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A report of user research and tests by the design lead · Source language: English

In a government AI chat, setting expectations and ways of checking before use

Based on user research in the app, the designers of GOV.UK Chat refined an onboarding screen that explains the uses, how to check answers and how conversation data is handled.

Who:
The GOV.UK Chat design team and participants in the app user research
Scope:
Several rounds of user research and small app tests / number of participants not stated / A UK government service. It does not indicate where participants are located
Source published:
2026-08-19
Period observed:
Date of implementation not stated (published August 2026)
Editorial check:
2026-10-23

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What was confirmed

  • Through several rounds of user research and small tests, they organized the onboarding explanation into three points: uses, the possibility of errors with checking primary sources, and use of data.
  • Support for people with little experience when they enter their first question is listed as a target for future improvement.

Who, and in what situation

Adjusted a generative AI chat that answers from government information so it can be used on a smartphone.

What they needed

Understanding what it can do, and using it while checking the basis of its answers.

What they tried

Answers carry links to primary sources, and text enlargement and screen reader operation are supported.

What this source lets you read

When handing over AI, it is worth considering the first question and the flow for checking the answer.

What to check next

For a first-time user, what can they ask, and where do they learn they can check an answer?

Limits of this source

  • A design report from the provider; the number of participants, period, accuracy and time savings are not shown.
  • It was available to app users at publication, but this report does not measure long-term use or results in administrative procedures.

Read the primary source

Links use the original title or a HAKOMIRO source description. Japanese originals retain their published wording.

  1. Designing GOV.UK Chat for the GOV.UK app (opens in new tab) ↗

    Christine Wuerth and Monica Crusellas / Government Digital Service /

    Several rounds of research and small tests. Details of participant numbers and comparison conditions are not stated.

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