Work in progress
This page is a design preview. It may not contain the latest guidance and may not behave as expected.
Current guidance can always be found at design-system.dwp.gov.uk.
Choose alternative contact formats
User research
Using the term “alternative formats”
One service tested this and found that users with access needs were familiar with the term from other contexts and services, and understood what it means.
Where to ask about alternative formats
In one service, asking for this information on a contact details screen along with address and phone number led some users to believe that the application would then be continued in their alternative format. In fact their choices were only used for later communications once the application was complete.
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