Guide users through a service

Help users navigate a service journey that involves multiple functions. Make progress visible and support smooth transitions between functions, so users can complete a service without confusion

Use this pattern when:

• a service includes more than one functional pattern

• users may need to complete tasks in a specific order

• users may pause and return to the service later

• the service needs clear review or completion points

• functions such as Scheduling or Request information are part of a wider flow

Do not use this pattern when:

• the service consists of a single, simple interaction

• no progression, review, or re-entry is required

• the service is purely informational

Steps

1. Assess if service contains multiple functions or transitions

This decision determines whether users need a service-level structure to understand and manage progress.

• If yes, use [STEP] task list to show the overall service structure and support pause and return.

• If no, route users directly into the function without introducing additional structure.

Use this decision when a service includes multiple tasks, can be completed over time, or allows tasks to be completed in different orders.

2. Assess if the function is complex?

This decision determines whether users need orientation within a function.

• If yes, use a [STEP] Before you start page to explain what the function involves, and [STEP] check your answers to show progress, and allow review.

• If no, proceed directly through the function’s steps.

Use this decision when a function includes multiple steps, branching logic, prerequisites, or the possibility of pause and return.

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Considerations

• Avoid duplicating orientation at both service and function levels unless needed.

• Support non-linear progress and return.

• Use structure, not hand-off screens, to connect functions.