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Confirm that a form's been submitted (form fillers)

Status

Date created: 2023-11-06


Contents



What

This feature introduces new functionality to the form filler’s journey, allowing them to request an email confirming that they’ve successfully submitted a form.

User stories

As a form creator, I need to know how the content I write will be used, so that I know what information to include to help our form fillers.

As a form filler, I need confirmation my form has been submitted, so that I feel confident that I have completed my task.

As a form filler, I need a record of my submission, so that I have a reminder of when I sent my form, and know how to chase it up if I haven’t heard back.


Why

Currently, once a form is submitted the form filler is shown a confirmation screen telling them that their form has been submitted. This screen also includes information about what will happen next, in terms of timelines and expectation management.

We know that some of our forms also use this content to set out next steps that a form filler needs to complete. However, these steps might not be time sensitive or they might require more information than a form filler has at that moment. Having a record of these steps in an email will help form fillers return to complete these tasks at a later time.

Hypothesis

We believe that by offering form fillers a way to request an email confirming that they've submitted the form - which will include the form name, date and time of submission, as well as information provided by the form creators ('what happens next' information and contact details for support) - we'll be able to:

  • reassure form fillers
  • reduce the number of contacts to call centres or processing staff, allowing them to complete the task for the form filler.



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