Ask a question

Ask questions to collect needed information from users in a clear, minimal, and respectful way.

Users need to provide accurate answers without confusion, repetition, or unnecessary effort.

When to use this pattern

Use this pattern when a service needs information directly from the user or organisation to make a decision, complete a transaction, or personalise the service.

Follow a question protocol to identify what information you really need. Be clear about why you are asking and how the information will be used.

Check if consent is required to ask the questions or to use the information. Use the consent service pattern for guidance.

Use this pattern when information cannot be obtained from integrations or matching with existing systems or trusted data sources.

When not to use:

Do not use this pattern when:

• The information is already available from existing government systems or integrations

• The data can be pre-filled and only needs user confirmation and consent

• Asking the question does not add value to the service outcome

• The request is optional or “nice to have” rather than necessary

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How it works

Content to include

Question or question heading Ask a clear question in plain language. Ask for one thing at a time. This helps users focus on one specific thing without being overwhelmed

Hint text Use hint text to explain to users how to answer the question. Provide short instructions or examples. Show the expected format where needed.

Question field

Use the field type that matches the information being requested.

Use questions fields such as:

• Text fields for written answers

• Number fields for numeric values

• Date fields with the required format

• Radio buttons when only one option can be selected

• Checkboxes when multiple options can be selected

• Dropdown lists when the list of options is long such as when choosing a country

• File upload fields for documents or evidence

Error messages Error messages must explain what is wrong and how to fix it.

Optional questions If a question is optional, add 'optional' to the question text. Do not mark mandatory questions with asterisks (*), as this is not accessible.

User interaction

Save and return

Enable users to save progress and return when questions are many, complex or involves sensitive information. Allow users to save partial answers and return later.

Authentication is required to protect saved information.

Progress indication

Show progress when there are multiple questions or pages. Help users understand how far they are through the process without revealing unnecessary detail.

Variants

Question group

When to use

Use a question group to collect related information together, such as contact details. Grouping helps users understand context and provide accurate answers.

Use a clear question heading for the question group that tells users what the group is about.

Branching

When to use

Use branching when the answers to some questions determine which questions are shown next. Branching helps avoid asking users questions they do not need to answer. irrelevant questions.

With branching and logic:

• Follow-up questions appear only when they are relevant to the user’s previous answers.

• Users see only the questions they need to answer.

Ensures follow-up questions are only shown when they are relevant to the user’s previous answers.

Example A benefits service asks if a user has a partner. If the answer is “Yes,” additional questions about the partner’s income are shown. If “No,” those questions are skipped.