3.4 Telephone input could be supplemented with an example (Observation)

3.4.1 Telephone input could be supplemented with an example

On the Contact Information page, users are asked to input a phone number with instructions to “include the area code”. However, some users, particularly those unfamiliar with the service, may not understand what format is expected or whether an international code is required. This uncertainty could lead to incorrect entries, incomplete submissions, or delays due to follow-up clarifications.

Providing a clear example would help users understand the expected format and reduce confusion.

FIGURE 3.4: Telephone number on Contact Details page

3.4.2 Recommendation

Add a short example below the phone number input to illustrate the expected format, such as:

<p class="govuk-hint">
  For example: +44 12345 67890
</p>
<input type="tel" id="telephone" name="telephone" aria-describedby="telephone-hint">

As with other supplementary text in the service, ensure this hint is programmatically associated with the input using the aria-describedby attribute. This ensures screen reader users hear the example when the input receives focus, providing clear guidance on the expected format.

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