Add 'Access web journeys in the native NHS App' pattern guidance

[davidhunter08]

Description

Add 'Access web journeys in the native NHS App' pattern guidance.

To do

• Add guidance to 'Get started' section - Dave
• Draft guidance - Graham
• Add images/gifs - Dave
• Review guidance and share with Native Transformation team - Dave/Graham
• Review guidance with NHS App teams - Dave/Graham
• Revise guidance
• Publish guidance

Related

Task:

• Prototype nhs.uk journeys using custom web view - Dave

Future plan:

• Merge guidance into a more rounded "Access website journeys through the NHS App" design pattern for all teams internal/external - Dave/Graham

[netlify]

✅ Deploy Preview for nhsapp-frontend ready!

Name	Link
🔨 Latest commit	139934d
🔍 Latest deploy log	https://app.netlify.com/projects/nhsapp-frontend/deploys/6a4bc3b5e20dba0008b99c14
😎 Deploy Preview	https://deploy-preview-457--nhsapp-frontend.netlify.app
📱 Preview on mobile	Toggle QR Code... Use your smartphone camera to open QR code link.

---

To edit notification comments on pull requests, go to your Netlify project configuration.

[davidhunter08]

On journeys like Patchs and 111 Online, we use the custom web view, but we can't add the close with an alert or the done button because we don't have control of those URLs so we can't be certain of which URLs to place them on. I'm wondering if we need to explicitly say something about this in the guidance?

For example:

On authenticated NHS website journeys (such as 111 online) and third-party journeys (such as Patchs), use the X icon on every page. Do not use the exit alert or a Done button on these journeys. Because you do not control these pages, you cannot reliably tell which page has data input or which is the final page, so neither control can be placed accurately.

What do you reckon? @Graham-Pembrey @michaelgallagher

[Graham-Pembrey]

That makes sense and reads well to me 👍 Small possible tweak: should we use "X button" instead of "X icon"?

[Graham-Pembrey]

Notes from a call with the cross-domain experience (XDX) team:

Everyone agreed that we should aim to use the custom web view for NHS.UK journeys, whether or not they are authenticated. This fits with the NHS.UK team recommendations and evidence they have gathered.

Some questions we need to work through:

• How should the custom web view back button work on NHS.UK pages? There are various potential entry and exit points. For example, the Health A to Z home page might be the start of some journeys, but in the middle of others.

• How much are able to hide the footer on NHS.UK pages? There is an NHS.UK requirement to give access to the privacy policy, for example.

• If a user is in a custom web view and opens a third-party link (there are lots on the NHS website) would that open in a custom web view? Or can we set some rules to make sure third-party links jump into a standard web browser, e.g. by doing this when a non-NHS.UK URL is detected?

Another general point from the call: we might need to reframe the guidance to be more about 'here's what to do if you need to modify the content being shown in an overlay' and 'here's what to do if you don't'.

[Graham-Pembrey]

@michaelgallagher @Tosin-Balogun @frankieroberto I've added you as reviewers, as we think this is at a stage where we can open it up for any feedback or refinements before publishing. No rush though!

[michaelgallagher]

three notes:

1. i think we could clarify that the sheet used to access nhs pages is also a custom webview
2. are we definitely putting the help component at the bottom of custom web views?
3. we should add some android examples (but this can happen later)

[davidhunter08]

2. are we definitely putting the help component at the bottom of custom web views?

I don't think we have settled on this yet, could do with chatting about it.

[davidhunter08]

3. we should add some android examples (but this can happen later)

💯

[Graham-Pembrey]

2. are we definitely putting the help component at the bottom of custom web views?

I don't think we have settled on this yet, could do with chatting about it.

Agreed, I think this is still very up for discussion!

1. i think we could clarify that the sheet used to access nhs pages is also a custom webview

Is that covered by the last sentence below? Maybe we need to move that point or make it stand out more?

[Graham-Pembrey]

Some quick thoughts on options for the app help footer:

1. Keep it there at all times during NHS App journeys (repeat prescriptions, appointments, test results etc). If users need help part way through a journey but don't want to abandon what they're doing, this gives them a way to do that.

2. Only use the footer for transactional journeys (so not static ones like test results). Users can easily return to the menu screens from static journeys, where they can access help.

3. Leave it off entirely. Users can close the overlay and access help from any of the home or hub screens. This might reduce the cognitive load as they complete journeys, as it means one less thing on the screen to think about. Also, our help content won't necessarily cover very specific questions users may have about a form they're completing; it's more of a general resource, so maybe this option reflects that better.

4. Base it on the particular journey, and leave it to the discretion of teams. So making it an optional part of the full-screen custom web view. (Not sure this is the right approach as it could lead to lots of inconsistency, but throwing it out there).

Thoughts welcome! I'll also check with Daniel and Liza whether the research findings can help us decide....

[Graham-Pembrey]

From Daniel on the above:

From the research that we conducted, we didn't observe any users clicking or tapping into the app held within journeys. When we asked where they expected to find the section, everyone went back to the home page, the bottom of the home page, or profile. We didn't test the journeys with real data or in real scenarios, in real life people might try to look for help within the journeys, but we don't know it for sure.

It may be worth checking with the Analytics team whether people are using the app help in the current app within the journeys though not sure we can get data on that?

We'd probably lean towards keeping it in the same locations as where it is in the current app and maybe see if we can observe behavior when the native app is live or through moderated live observation.

[michaelgallagher]

re: sheet + custom webview

Is that covered by the last sentence below? Maybe we need to move that point or make it stand out more?

i don't think it quite does. there is a distinction between nhs.uk journeys and the technology. we might also open bits of the app itself this way, or 111OL, etc.

[Graham-Pembrey]

Thanks @michaelgallagher. I've updated that, but it might need further tweaks. See what you think.

[michaelgallagher]

@Graham-Pembrey that reads well to me.

one other thing:

hiding the page header (i.e. the blue NHS nav element) is generally a good thing for reducing confusion about where the person is, etc.

i wonder if we want to promote this:

Here, the NHS website header (including the search bar) and the breadcrumb links at the top of the page have been hidden. This prevents users from navigating to other parts of the NHS website and getting lost, which we've seen happen often in past user research.

into the main content body, to make it more obvious?

thinking specifically about 3rd-party suppliers, and how this can be a point of contention, but we know having an app/site header in the overlay is confusing.

so, perhaps putting a finer point on it.