Overview

We’re developing a service pattern library for Wales. It will set out reusable patterns for common types of digital services, so that services feel more consistent, familiar and easier to use in both Welsh and English.

We’ve already tested the concept with people who build services across the Welsh public sector. In those workshops, teams used the patterns to map out real services. That helped us refine the flow - for example, changing the order of services steps based on their feedback so they worked better.

This time, we wanted to move beyond practitioners and test the patterns with members of the public. 

The question: do services built with these patterns actually work for the people who need to use them?

What we did

We created three service prototypes using the booking pattern for a GP, a council and a library, and tested them in two ways:

  • in-depth sessions (45–60 minutes) where people completed three service journeys in random order
  • short sessions (10–15 minutes) at the Eisteddfod to capture quick first impressions

We tested with:

  • people with different levels of digital confidence
  • Welsh speakers and learners
  • neurodiverse participants
  • a range of ages, backgrounds and locations

We asked people to think out loud as they used the services, so we could see where they hesitated, what they expected, and whether things felt familiar the second or third time.

This isn’t typical usability testing either. We’re not just looking at whether one service worked, but whether the reusable design behind it works across services. 

That meant separating service specific issues from pattern level findings, which takes more care.

What we learned

Patterns helped build confidence

Participants noticed that the services shared a similar structure. Once they’d used one, the next one felt easier and more familiar.

“Once you’ve done one form, you’ll be prepared for the second.” - Participant

“If people get used to doing things a certain way, then they’re easier to do time and time again.” – Participant

This shows that designing services in line with people’s expectations makes them easier to use, and reduces the need for extra support.

Testing in Welsh matters

At the Eisteddfod, we tested Welsh-language versions of the prototypes. People told us they felt familiar and usable, some even said they reminded them of GOV.UK services.

We also learned that:

  • using Cymraeg Clir (clear Welsh) is important so content works for both fluent Welsh-language speakers and learners
  • many learners want to access services in Welsh as a way of practising, which makes clarity even more important

Findings for the pattern library

Some findings were specific to the services we tested, but others will shape the pattern library. For example, several people wanted contact details at both the start and end of their journey. 

That’s not a pattern in itself, but it’s the kind of advice the library should include.

Challenges we encountered

Some challenges we encountered included: 

  • recruiting people who are less confident online
  • Some times the prototype didn’t behave as expected
  • we couldn’t test with users of assistive technology

Next steps

We’ll keep testing more patterns and refining the library. The aim is to publish the service pattern library in the autumn, with:

  • reusable patterns for common service journeys
  • guidance tested with practitioners and members of the public
  • examples that work bilingually in Welsh and English

Get involved

You can get involved, join our research sessions, take part in our workshops, and share your experience of designing or delivering services. If you’d like to be involved, contact:

  • Mel Gentle, mel.gentle@digitalpublicservices.gov.wales
  • Liam Collins, liam.collins@digitalpublicservices.gov.wales

Watch the recording of the latest service patterns show and tell to learn more about this work!