service-manual 1 linked patterns checked
GOV.UK Service Manual: Designing assisted digital support
Documents in-person, telephone, and webchat support for users who cannot complete online services independently, including telling users about support and matching support to user needs.
Read with a purpose
What this source can teach
Use this source to study a complete public-service task and the guidance that supports its implementation.
- Start with the original. Open the source and find the guidance or example relevant to your task.
- Trace the connection. Use the claim notes below to see how this site applies the source to specific patterns.
- Check the setting. Compare the source's platform, people, and constraints with your own decision.
Pattern Decisions This Source Supports
| Pattern | Supported decision | Required contract | Claim note |
|---|---|---|---|
| Fallback path | Choose fallback path when the user needs an alternate way to finish the same task after the primary method is blocked, unsupported, unavailable, or unsuitable. | The fallback path is a different route to the same user outcome or an explicitly named support handoff, not another attempt at the same failing operation. | GOV.UK documents assisted digital support by phone, webchat, or in person for users who cannot complete online services independently. |
Evidence Role
This source is treated as service-manual evidence. Its value comes from the specific claims and setting described above.
Publisher: Government Digital Service. Last checked: .