Skip to main content

Back to UX recommendations home

UX recommendations

Navigate through each of the actors to see a description for each user need related to your portal, in order to help the user successfully achieving their goal

Procedure Portal before authentication

  • Benefits of OOTS
  • Sign in/Authentication
  • Build trust

National Authentication Service in the Evidence Requester MS

  • Country selection
  • Cross-border info
  • Attributes consent

Procedure Portal after authentication

  • Benefits of OOTS
  • Evidence language
  • Allow Re-authentication

Intermediary platform

  • About the IP service
  • Procedure summary
  • Support
  • Error message (IP)

National Authentication Service in the Evidence Provider MS

Preview space

  • Actionable title
  • Redirection
  • Evidence language
  • Errors (PS)

Intermediary platform after preview

Procedure portal after evidence retrieval

Global recommendations

  • Error messages

Procedure Portal before authentication

Explain the benefits of the OOTS

Help users to understand that they can retrieve documents online via OOTS. This can be implemented in multiple user journey steps such as discovery, locate and request evidence.

Display a short explanation about OOTS in a snippet

Suggested copy

Are the documents you need to provide issued by a public authority in another EU Member State? Then we may be able to retrieve them directly from public authorities in other EU Member States. To access this feature, you will need to login with your government issued digital identity. Learn more

Provide a link to OO Hub so users who want to understand how the OOTS works or the legal basis for evidence exchange can learn more.

https://ec.europa.eu/digital-building-blocks/sites/display/OOTS/About+OOTS

Sign in recommendations

Display the European eID login option next to the national eID option

Do

Ensure both options are prominently displayed so users do not overlook them or make an incorrect selection.

Don't

Don't hide the European authentication option behind the national scheme.

Display the country flag for national option next to the authentication system

Do

National authentication option

  • Use the national authentication service(s) logo as a visual element.
  • Add a text saying “Sign in with [Member State] digital identity”.

    • European authentication option

  • Use the EU flag as a visual element.
  • Add a text saying “Sign-in with a digital identity from another European country”.
  • Add a subtext saying that this includes EEA countries and third country nationals in possession of a notified residency card.

Don't

European authentication option

  • Use a non-branded sign-in button.
  • Use the eIDAS logo.
  • Use the European Commission logo to describe the eIDAS option.
  • Create your own logo.
  • Use “eIDAS” or “eID” in the text.
  • Use “EU Login” in the text.

Tell users which authentication options allow them to use OOTS

Users can only retrieve evidence through the OOTS if they authenticate with electronic identification means that have been issued under an electronic identification scheme that has been notified in accordance with Regulation (EU) 910/2014.

If your service allows users to authenticate in other ways, email/password for example, ensure users know that they won’t be able to retrieve evidence online if they choose those options.

Use the YourEurope logo to build trust

Display the YourEurope logo on your website.

YourEurope visual identity Download the YE logo

Make the YourEurope logo a link to the European Commission's Your Europe website.

https://europa.eu/youreurope/index.htm

National Authentication Service in the Evidence Requester Member State

Country selection

When selecting a country for authentication with a European digital ID, it is recommended to present the list of countries in a searchable format. This will allow users to quickly find and select their country from a comprehensive list. Additionally, for countries where the European digital ID system is not yet available, it is important to clearly state that, ensuring users are aware of the current limitations and reducing potential confusion.

Do

Country display

  • Add country flags of each country to make scanning easier and put them in alphabetical order.
  • Provide a dropdown list of countries with a search option.
  • Add a label 'Not available yet' next to countries which do not yet support cross-border authentication.

    • Selecting country

  • Say “Select the country where your digital identity is issued”.
  • Explain why certain countries do not yet offer the cross-border authentication possibility in positive, forward-looking terms.
  • Make all countries selectable.
If the user selects an unavailable country, display the 'Not available yet' label in the input field. Additionally, show an error message explaining that the country is not available, along with instructions on how to proceed.

For more information on errors, check the Error guidelines

Don't

  • Say “Select your country” (a citizen might own a valid eID from another Member State than his/her country of origin or country of residence).
  • Do not lower the contrast on the unavailable countries as it might not be accessible.

Link to more information about cross-border authentication

During the cross-border authentication step, include a link to a page where users can learn more about cross-border authentication based on eIDAS. The link can direct users to the relevant page hosted by their Member State or to the one provided by the European Commission.

Do

  • Add a link so users can learn more about cross-border authentication based on eIDAS.
  • Include the link  provided by your Member State or the official link provided by the European Commission.
    • https://ec.europa.eu/digital-building-blocks/sites/display/DIGITAL/eID+for+You
  • Configure the provided link to always open in a new tab and include an external link icon. an animation to inform the user that the system is still active.

