P05. Forms (Complaint form)

14 Jan 2022

Feature finalised

@Steven Mao (Unlicensed) @Japneet Kaur (Deactivated)

Screen 1 - User lands on the complaint form

Key user goals:

• Be directed to the relevant form based on the nature of my complaint

Design behaviour:

• On this screen, users needs to select one option from a dropdown to proceed to Screen 1.1.

• Dropdown options to be:

  • My application for a grant of legal aid was refused

  • Someone else getting a grant of legal aid

  • I have a problem with a lawyer

  • I have a problem with an independent children's lawyer (ICL)

  • I have a different complaint about Legal Aid NSW

• If a user selects 'I have a different complaint about Legal Aid NSW, screen 1.1. should appear.

Screen 1.1. - User completes complaint form

'I have a different complaint about Legal Aid NSW'

Key user goals:

• Complete the form based on the nature of my complaint

• Submit the form once form is completed

Design behaviour:

• This form is dependent on the user selecting the prompt ‘I have a different complaint about Legal Aid NSW’ in screen 1.

• On this screen, users need to complete three sections:

  • 1. What is your complaint about?

    • All fields are displayed by default

    • If the user selects a different dropdown option under the question ‘My complaint is about’, any user inputted data populated on this form will be cleared and a different form will be shown depending on the option chosen.

  • 2. Your details

    • If a user selects ‘Yes’ to ‘Are you complaining on behalf of someone else?', another two mandatory questions will appear

    • See desktop/mobile designs on the right for fields shown by default

  • 3. Next steps

    • If a user selects ‘Yes’ to ‘Do we need to make changes to how we communicate with you', another mandatory text field will appear

    • See desktop/mobile designs on the right for fields shown by default

• Once details are populated correctly users can select ‘Submit complaint’. They will be taken to screen 1.2.

• If there is a validation error, there is text underneath the field that explains the validation error.

Screen 1.2. - User receives an acknowledgement that complaint form was submitted

Key user goals:

• Understand how long it takes for Legal Aid NSW to respond to the complaint

Design behaviour:

• Users are greeted with an acknowledgement and thank you for submitting their complaint

• User is able to select ‘Back to home page’ linking them to the website home page.

01

What is your complaint about?

My complaint is about

Dropdown

On selection,

• User is able to see 6 options (see designs above)

Yes

N/A

N/A

Users can only select one option

02

Please give us a brief summary of your concerns.

Multi-line text

On selection,

• User is able to enter characters into the field

Yes

N/A

N/A

When tapping this field on mobile, the mobile device text keyboard should appear

03

What Legal Aid NSW office did you deal with?

Input field

On selection,

• User is able to enter characters into the field

No

Text

N/A

When tapping this field on mobile, the mobile device text keyboard should appear

04

Your details

Email

Input field  

On selection,

• User is able to enter characters into the field

Yes

Must be valid email format <text@text>

If field left blank:

• "Please enter your email"

If validation rules are not met:

• "Please enter a valid email"

When tapping this field on mobile, the mobile device text keyboard should appear

05

Mobile

Input field 

On selection,

• User is able to enter numbers into the field

Yes

Numbers only as per country number format.

Maximum 10 digits.

if left blank:

• "Please enter a <mobile number>

• If validation rules are not met:

  • "Please enter a valid <mobile number>"

When tapping this field on mobile, the mobile device number keyboard should appear

06

First name

Input field 

On selection,

• User is able to enter characters into the field

No

Text only

N/A

When tapping this field on mobile, the mobile device text keyboard should appear

07

Last name 

Input field 

On selection,

• User is able to enter text into the field

No 

Text only

N/A

When tapping this field on mobile, the mobile device text keyboard should appear

08

Postcode

Input field 

On selection,

• User is able to enter numbers into the field

No

Numbers only

Maximum 4 digits.

N/A

When tapping this field on mobile, the mobile device number keyboard should appear

09

Are you complaining on behalf of another person?

Radio button

User selects Yes or No

No

N/A

N/A

Users can only select one option

10

If yes, what is their name?

Input field

On selection,

• User is able to enter text into the field

No

Text only

N/A

• This field is mandatory if the user selects ‘Yes’ in element 09

• If left blank:

  • "Please enter a name”

  • On selecting this field on mobile, a text keyboard should pop up

11

Have they provided Legal Aid NSW with a written authority so that we can discuss their complaint with you?

Radio Button

User selects Yes or No

Users can only select one option

12

Next steps

Do you want a response from us?

Radio Button

User selects Yes or No

No

N/A

N/A

Users can only select one option

13

How can we make things right?

Multi-line text

On selection,

• User is able to enter characters into the field

No

N/A

N/A

When tapping this field on mobile, the mobile device text keyboard should appear

14

Do we need to make changes to how we communicate with you?

Radio button

User selects Yes or No

No

N/A

N/A

Users can only select one option

15

If yes, please provide details.

Multi-line text

On selection,

• User is able to enter characters into the field

No

N/A

N/A

When tapping this field on mobile, the mobile device text keyboard should appear

16

Submit 

Button 

Selecting this button will lead to screen 1.2 (if no validation errors occur).

Please refer to BR-4, BR-5, BR-6 on T05. Online form template for details

No

Validation of the form occurs on clicking the submit button

A validation error message will appear under any field has not had their validation rules met.

Validation of the form occurs on clicking the submit button