Following the same work
The learner’s move from a message to a call can be viewed as a journey, a process handover or a set of system interactions. The channel perspective joins those views around continuity of service.
| Approach | Contribution | Connection to examine |
|---|---|---|
| A Simple Architectural Framework (ASAF): Channel | Covers channel strategy, changes to channels, the current network and policies. | Include intermediaries and support routes as well as digital interfaces. |
| GOV.UK Service Standard | Asks for a joined-up experience across the channels users need. | Check online and assisted routes together, including how changes affect staff and users. Service Standard, updated 2025. |
| Journey or service blueprint | Relates customer-facing steps to supporting work. | Show who accepts the handover and which information continues with it. |
| Interaction contract | Defines request, acknowledgement, accepted result and recovery. | Preserve those meanings in the interface shown to the user. See systems and integration. |
Journey, blueprint and contract are general techniques here. The Service Standard row draws on selected public guidance. These questions can be combined with the reader’s existing method.
Trade-offs
One channel can simplify support but leave some needs unmet. More channels can broaden access while increasing coordination and maintenance. A common record and agreed meaning help, but the handovers still need testing in use.
Methodology configuration
Relate the channel decisions to the journeys, process models and interface records your team uses. Use Methodology configuration to map terms, records and reviews to your own approach.
Use the channel example, then adapt the channel record to distinguish a saved proposal from an accepted service action.