diff --git a/app/main/views/index.py b/app/main/views/index.py index 6ab896ebd..ca9cbe9cd 100644 --- a/app/main/views/index.py +++ b/app/main/views/index.py @@ -40,6 +40,11 @@ def delivery_and_failure(): return render_template('views/delivery-and-failure.html') +@main.route('/design-patterns-content-guidance') +def design_content(): + return render_template('views/design-patterns-content-guidance.html') + + @main.route('/information-security') def information_security(): return render_template('views/information-security.html') diff --git a/app/templates/views/design-patterns-content-guidance.html b/app/templates/views/design-patterns-content-guidance.html new file mode 100644 index 000000000..f138cff93 --- /dev/null +++ b/app/templates/views/design-patterns-content-guidance.html @@ -0,0 +1,138 @@ +{% extends "withoutnav_template.html" %} + +{% block page_title %} +Design patterns and content guidance – GOV.UK Notify +{% endblock %} + +{% block maincolumn_content %} + +
+
+ +

+ Design patterns and content guidance +

+ +
+

Contents

+ + +
+ +
+

When to send notifications

+ +

Send notifications to reduce anxiety

+ +

Talk to your call centre staff to find out why people call – this is probably why they are anxious. For example:

+ +
    +
  • I made a claim online – did it go through?
    • +
  • I sent you an application – did you receive it?
    • +
  • I sent you some supporting documents – did you receive them?
    • +
  • Did you approve my application?
    • +
  • Have you sent my new passport yet?
    • +
  • Has my application got lost or stuck somewhere?
    • +
+ +

Tell users if they need to do something

+ +

If someone needs to do something, tell them. For example:

+ +

Your MOT expires on 28 September – get an MOT

+ +

The deadline for tax returns is 31 January – complete your self assessment tax return

+ +

Your passport photo didn’t meet our standards – take a new photo

+ +

Security checks

+ +

When someone does something important, send a security check to the people who might be affected. For example:

+ +
    +
  • We registered a Lasting Power of Attorney in your name
    • +
  • You no longer own the freehold for 1 Candle Street, Mile End, London
    • +
  • Sainsburys Ltd applied for planning permission for 3 Candle Street, Mile End, London
    • +
+ +

2-factor code

+ +

When someone wants to sign in, send a 2-factor authentication code to the number you have on file. For example: Your GOV.UK verification code is 123 456

+
+ +
+

Design patterns

+ +

Collecting contact preferences

+ +

Use radio buttons to ask the user how they’d like to be contacted:

+ +
    +
  • by post
    • +
  • be email
    • +
  • by text message
    • +
  • by phone call
    • +
+ +

When the user selects a contact method, dynamically prompt them for contact details (if you don’t already have them)

+ +

Ask the user to pick one primary contact method. Users don’t like duplicate notifications.

+ +

You can still contact them by other contact methods if appropriate.

+ +

Collect these using the patterns in the Government Service Manual and the Hackpad.

+ +

Tell the user they’re going to receive notifications

+ +

Tell the user that you will send them notifications. For example:

+ +
+

We will email you about this petition, and nothing else. You can unsubscribe at any time

+
+
+ +
+

Content guidance

+ +

Include one important message

+ +

Don’t explain the whole process – just tell the user what will happen next.

+ +
    +
  • If the user needs to do something, tell them what they have to do. Include a link if possible – see our Information security guidelines
    • +
  • When will the next thing happen? If the next step is important, tell them when it will happen. For example, we’ll make a decision by 28th October.
    • +
  • How long until they are done? If the next step isn’t important, just tell them when they’ll be completely finished. For example, you’ll get your new passport by 2nd November.
    • +
+ +

Don’t send a message for steps that aren’t important to the user. For example, you don’t need to tell the user about background checks unless they fail one of the checks.

+ +

Writing for notifications

+ +
    +
  • Write tailored content. You’re writing to just one person – so tell them exactly what they need to know
    • +
  • Write as if you’re speaking – use personal language (you, we etc)
    • +
  • Tell the user when you’ll do something (by Tuesday, by 28th October) not how long you’ll take (within 3 working days, within 6 weeks)
    • +
  • Follow GOV.UK content guidance
    • +
+ +

Writing for SMS

+ +
    +
  • Get the most important message in the first sentence
    • +
  • Write one idea per sentence
    • +
  • Make it as short as possible – but don’t use jargon or acronyms without explanation
    • +
  • Don’t say ‘Dear’ or ‘Hi’ – just launch straight in
    • +
+ +

Writing for emails and letters

+ +

Say ‘Dear’, not ‘Hi’ – some people prefer ‘Hi’ and some prefer ‘Dear’, but only the people who prefer ‘Dear’ care enough to complain when we say ‘Hi’

+ +
+
+ +{% endblock %} diff --git a/app/templates/views/terms-of-use.html b/app/templates/views/terms-of-use.html index 0ca9c17db..977e03942 100644 --- a/app/templates/views/terms-of-use.html +++ b/app/templates/views/terms-of-use.html @@ -138,12 +138,10 @@ Terms of use – GOV.UK Notify

If you do use GOV.UK Notify to send marketing messages, we may refuse to accept further messages for delivery.

- You agree to send messages consistent with our design patterns, style guide and information security guidelines + You agree to send messages consistent with our design patterns, content guidance and information security guidelines

-

Your messages must follow our design patterns, style guide and information security guidelines.

- -

Your messages must not contain any personal, or otherwise sensitive, information.

+

Your messages must follow our design patterns, content guidance and information security guidelines.

You agree to use GOV.UK Notify delivery data to continuously improve the quality of your contact data @@ -152,7 +150,7 @@ Terms of use – GOV.UK Notify

When you send messages through GOV.UK Notify, we provide feedback on the status of every text message, email and letter.

You agree to use our delivery data to check (and potentially remove) bounced email addresses, mobile numbers and postal addresses from your database.

- +

You agree to ensure your user’s personal data is kept accurate and up to date, in line with Data Protection Act principles.

If you have consistently high bounce rates, we will investigate and may refuse to accept further messages for delivery. This is to protect delivery rates for other services using GOV.UK Notify.

@@ -195,7 +193,7 @@ Terms of use – GOV.UK Notify

You can remove your service from GOV.UK Notify at any time. Contact us and we’ll delete your account.

- +

Any data that you have processed through GOV.UK Notify will be deleted as part of the existing data deletion processes.