Attributes consent

During the authentication phase, there are two separate consents for sharing attributes:

The first consent occurs when the National Authentication Means (NAM)* requests the user's consent to share the attributes with the National Authentication Service (NAS).

The second consent occurs when the National Authentication Service (NAS) requests permission to share the received attributes from the National Authentication Means (NAM)* with the Procedure Portal.

It is essential to clearly communicate which attributes are being requested, who is requesting and who will receive these attributes, to ensure transparency and build user trust.

*National Authentication Service (NAS) refers to a government-provided service that enables secure, centralised authentication for citizens, residents, or businesses when accessing public and private sector digital services.

*National Authentication Means (NAM) refers to a government-recognised tools, methods, or mechanisms used to verify user's identity during the authentication process.

Usage

Do

  • Make it clear to the user who is asking for consent by showing the name of the NAS (and preferably the logo as well).
  • Make it clear to the user who the attributes will be shared with by displaying the name of the authority, organisation, or portal.
  • Provide a clear, detailed list of the attributes or data fields being requested, including: 'First name', 'Last name', 'Date of birth', and 'Unique identifier'.
  • Label the button “Approve”, "Consent" or “Give consent” to make the action obvious and add a “Decline” option to allow users to refuse the request.

Example:

Don't

  • Use technical terms such as “Level of assurance”, “Attributes”, “eIDAS connector” and “Natural person”.
  • Label the button that gives the user’s consent as "Next" or "Continue" as it can be misleading and the users may not fully understand that they are giving explicit consent to share their personal data.

Procedure Portal after authentication

Explain the benefits of the OOTS

Help users to understand that they can retrieve documents online via OOTS. This can be implemented in multiple user journey steps such as discovery, locate and request evidence.

Display a short explanation about OOTS in a snippet

Suggested copy

Are the documents you need to provide issued by a public authority in another EU Member State? Then we may be able to retrieve them directly from public authorities in other EU Member States. To access this feature, you will need to login with your government issued digital identity. Learn more

Provide a link to OO Hub so users who want to understand how the OOTS works or the legal basis for evidence exchange can learn more.

https://ec.europa.eu/digital-building-blocks/sites/display/OOTS/About+OOTS

Requested evidence language

In case the procedure requires the user to supply the evidence in specific languages, tell users what language the evidence must be in.

Although the OOTS does not translate evidences, it is important that the Procedure Portal clearly states which languages are accepted to avoid users from submitting documents in the wrong language.

Allow Re-authentication

If users initially sign in with their email or any digital identity method that does not support cross-border authentication, offer them the option to re-authenticate using eID login options supported for cross-border authentication once they've chosen to retrieve documents via the OOTS.

Do

Display a modal with the accepted authentication methods that allow users to retrieve evidence via the OOTS.

Don't

Display the "Sign-in with email" option as it doesn't allow users to retrieve documents online.

Intermediary platform

Explain the service the Intermediary platform offers

Users will arrive on your intermediary platform after having been re-directed from the Procedure Portal website. Make sure you tell them what they can do on this new website.

Suggested copy

Retrieve official evidence about you or your company, directly from public authorities across the EU.

Procedure summary

When users move from the Procedure Portal to the intermediary platform display enough information so they users understands they are in the right place.

Display a summary of the evidence request so users have a recognisable elements across multiple website, including: the name of the applicant, the procedure, and the name of the requested evidence.

Provide support

Provide support throughout the entire procedure to ensure users receive guidance and help at every step, addressing any issues they might encounter.​

Do

  • Provide general support or portal specific support to address any issue the user might encounter during the procedure.
  • The support can be in various forms such as Chatbot, FAQs, Contact (email, phone…) etc.
  • The label/content of the CTA can be customised depending on the capabilities of the platform and the type of help available.

Error message (IP)

The Intermediary Platform manages connections between evidence requesters and evidence providers across different countries. At this stage, errors can occur during request verification, provider connection, or evidence retrieval processes. Clear error communication is crucial, as users need to understand whether they should retry their request, verify their information, or proceed with manual upload.

Types of Errors in Intermediary Platform

User-Actionable Errors: Errors caused by incorrect or incomplete user inputs that can be resolved by the user.

Examples:

  • Invalid or incomplete evidence request

    User can verify and resubmit information for the request

  • Incorrect provider selection

    User can verify and select the correct provider or country for the request

System Errors (Alternative Paths Available): Errors caused by system limitations with available workarounds.

