Criterion 5. Provide flexibility and choice

Criterion 5 – Provide flexibility and choice

Enhance digital experiences by providing flexibility and choice so users can tailor interactions to their individual preferences and needs.

Your responsibilities

To successfully meet this criterion, you need to:

provide flexibility and choice, where available, for how users engage with your digital service
create seamless experiences across service delivery channels.

When to apply

Apply Criterion 5 in Alpha and Beta as you integrate service features.

Apply Criterion 5 across the Service design and delivery process to ensure seamless experiences are upheld across service delivery channels.

Questions for consideration

How can we integrate the digital services with non-digital pathways?
How can we create a seamless experience before, during and after the user interactions?
For those who need it then, what alternate channels exist for users to interact with your service?

How to apply criterion 5

Incorporate responsive design: Make sure your service has a responsive design that allows for compatibility across various devices and screen sizes, accommodating users who access services through different platforms.
Incorporate adaptable user interfaces: Design services that can be customised and adapted to allow personalised experiences. This may include flexible layouts, themes that support enhanced day and night vision and tailoring the user interface to meet device-specific considerations. Include preferences for written, audio and visual information and other settings that enhance user comfort and accessibility.
Be considerate of time: Implement save and resume functionality that allows users to complete tasks immediately, or later. This is beneficial for processes that may require multiple steps to complete or information gathering. Disperse information gradually to prevent overwhelm. Be mindful to provide enough time to complete tasks and avoid time constraints that may pose challenges to individuals with cognitive or motor disabilities.
Support users to move between service channels with ease: Consider the support users need for a complete service experience and maintain non-digital channels for those who need it. Map user experiences to identify pain points and opportunities and ensure a consistent look and feel across all channels, including websites, mobile apps and in-person interactions.
Enable real-time data synchronisation: Where possible, use real-time data synchronising across all service channels. This prevents inconsistencies and lets users to access to the most up-to-date information regardless of where or how they interact with the service.

Guidance to provide flexibility and choice

Most users use government systems to complete tasks. When designing, consider how to make it easier for the user by taking into account time needs and preferences for interacting with the service online:
- Conduct user research and user testing.
- Use the Digital Inclusion resources as a starting point to consider how to assist the users you are designing for.
- Ensure compatibility across various devices and screen sizes to accommodate users accessing services through different platforms.
- Conduct usability testing across different devices and put mobile-first design principles in place.
- Regularly update and test the service for new devices.
Design customised and adapted services to allow personalised experiences for the user:
- Develop user personas to understand diverse needs.
- Create theme options for users to select. Provide options for users to customise font sizes and contrast.
- Create flexible layouts tailoring the user interface to meet device-specific considerations.
- Support enhanced day and night vision
- Tailor the user interface to meet device-specific considerations. Include preferences for written, audio and visual information and other settings that enhance user comfort and accessibility.
Allow users to complete tasks immediately or later when creating processes that require multiple steps or information gathering:
- Gradually disperse information to prevent overwhelm.
- Make sure there is enough time to complete tasks and avoid time constraints that may challenge individuals..
- Introduce auto-save features for ongoing tasks.
- Break down complex processes into smaller, manageable steps.
- Provide clear instructions and time estimations for each step.
Provide a complete service experience by maintaining non-digital channels, for those who need it:
- Map user experiences to identify pain points and opportunities
- Provide consistent look and feel across all channels, including websites, mobile apps and in-person interactions.
- Develop a unified style guide for all service channels.
- Conduct regular user feedback sessions.
- Provide training for staff on all service channels.
Document your findings and recommendations on how to apply criterion 5:
- Ensure your proposal supports your decisions and demonstrates that you have considered and applied flexibility in your service design.
- Use the Digital Capability Assessment Process (DCAP) template to report on meeting the criterion.
- Make sure the data is collected and documented in a centralised knowledge repository.

Digital Inclusion Standard