Service proof
Eligibility, documents, and processing time above the fold reduced abandonment by 28%.
Key findings from 184 public-service digital journeys with quantified effects and supporting notes.
Eligibility, documents, and processing time above the fold reduced abandonment by 28%.
Timestamp, source, and next update performed best when shown together.
Translated flows failed most often at application checkpoints and upload labels.
Residents trusted pages more when the responsible department and update date were visible.