Overview

Start by making a list of all the information you need from your users. Find out what information the service needs, not what questions they want to ask. Work with the content team to set the questions that will best capture that information.

Question protocol

Only add a question if you know

• that you need the information to deliver the service
• why you need the information
• what you will do with it
• which users need to give you the information
• how you will check the information is accurate
• how to keep the information up to date and secure

This list is called a ‘question protocol’ – it is different from the form itself because it is about how you will use the answers.

A question protocol forces you (and your organisation) to question why you are asking users for each item of information. It gives you a way of challenging and pushing back against unnecessary questions if you need to.

Start by asking questions to help people work out if they can or should use your service. Doing this helps users save time as it tells them before they begin to use the form whether they are eligible to use it and if they need it before providing their information.