BP_4014_en.md

Make sure that user journeys allow users to carry out their intended action

Identifiers

GreenIT	V2	V3	V4

Categories

Life cycle	Tiers	Responsible
1. Specification	User/Device	UX/UI Designer

Indications

Priority	Implementation difficulty	Ecological impact
4	4	4

Saved resources
Processor / RAM / Storage / Network / Queries

Description

Web services allow tasks like carrying out administrative procedures, opening contracts, claims declarations, etc. to be carried out without the need to travel to an office. Many of these procedures can be complex to carry out or may not take specific cases into account. For example, installing a mobile application, and therefore, having a smartphone may be required to validate the connection to an online banking service. Therefore, some users may find themselves unable to use these services. Setting up more "low-tech" alternative (telephone call, SMS, physical access point) can overcome this situation.

Example

Set up a phone number to help users during complex administrative procedures such as taking out an insurance policy in case of difficulties.

Validation rule

The number of ...	is equal to or less than
complex user journeys with no low-tech alternative	0