Changing our wording

We changed ‘common issues’ wording from ‘support’ to ‘advice’ and from ‘issues’ to ‘topics’. The reason was that we thought common topics would just be national level advice, not support (from which you can go on to search for actual local support). And they are more topics than issues (issues suggests something wrong).

We added ‘bad journey’ wording.

The cards for services and family hubs were just basic trial wording - we had not really discussed in depth or researched yet about what users would expect to see here.

Defining how much work we put into common topics

The common topic example was now on sleep as this is a nearly universal parenting issue. The minimal wording here is copied from the NHS website. We could not see us having expressly written content on every type of issue due to duplication issues and the time and expertise it would take to write. So, we were assuming this content would be taken from NHS or other trusted sites.

Removing age categories

We removed age categories for now. User research found people were a bit confused by age categories and what would go in what age bracket - it seems more fluid not defining by age.

We made it so users will search by topic instead (which could also include ages or stages like ‘babies’, ‘teenagers’, pregnancy’ as well as things like ‘weaning’ and 'potty training’). We added these (age / stage / topic searches) as ‘popular searches’ too.

We tried to group common topics into 6 big categories which could have subcategories.

Making sure teens and young adults can easily use the service

Users felt teens and young adults should have their own route, as some users will be young adults. We made this a common topic, and they could now search for ‘teenagers’ in the keyword box.