service-manual 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.
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. Use it to validate the decision rules above, not as a visual style reference.
Publisher: Government Digital Service. Last checked: .