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User needs

The user needs that the Intent capture work is attempting to satisfy.

User needs describe what people need from the service in order to make progress safely and confidently. They are not the same as intents. A user need describes the outcome a person needs; an intent describes what they are trying to do or express at a particular point in the journey.

For this work, user needs help keep the design grounded in people’s goals rather than NHS service structures. They should be reviewed as the team learns more from research, pilots and operational evidence.

As a I need So that Satisfied when
member of the public to describe my health problem in my own words I do not need to understand NHS service structures before asking for help
  • I can enter free text
  • The system understands common language
  • I am not forced to choose from a long list of topics before I know what applies
member of the public clear guidance on where to go next I can get the right help first time
  • I receive a specific recommended service
  • I understand why it has been suggested
  • I know what to do next
member of the public the service to explain what it can and cannot do I do not mistake it for a clinical consultation
  • The limits are shown before and during use
  • The language avoids overclaiming
  • I am told when I need clinical advice instead
member of the public to know whether the tool uses AI I can make an informed decision about using it
  • AI use is clearly disclosed
  • The purpose of AI is explained in plain language
  • I am offered a non-AI alternative where appropriate
member of the public to understand that nobody will follow up with me I do not assume I am being monitored or placed into a queue
  • The service states that it is not a monitored conversation
  • The outcome makes my responsibility clear
  • Urgent risks are clearly signposted
member of the public to be able to leave the navigator and choose another route I can still get help if the tool is not working for me
  • Exit options are visible
  • Alternative NHS routes are offered
  • I can move to 111 online, NHS.uk content, service finder or emergency help as needed
member of the public the service to use familiar NHS language and patterns I can trust and understand the experience
  • The wording follows NHS style
  • The interaction patterns feel consistent with NHS services
  • Unfamiliar terms are explained
member of the public the service to avoid sending me in loops I do not waste time repeating myself across NHS services
  • The recommendation is specific
  • Onward links are clear
  • I am not repeatedly referred between the same services without progress
member of the public the service to remember enough context during my journey I do not have to keep re-entering the same information
  • My stated problem is carried through the interaction
  • The outcome reflects the information I gave
  • I can review or correct key details before moving on
member of the public to understand why I am being asked for personal information I can decide whether to provide it
  • Each question has a clear purpose
  • Optional information is marked as optional
  • Sensitive questions are explained before I answer
person with potentially urgent symptoms emergencies to be identified quickly I can get immediate help without delay
  • Red flag symptoms are recognised early
  • Emergency instructions are shown clearly
  • The service does not continue unnecessary questioning when urgent care is needed
person unsure how serious my symptoms are the service to help me understand the level of urgency I can act at the right pace
  • The outcome explains whether I need emergency, urgent, same-day or routine help
  • The wording is unambiguous
  • Timeframes are specific
person in distress or pain the interaction to be short and focused I can get help without unnecessary effort
  • Only essential questions are asked
  • The path to an outcome is efficient
  • Urgent routes are always easy to access
person whose symptoms may be unsafe for Intent capture alone to be moved to a safer route I am not given inappropriate automated guidance
  • Clinical safety rules are applied
  • High-risk terms trigger escalation
  • The outcome directs me to a suitable urgent or clinical service
parent or carer to say that I am seeking help for someone else I receive guidance that fits their age and circumstances
  • The service asks who the help is for
  • Relevant age information is captured
  • Safety guidance is adjusted accordingly
parent of a child paediatric symptoms to be handled differently from adult symptoms I do not receive unsafe or misleading advice
  • The child’s age is considered
  • Child-specific red flags are recognised
  • The outcome uses language suitable for parents and carers
carer for someone with additional needs to explain relevant context about the person I support I can get a recommendation that reflects their situation
  • I can add important context
  • The service acknowledges limitations
  • I am guided to a human or clinical route when the situation is complex
person with low confidence using digital services the service to be simple and forgiving I can complete it without needing specialist knowledge
  • Questions are plain and direct
  • Errors are easy to correct
  • The service avoids technical or organisational language
person with accessibility needs the service to work with assistive technology I can use it independently
  • It meets accessibility standards
  • It works with keyboard and screen reader use
  • It does not rely only on visual cues or complex interactions
person whose first language is not English to understand that I cannot use this service I do not attempt to use a service that is not accessible to me
  • The service clearly communicates it is only available in English
  • Signposting to alternative support is provided
person worried about privacy to know how my information will be used I can decide whether to continue
  • Privacy information is easy to find
  • The service explains what is and is not stored
  • I understand whether my information is shared with other NHS services
person who does not want to use AI an alternative route to help I am not excluded from accessing NHS support
  • A non-AI option is visible
  • The alternative is equivalent where possible
  • I can switch routes without starting from scratch unnecessarily
user starting from NHS.uk, the NHS App, 111 online or another channel the navigation experience to feel connected I understand I am still using a trusted NHS service
  • The entry point is clear
  • The branding and language are consistent
  • Onward journeys feel deliberate rather than like a hand-off into an unrelated service
user coming from a search engine or third-party platform to know whether I am using an official NHS service I can trust the guidance
  • NHS ownership is clear
  • Unofficial routes are not confused with NHS advice
  • Links take me to recognised NHS destinations
user moving from the navigator to another NHS service to understand what information I may need to provide again I am not surprised by the next step
  • The transition is explained
  • The next service’s role is clear
  • Any need to repeat information is made explicit
user who receives a recommendation to know what will happen after I follow it I can decide whether it is the right next step
  • The outcome explains the service
  • The expected action is clear
  • Opening or availability constraints are shown
  • I am told whether I should seek help sooner if things change
Patient to understand what support is available I can plan ahead