated 8 days ago
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