Examples:

  • Evidence not available to retrieve via the OOTS in selected country

    User must use manual upload

  • Evidence provider not found

    User can try different provider or manual upload

  • Provider not supporting online retrieval via the OOTS

    User can proceed with manual upload

System Errors (No Immediate Alternative): Errors caused by system failures or service unavailability with no immediate resolution.

Examples:

  • Gateway connection problems

  • General technical issues

  • Provider service unavailability

    User must wait for system recovery

Note

Please note that errors other than those mentioned here can occur depending on each country's flow. For global error handling principles, refer to the Error messages (Global) guidelines.

Usage

Prevent errors proactively:

  • Show country availability, provider availability and document limitations before users begin the request process.
  • Use inline validation to flag issues early (e.g., incomplete fields, invalid formats).
  • Distinguish between temporary system issues and permanent service limitations. For temporary issues - use phrases like 'currently unavailable' and include specific retry timing (e.g., 'Please try again in 15 minutes'). For permanent limitations - be direct about the limitation and focus on alternatives.
  • Use clear, jargon-free language and consistent terminology to explain technical problems.
  • Guide users to available alternatives before they encounter dead ends.

Don't

  • Leave users uncertain about the current status of their request or search.
  • Send users back and forth between platforms unnecessarily.
  • Suggest they try again when you know it won't work (like with unsupported documents or providers).
  • Show error messages without telling users what they can do next.
  • Make all next options look equally good when some are better than others.
  • Mix up messages about what's temporary ("try again in one hour") versus permanent ("not available in your country").
  • Tell users to verify something without showing them where to do it.
  • Use vague timing like "try again later" instead of specific timeframes.

Handle errors with clear paths forward:

  • Tell users whether they should retry searching, or rather use an alternative method like manual upload.
  • Save entered information to prevent frustrating re-entry.
  • Guide users through the recommended path by:
    • Highlighting primary actions visually.
    • Providing clear, descriptive links and buttons.
    • Making manual upload prominent when it's the best option.

Errors examples and snippet copy

User-Actionable Errors

  • Document details verification error:

    "We couldn’t verify the details in your [document name]. Please review and update your information in [procedure portal link] or upload the document manually..."

System Errors (Alternative Paths Available):

  • Evidence type not available to retrieve online via the OOTS:

    "Digital retrieval of [document name or type] is not supported in [country name]. You can continue by uploading your document manually through the procedure portal."

System Errors (No Immediate Alternative):

  • Technical failure:

    "We couldn't send your evidence request due to a technical issue on our end. Please try again [resolution time] or upload the evidence manually."

National Authentication Service in the Evidence Provider Member State

There are no recommendations available yet.

Preview space

Actionable title

Using the OOTS is a cross-border experience where multiple website are involved. If you rely on other websites to be consistent with the steps you show the user, you risk confusing the user if they are not applied in the same way.

On each step of the evidence retrieval process, use a short, actionable title so users are clear what they need to do. This will lead to a quicker decision-making.

Do

  • Communicate about the state of the procedure
  • Clearly label what is expected of the user
  • Use CTA that matches the title

Don't

Clutter the screen with any unnecessary information to reduce users' cognitive load and allow them to concentrate on the step they are taking.

Display steps, as they might not match the steps from the procedure and confuse users.

Show redirections

When transitioning between platforms, users may feel disoriented. To prevent this, clearly notify users in advance when a redirection will occur, so they know what to expect.

Option A Recommended

If it is technically feasible to send evidence directly from the Preview Space to the Procedure Portal without having to go through the Intermediary Platform:

Do

  • Display a modal warning to notify the user that they will be transferred back to the Procedure Portal.
  • Display the name of the Procedure Portal.
  • Display an animation to inform the user that the system is still active.
  • Provide at leat 3 seconds for the user to have time to read the message.

Option B

If you have to pass by the Intermediary Platform, due to technical reasons, redirect the user from the Preview Space to the Intermediary platform and display only a message informing the user that the document is being sent.

Do

  • Display a modal warning to notify the user that they will be transferred back to the Procedure Portal.
  • Display the name of the Procedure Portal.
  • Display an animation to inform the user that the system is still active.
  • Provide at leat 3 seconds for the user to have time to read the message.

Don't

  • Clutter the screen with any unnecessary information to reduce users' cognitive load.
  • Display a list of retrieved documents with supporting actions like checkboxes or CTA buttons, as it might confuse users into thinking the document has already been retrieved and submitted. This may lead them canceling the process or being unsure of how to proceed.

