Before you start

Prepare users before they start a section of the service.

Let users know what they need to have ready, how much time or effort the service may take, and whether there are any eligibility requirements that could affect their ability to continue.

By setting expectations upfront, this step helps users decide if they are ready to proceed in one sitting, reduces abandonment, and prevents avoidable errors later in the journey.

When to use

This step is often placed after a service sheet, but may also appear later in a service journey when new requirements or instructions are introduced.

When not to use

Do not use for general introduction, promotional or marketing content.

Include only information that helps users prepare for the specific service journey that follows.

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How it works

What to include

• Use a clear title such as “Before you start” so users immediately understand its purpose.

• List required documents or information in plain, specific language, clearly marking anything optional.

• Use short paragraphs and bullet points to make content easy to scan.

• Clearly explain what will happen next and include a single primary action, for example, Start now or continue

User interaction

This step should be read-only and not ask users for information.