--- name: benefit-application-experience type: experience journey: customer persona: Applicant (29), single parent domain: Public services · benefits technology: Responsive web, mobile first core: "1.0" description: "Experience skill: Applying for a government benefit online — the best-practice customer journey for a applicant (29), single parent in Public services · benefits on Responsive web, mobile first. Use when designing, building, reviewing or writing copy for any step of this journey. Brand-agnostic: pair with any Celestial design skill for the look. Also use it for decks, research readouts, specs and documents about this journey. Outputs: PowerPoint / Keynote / Google Slides decks, Word and Google Docs documents, PDF reports, emails, social posts, charts and diagrams." --- # Applying for a government benefit online A resident checks they might be eligible, applies in short sections they can save and return to, uploads evidence from a phone, and knows when to expect a decision. **Outcome** — An applicant completes and submits a benefit claim across one or more sessions with fewer than 10% of claims returned for missing evidence. This skill says *what happens and in what order*. It never specifies colour, type or spacing: describe screens as compositions of Celestial core v1.0 components and patterns, and let the active design skill render them. --- ## Persona — Priya, Applicant (29), single parent > “I can do this in ten-minute bursts. Just don't make me start again every time.” Recently reduced her hours to care for her son; applies from her phone after he is asleep. **Goals** - Find out quickly if it's worth applying - Apply in short sessions without losing work - Know what evidence is accepted **Pains** - Long forms that time out - Unclear words like 'household' and 'capital' - Fear of being penalised for an honest mistake **Behaviours** - Uses a mid-range phone with limited data - Photographs documents on the kitchen table - Reads help text before answering money questions **Access needs** - Dyslexia — short sentences, readable fonts, no walls of text - ADHD — clear progress and save at every step --- ## Domain — Public services · benefits - Eligibility checker gives an indication only; the decision is made by a trained officer, never by an automated system alone - Collect only the information needed to decide the claim; state why each sensitive question is asked - Applicant signs a declaration that answers are true, with plain explanation of what happens if they change - Every decision letter states the reasons and how to ask for a review or appeal, with the deadline - Saved applications are kept for a stated period (e.g. 28 days) and then deleted, with a reminder before Vocabulary to use: `claim`, `eligibility`, `evidence`, `household`, `declaration`, `mandatory review` ## Technology — Responsive web, mobile first Inputs: Touch, Camera for document photos, Screen reader, Keyboard - Autosave after every answered question - Uploads accept JPG, PNG, PDF up to 10 MB, compressed on device - Session warning at 25 minutes idle with option to extend; work is never lost --- ## Journey (6 steps) | # | Step | Goal | Compose with | Copy | |---|---|---|---|---| | 1 | **Check eligibility** | Find out in two minutes if applying makes sense | `onboarding` | “You may be able to get this benefit. Applying takes about 30 minutes, and you can save as you go” | | 2 | **Sign in** | Create a way to come back to the application | `auth card` | “We'll keep your application for 28 days” | | 3 | **Your answers** | Answer questions one topic at a time | `form` | “Does anyone else live with you?” | | 4 | **Evidence** | Upload the documents that prove your answers | `form + chips` | “Add a photo of a payslip from the last 2 months” | | 5 | **Check answers** | Review everything before declaring | `detail` | “I confirm that the information I have given is true” | | 6 | **Submitted** | Know the claim is in and when to expect a decision | `confirmation` | “Application sent. Your reference is HB-482-917. We'll decide within 4 weeks” | ### 1. Check eligibility - Max 6 questions, no account needed - Result says “you may be able to get” never “you will get” ### 2. Sign in - Offer email or phone code; no complex password rules - Explain the save period before starting - **error:** That code has expired. We've sent a new one ### 3. Your answers - One question per page for money and household questions - Help text explains terms in place: what counts as household - **error:** Enter an amount in pounds, for example 120.50 ### 4. Evidence - List exactly which documents fit each answer - Show a preview and let the applicant replace a blurry photo - **error:** This photo is hard to read. Try again in good light - **loading:** Uploading 1 of 3… ### 5. Check answers - Every answer has a Change link back to its question - Declaration in plain words, with consequences stated ### 6. Submitted - Reference number, decision timescale and what may happen next - How to report a change of circumstances --- ## Principles 1. Save every answer the moment it is given 2. One idea per page for difficult questions 3. Explain why sensitive information is needed 4. Humans decide; automation only checks completeness 5. Always show how to get help by phone or in person ## Do / Don't **Do** - Tell applicants how long it takes before they start - Accept phone photos of documents - Give a reference number on every screen after submission **Don't** - Ask for information the decision doesn't use - Use “fraud” language in neutral help text - End the session without warning and a way to extend ## Accessibility - Meets WCAG 2.2 AA; timeout warning gives at least 20 seconds to extend (2.2.1) - Error summary at the top links to each field and receives focus on submit (3.3.1) - Previously entered answers are not asked again (3.3.7 redundant entry) - Sign-in allows paste and password managers; no cognitive tests (3.3.8) Core minimums always apply: 4.5:1 text, 3:1 UI and focus, visible focus on every control, 44px touch targets, no meaning by colour alone, reduced motion respected. ## Content and voice - Reading age 9: “Do you have savings over £6,000?” not “Do you hold capital exceeding…” - Neutral, non-judgemental tone: “If your situation changes, tell us” rather than warnings - Numbers and dates in a standard format with examples: “For example, 27 3 2026” ## AI interactions - Optional: check uploaded documents for blur and correct type before submission, with the applicant deciding whether to keep them - No AI in eligibility decisions because benefit decisions must be made and explained by an accountable officer ## Edge cases - Applicant's circumstances change mid-application — let them edit earlier answers and recalculate the evidence list - Saved application about to expire — remind 3 days before by their chosen channel - Applicant can't get a document — explain alternatives and that they can still submit - Applying on behalf of someone — appointee route with authority evidence - Applicant in crisis (no money for food) — show urgent support routes on every page --- ## Measures | Measure | Target | How | |---|---|---| | Completion rate | ≥ 75% | Started → submitted within 28 days | | Returned for missing evidence | < 10% | Claims sent back for more documents | | Help contact rate | < 15% | Applicants who phone or visit for help during the claim | | Satisfaction | ≥ 80% | Post-submission question, rated satisfied or very satisfied | Research: Usability tests with applicants who have low digital confidence, on their own phones; Assisted digital sessions in community centres; Accessibility audit including dyslexia and cognitive load review. --- When building this journey: follow the steps in order, compose each screen from core components and patterns only, keep the persona's access needs and the domain rules non-negotiable, and take every visual value from the active design skill. ## Using this journey in other outputs - **Deck or readout**: one slide for the persona (name, role, quote, goals, pains), one per step (goal, screen, the principle that matters most, its error state), then measures with targets. 16:9. - **Spec or document**: a section per step with goal, screen composition, copy, states and acceptance criteria; principles and accessibility rules as a checklist at the end. - **Look and feel**: this skill is brand-agnostic. If a design skill is named or installed (e.g. "in Mars"), take every colour, font and shape from it; otherwise use plain neutral styling and say which design skill would apply.