Assisted workflow

The assisted workflow feature helps users identify the correct pathway through our content. We can use it at the beginning of a user journey or task.

How it works

Assisted workflow is a web form embedded on the page. It uses conditional logic to present users with their next step in the user journey.

When a user interacts with the assisted workflow, they are shown a set of questions. When they select answers to these questions, advisory content appears.

This helps users get to the right content based on their needs.

The form also includes a progress indicator to show the user where they are in the process.

When to use this feature

The assisted workflow feature can only be used at the beginning of the user journey.

It is designed to help users choose the right pathway on our website. It works when there is a set of parallel options for the user to choose from. For example, phone numbers to call or guides to read to import product A, B or C.

How you use the feature will depend on the complexity of pathways the user can take.

Simple pathways

For use cases where there is:

• a simple, consistent set of questions that all users will answer
• a single point at the end of the workflow where advisory content tells the user what to read next.

Advisory content is generated once at the end of the form. This is based on the combination of answers the user provides.

This approach works when all pathways can be defined using the same simple set of criteria.

Complex pathways

For use cases where there is:

• a sequence of questions the user is stepped through one at a time
• multiple points where the user might follow a link and leave the assisted workflow

Each answer either leads to advisory content OR a follow up question. In complex pathways, the question type needs to be simple – plan these as Yes/No questions.

This approach works when each question defines a unique content link.

Users don’t have to answer all questions to reach advisory content. They go as far as they need to reach a ‘yes’ answer to a question.

Principles for form content

To create content for the assisted workflow feature, consider:

• the different content pathways available to the user
• key criteria that defines each content pathway
• how we can structure those criteria as a set of questions.

You will need to be able to do this to use the feature.

Structure

An assisted workflow feature can be structured in two ways:

• Simple – all questions (up to 3) are visible at the start. The user selects an answer for all questions and is then presented with simple advisory content.
• Complex – 1 question is visible at the start. With each answer, the user is stepped through the workflow either to the next question or to simple advisory content.

Advisory content

The content that appears based on form selections should be high level.

Start with wording that confirms their form selection. Then focus on the next step the user should take, with links to standard page content.

Don’t include detailed task instructions. This means there is less risk of content in the form becoming quickly out of date.

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