Start page – eligibility copy
lizziebruce opened this issue · 5 comments
GDS feedback on the initial screenshots was:
"The first sentence does not follow the prototype – please replace with the prototype copy.
We've conducted user testing which found women's pensionable age to be confusing. The line 60 or over encompasses users over 60 years old.
Have you found the prototype line to be an issue for users in your user research? This is the user testing summary about to age eligibility [from our testing] https://verify-local-patterns.herokuapp.com/service-patterns/concessionary-travel/user-research/alpha/start-page"
Jo mentioned that:
"Neil disagrees with this line in the prototype, [as] the Dept of transport hasnt had bus passes for 60 year olds since 2010, i think we need to say its about women's pensionable age" and that there was no specific research but "the service manager isn't happy with the phrase".
The example prototype copy is:
If you’re 60 or over you may be able to get a free bus pass.
Northumberland's copy is:
Entitlement to a bus pass is gradually being phased from age 60 to 66 in line with the state pension and pension credits scheme.
Our feedback on this copy:
- it's not plain English (entitlement, gradually being phased, in line with)
- unnecessary complication of referencing state pension age and pension credits scheme at this point in the journey – however it could be helpful to include on the /check-age-not-eligible page
Not referencing the pension age here and keeping the copy very simple was the carefully researched with users.
Hi @lizziebruce I'm going to tag Sam and Irina as they are better placed to provide feedback on CT.
@EUzkuraityte - thanks for passing over
I agree with @lizziebruce and would recommend to Northumberland to follow our suggested copy text as it has been developed following a number of user research rounds and based on best practices for Content Design. Ultimately, it says the same thing as Northumberland's suggestions (you might be eligible from 60 onwards based on various reqs & schemes) without unnecessary complicating the eligibility criteria that the user needs to understand and comply with.
On specifically referencing 'female state pension age' - we originally had this copy in the prototype and user research suggested that this is not obvious to understand and confusing for many users.
@joanneSouthern @EUzkuraityte
I'm not able to sign this off from a content design best practice perspective (Sanjay represents service design and Pete represents user research).
If Northumberland wishes to deviate as indicated above, please use plain English copy:
The age you can get a bus pass is slowly being moved from 60 to 66. This follows changes to the state pension age and pension credits scheme.
to replace:
Entitlement to a bus pass is gradually being phased from age 60 to 66 in line with the state pension and pension credits scheme.