Being specific
With our language
On the find services overview page, we rewrote text to focus on services and not mention family hubs. This was in response to user feedback that the text on this page was too much about family hubs, which misled users who want to search for services not hubs.
On the ‘What is a family hub page’, under ‘Where are family hubs?’, we changed libraries to community centres. This was in response to feedback from a user who was confused because he attends what is essentially a children’s centre but it’s called a community centre and it’s in a community centre building. It seemed that community centre is potentially a key word, more so than libraries.
About who services are for
We added a new ‘popular search’ example on breastfeeding support.
We gave this a heading ‘Your nearest services and groups for breastfeeding support’ which does not mention ‘for families, children and young people’ (because breastfeeding support is not for children) and specifies the kind of support the user has searched for (breastfeeding). We pre-suggested the age range selection to 0-5 for breastfeeding, on the assumption we would A/B test pre-selecting age ranges.
In the age boxes across the site, we added ‘Parents and carers’ to the options.
Managing expectations
For local support links
On the sleep advice page, we changed the ‘Find local support with your child’s sleep’ link at the bottom to ‘Search for local support’. This was in response to user research finding we need to reduce expectation here as the link takes users back to a generic search page and we do not want them to be jolted by that.
For the homepage
On the homepage, we added new text under the bullet list: ‘Choose an option below to find out more’. This was because some users were not sure if they could click on the bullet points and find more information - we were trying to make it clear how they could find out more.
You can view this prototype homepage. The password is 'family'
Family hubs user flow
The family hubs user flow is:
- A user goes to the homepage from a search engine
- They learn about family hubs and see the link to start
- They read more about family hubs and enter a postcode to find the nearest family hub
- They find a few local family hubs and contact them to book a visit
Services and groups user flow
The services and groups user flow is:
- A user goes to the homepage from a search engine
- They read about local services and groups, and lick the link to start
- They learn about services and groups and what they can offer, then enter a postcode to find the nearest one
- They input what they were looking for, choose a search radius and select an age group
- The system found a few local services and they contact them to book an appointment
Online information and advice user flow
The online information and advice user flow is:
- A user goes to the homepage from a search engine
- They click the link to start and land on a page with 6 self-help topics
- They click on one of them to choose a subcategory
- They read through a short summary and click on the NHS advice link to read more about the chosen topic