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Patterns
Choose alternative contact formats

How it works

This pattern has a working example that shows the whole journey. You can drop this example into your prototype using the plugin for the GOV.UK prototype kit.

User journey

Diagram of alternative formats user journey

The basic structure of the pattern is:

  1. Ask about written communications
  2. Collect more detail in nested questions if needed
  3. Ask about spoken communications
  4. Collect more detail if needed
  5. Ask for information about any other communication needs
  6. Check answers

The pattern does not start with a yes/no question asking if the user needs alternative formats. Instead it shows all users the top-level choices for both written and spoken communications. This means they do not have to guess at what is available.

Ask if the user needs anything that is not included in your standard list of ways to communicate. This allows you to understand everyone’s needs and learn about new formats you may need to provide.

The Check answers page includes an option to add more formats. This is done by using the Add another thing pattern to repeat the journey.

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