Service checklist

Suggestions for Service pages.

Findability

  • Use keywords in the page Title, Short Description, and Overview. Think of the search terms your users would use.

  • Search for your page’s Title on Mass.gov to make sure your title is distinguishable from other content.

  • Link How-tos in Tasks and Service Details/Guides/Lists in What you need to know.

  • Link this page to at least 1 Topic Page. If it’s not, open a service request in ServiceNow and ask to have it linked.

  • Make sure related pages link to this page, and that those links are written in language visitors would use.

  • Does this page have more than 12 links in the Tasks and What you need to know sections? Consider if it should be 2 service pages.

Outcomes

  • Use the Short Description and Overview to say what users can do on the page. This might be a summary of what the links lead to.

  • Add your most popular/important pages to Featured tasks.

  • If you have locations the public can visit, create Location pages and link to them under the Map tab.

  • Is this page addressing multiple audiences? It might be better off as 2 Service pages (e.g. one for businesses and one for individuals).

Content Quality

  • Write the Title in title case (capitalizing nouns, verbs, adjectives, and adverbs).

  • Do the Title and Short Description work together? Write them so that the title states plainly what the page is about and the short description says what you can do.

  • Spell out acronyms the first time you use them.

  • Check your content’s grade level using Siteimprove. Work toward Grade 8 or below. If you don’t have access to Siteimprove, open a service request in ServiceNow to ask for an account..

  • If grade level is above 8, user simpler sentences, smaller words, fewer adjectives and adverbs, and eliminate technical terms.

  • Make sure link text is accessible: Read aloud to see if users can tell from the text alone where the link takes them.

  • Look at your content on a mobile phone. Check that it displays correctly and that all the links work.

User Satisfaction

  • Fill out the Offered by field with your organization and the Contact Information field with Contact Information.

  • Fill out the Related Services section based on trends in user feedback.

  • Add or clarify content based on trends in user feedback.

  • If this is a complicated service, make a first-time guide and/or an eligibility information Service Detail page.

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