Content design for transactions

Map the transaction

Show users what will happen before they start. 

Make it clear what the transaction is, who it’s for, what users need and any costs or payment methods.

List the key steps, what users need to prepare before they begin, and what happens after they submit. Include any offline steps, such as visiting a service centre. 

A simple overview helps users start with confidence. Be clear about timeframes and outcomes.

Keep this content short and easy to scan.

Transaction overview examples:

• Renew or upgrade a NSW driver licence
• Book a driver or rider licence test
• Renew or restore an individual property licence

Explain the transaction (landing page)

The landing page helps users understand the transaction and how to start.

Set clear expectations and use plain language throughout. Put the most important information first. Avoid jargon and internal wording.

The landing page acts as the front door. Users should quickly understand what they need to do next.

Guide users through steps

Structure the transaction so users always know the next step.

Use short headings where possible. Clearly signal actions. Start with verbs where possible. 

Examples: 

'Enter your details'

'Enter your licence and renewal number' 

Avoid vague or passive language.

Examples:

'Your licence and renewal number'

'Enter the numbers found in your renewal email'

Clear structure helps users scan, stay on track and avoid mistakes.

For multi-step transactions, show users where they are in the process and how many steps remain.

Write supporting content

Provide just enough information to help users complete each step. Tell users exactly what they need to do. Avoid vague phrases.

Use:

'Use the format DD/MM/YYYY.'

Avoid

'Enter a valid date of birth.'

Supporting copy sits beneath headings. Use it to explain why information is needed, prevent common mistakes or meet legal requirements. Keep it concise and directly tied to the task. 

Example:

'NSW Fair Trading will use these details to contact you.'

Use help text or a tooltip for complex terms, legal language, or ambiguous instructions. Always try to simplify first. Confirm requirements with stakeholders if changes are restricted.

State why you're asking for information and who will use it. Clear supporting content builds trust and reduces errors.

Handle errors clearly

When a user makes an error, explain the problem in simple terms and how to fix it.

Example:

Tell users exactly what they need to do.

Use: 'Enter your date of birth using the format DD/MM/YYYY, for example 01/06/1990.'

For multi-field forms, include an error summary at the top of the page. This helps all users and is especially important for people using screen readers or keyboard navigation.

Don't use generic messages.

Avoid:

'Invalid input'  

'Date of birth is invalid'.

Use NSW Design System form components and input guidance to support consistent form design.

Confirm and wrap up

Clearly explain what the user has done and what happens next. 

Confirm the task is complete. Summarise what was submitted, requested or paid. Explain any next steps, timeframes or contact methods. 

Include:

• timeframes
• reference numbers
• receipts or contact details. 

Place key information at the top of the page. Use clear, factual language. 

Use: 

'Your application has been submitted.' 

Avoid: 

'Your application has been successfully submitted.'

Work with service, policy and operational teams to ensure confirmation messages reflect real processes and timeframes. 

Well-designed confirmation content reassures users. It can reduce follow-up enquiries.