Matching

Link user-provided information to an existing record so the service can proceed safely and with confidence.

This step checks whether the right record has been found, and what to do if it cannot be matched.

When to use

Use this step when a service needs to:

• link a user to an existing record for example a booking, application or account

• apply rules, limits, or constraints based on past activity

• allow a user to view, change, or cancel something that already exists

• confirm identity or entitlement before completing an action

Matching is commonly used by functional patterns such as Check eligibility, Scheduling, and Manage.

When not to use

Do not use this step when:

• there are no existing records to look up

• the service is creating something new with no lookup required

• identity or record linking does not affect the decision or outcome

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How it works

Inputs

This step uses information already collected in the service, usually from earlier 'ask for information' steps. This can include:

• reference numbers

• personal details such as name, date of birth, postcode

• contact details

• consent given to look up records, where required

Design considerations

• Be clear about purpose: explain why the information is needed and how it will be used.

• Keep data collection minimal: only ask for what is necessary to make a reliable match.

• Support recovery: always give users a clear next step if matching fails or is uncertain.

• Respect privacy and risk: do not show sensitive record details until a confident match is made.

What happens next

Where this matching step is used, the service must handle each outcome transparently.

• Match found: continue using the matched record and apply any relevant rules or limits.

• No match found: explain what the user can do next, for example try again, provide different details, start a new request, or get help.

• Unclear match: ask for more information or offer assisted support.

Accessibility and inclusion

• Do not rely on users remembering long or complex reference numbers without support.

• Provide alternative ways for users who cannot supply the requested information.

• Ensure assisted routes are available where matching repeatedly fails.