Name of organisation or service

We changed ‘Update the details of a service in the Family Hubs list of local services’ to ‘Add details about an organisation to the family hubs local support directory.

We did this because ‘add’ better describes the action of the prototype at its current stage. Even though we think ‘manage’ will probably make a comeback when we add more actions and journeys.

We traded ‘service’ for ‘organisation’ because that’s what you’re doing, updating information about an organisation. Research with Homestart indicated that voluntary and community sector organisations (VCSs) call themselves ‘organisations’, not ‘services’. There’s also content on GOV.UK referring to VCSs as organisations.

We used ‘support’ for consistency with the other prototype and the work on family experience.

Screen order

We moved the ‘types of support’ screen to earlier in the journey. This allows us to sequentially collect information for each type of support selected by the user.

Task list

We introduced the task list pattern so that users could easily view the task they needed to do. This will be particularly useful when users have selected several types of support.

Name and address

We moved away from ‘Is X the same as organisation’. Now we just collect the name of the support. We also only ask for address now if the user selects that the support is delivered face to face. This is because research showed us that some VCSs are moving to online delivery only. In these instances, we will not need to collect address information.

Age ranges

Our interaction designer introduced a reveal pattern for collecting ages. This helps to avoid lots of checkboxes on one page. It also meant we could move away from pre-defined age ranges, which is restrictive to users.

Question page described under image.

When a user selects that the support is for children and young people, this conditional reveal gives them two more text boxes to complete, for the:

  • age range [this support is] provided from
  • age range provided to

We’re aware that this will not allow users to enter whether the child is 12 months or 12 years. We’re working on it.


We added the new languages component using typeahead functionality. We’re aware we need a way to add other languages, but are waiting for evidence of this from testing.

Contact info

We use a checkbox reveal approach. This means users only have to enter contact information that's appropriate for them, not everything on the page. We’ll need validation to make sure users select at least one of these.