User experience
Forms That Leave Users Hanging
A missing confirmation screen leaves users uncertain, anxious, and wondering if they need to start again.
The issue
Public sector and not-for-profit forms often fail to provide clear confirmation after submission. Whether it’s a grant application, a maintenance request, or a service enquiry, users are left staring at a page that refreshes with no reassurance.
No success message or visual feedback
No confirmation email or reference number
No guidance on what to expect next
Frustration leads to repeated submissions or support calls
When time matters, silence is not an acceptable user experience.
The solution
We designed a clear, structured confirmation screen that acknowledges the submission, reduces anxiety, and guides users on next steps.
Content hierarchy established with bold headings, supportive subtext, and visual spacing
Personalised message using the user’s name: “Thanks, Alex. Your request has been received.”
Reference number displayed for tracking: #REQ-87432
Timeframe included: “You’ll hear from us within two business days.”
Confirmation email sent with a summary of the submission
Visual feedback with an icon and message that the user has a copy “just in case”
Support number provided: “Call our team on 1800 123 456 if you have any questions.”
Friendly, human closing: “We’ve got it from here.”
Reassuring visual: An image that reflects care and trust, enhancing emotional connection
This seemingly small UX fix builds trust, prevents uncertainty, and strengthens user confidence, especially in services where peace of mind is essential.
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