Eligibility end point

Contents

– User needs
– How it works
– Status
– Accessibility statement
– Examples
– Research into this pattern
– Discuss this pattern

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User needs

Use this pattern when a user has answered a question that doesn’t meet eligibility requirements to proceed with the form.

How it works

If there are eligibility questions that would result in Eligibility end-points in the form - you would want these eligibility questions and Eligibility end-points to be at the beginning to determine if people are eligible to proceed - as otherwise, if they were at the middle or end of the form, for example, then people could be completing unnecessary information to then find out they are not eligible to proceed and have to leave the form via the Eligibility end-point.

Eligibility end-point must:

• provide a meaningful H1 explaining why the user is not eligible, for example: ‘We’re sorry, but you cannot use this form’
• give a reason why the user is not eligible to continue within the form
• say what the user can do next after this page

Eligibility end-point should:

• provide a back to homepage option if required depending on the context
• provide a call-to-action for the user if required depending on the context - this could be a button or a link
• provide contact information, if it exists and helps meet a user need

H1 examples might include:

• We're sorry, but you cannot use this form
• We're sorry, but you cannot request an additional black bin
• It looks like you need additional recycling bins

The call to action decides if a H2 is needed and if it is, what the H2 says.
You can use 'why not' and 'what you can do next' or just one of these depending on what information is helpful to give to the user.

• NO breadcrumb - see the Axure mock-up - Eligibility end-point for the reason behind this decision. The use of links and buttons (primary and/or secondary) can be used to navigate/signpost users to other relevant content after they are told they are not eligible. 
• No A-Z

Button text:

• Text on the primary button is dependent on the call to action
• Text on the secondary button is usually 'go to the homepage’ depending on the actions that the user can take. Or links could be used instead

Status

Working progress

Accessibility statement

This pattern has a rating of AA.

Please see our accessibility statement.

Improvements

To make it AAA, we need to:

• Add...

Examples

Axure mock-up - Eligibility end-point

Research into this pattern

For the development of this pattern, we looked closely at:
GOV.UK Design System patterns - There is a problem with the service pages
GOV.UK Design System patterns - Service unavailable pages
GOV.UK Design System patterns - Page not found pages

Discuss this pattern