Service sheet

Help users check if they are ready to start a service.

Users may arrive from a service catalogue, chat, search, posters, or referrals

Use this step at the start of a service which involves the user inputting information in order to get something. For example, at the start of an application form.

How it works

Content to include

Service name

Help people understand what the service is about and if they need to use it.

Documents and any fees required

Include a brief introduction to the service and list details users need to know such as:

• about the service,

• what will happen,

• what users will get or

• how much it'll cost.

To keep the content concise, do not include details about anything that would be obvious to users.

A call-to-action

There should be a clear call to action button to start the service, usually “Start now”. You should also include a link to “sign in” or “continue journey” if the user is able to continue an existing journey.

Other ways to access the service

Provide support for users who cannot access the service online such as by phone, text relay, in-person or other channels.

Variants

Service poster (offline)

A physical or static version of the service sheet used in offline spaces.

Key differences

• much shorter content

• no interaction must work at a distance or glance

Additional guidance

• include a clear next step (QR code, URL, phone number, location)

• include official branding or trust signals

• always offer at least one non-digital access route