Available evidence languages Under investigation

SITUATION A

You can detect the accepted language

In the event that the evidence is not available in the language requested by the evidence requester, and you can detect the mismatch, then:

Warn the user before displaying the evidence on the preview space

  • Display a modal warning them that they won't be able to retrieve their documents in the requested language online
  • Display the accepted languages for the relevant procedure
  • Provide instructions on how the user should continue

On the page of the preview

  • Display a warning banner with the accepted languages
  • Display documents in every available language
  • Clearly display the language of each document
  • Provide instruction on how the user can proceed

In the event that the evidence is available in the language requested by the evidence requester, and you can detect it, then:

On the page of the preview

  • Display a warning banner with the accepted languages
  • Only display documents in the languages that are accepted
  • Clearly display the language of each document
SITUATION B

You cannot detect the requested language

In the event that you cannot detect the accepted language from the Procedure Portal, then:

On the page of the preview

  • Display a warning banner reminding the user to check the accepted languages for the relevant procedure
  • Display documents in every available language
  • Clearly display the language of each document
  • Provide instruction on how the use can proceed

Errors (PS)

The Preview Space is where users review their requested evidence before proceeding. When users preview their documents before submission, things can go wrong - like sessions timing out or connection issues with evidence providers. Since users are so close to completing their procedure at this point, they need to know exactly what to do next: try again, go back, or switch to manual upload.

Identified Types of errors

User-Actionable Errors: Errors caused by the authentication expiring

Examples:

  • Session expiration during preview

    User can refresh and restart preview session

System Errors (Alternative Paths Available): Errors caused during the authentication process

Examples:

  • Authentication issues

    User can re-authenticate and try again

System Errors (No Immediate Alternative): Errors caused by system failures or service unavailability with no immediate resolution.

Examples:

  • Preview generation failed

  • Connection lost with evidence provider

  • Data transfer interrupted

    User must wait for system recovery

Note

Please note that errors other than those mentioned here can occur depending on each country's flow. For global error handling principles, refer to the Error messages (Global OOTS-Wide) guidelines.

Usage

Do

  • Show different solutions for different problems:
    • For fixable issues: guide users to specific correction steps by providing clear links and CTAs (e.g. "Renew session" or "Try Again").
    • For temporary issues: give clear timings ("Try again in 15 minutes") or suggest manual upload.
  • Keep users on track by:
    • Reminding them where they are in the preview stage in relation to their original evidence request.
    • Connecting errors to their original document request.
    • Showing what steps they can take next.
  • Help users avoid preview problems:
    • Warn about sessions ending before they expire.
    • Tell users if they can refresh or need to authenticate again.
    • Keep any successfully previewed documents visible should their session expire.

Don't

  • Leave users confused about what's happening with their documents when preview fails.
  • Send users back to the start unnecessarily for recoverable errors, or without context.
  • Wait until the last second to warn about session timeouts.
  • Hide previewed documents behind error messages that could go elsewhere

Error scenarios with recommended copy

User-Actionable Errors

  • Session expiration during preview:

    "Your preview session has expired. You can refresh the page to start previewing again, or return to the procedure portal to continue with manual upload."

System Errors (Alternative Paths Available):

  • Evidence provider unavailable:

    "The evidence provider's service isn't responding right now. You can upload your evidence manually now, or try the preview again when services are operational."

  • Evidence exists but can't be retrieved digitally:

    "This evidence exists but can't be retrieved electronically at the moment. You can proceed with manual upload or try again when services are operational..."

System Errors (No Immediate Alternative)

  • i.e Gateway connection problems:

    "We couldn't send your evidence request due to a technical issue on our end. Please try again tomorrow or upload the evidence manually."

Intermediary platform after preview

There are no recommendations available yet.

Procedure portal after evidence retrieval

There are no recommendations available yet.

Global recommendations

Error messages

OOTS (Once-Only Technical System) connects different government platforms across the EU, allowing users to request and share official documents across countries. This complex system can encounter various issues, from technical problems connecting different national systems to variations in document availability between countries and differences in how countries handle certain documents.

When users encounter these issues, clear communication is crucial because they are often dealing with important official procedures, and the cross-border nature can make problems more confusing. Users need to understand whether they should wait, try again, or use alternative methods.

These guidelines ensure users understand what went wrong, know if they can fix it themselves, can find alternative ways to proceed, and maintain confidence in the system despite encountering errors.

Types of Global Errors

Understanding different error types helps determine appropriate messaging and user guidance. Here are some examples:

User-Fixable Issues: Errors that users can resolve by taking specific actions

  • Input errors

    Missing or incorrect information

    Document upload issues

  • Selection errors

    Wrong country or provider chosen

  • Authentication issues

    Expired sessions

    Invalid credentials

    Missing permissions

System Errors with Alternatives: Technical limitations where alternative paths are available

  • Service limitations

    Digital retrieval not supported

    Provider capabilities restricted

    Regional availability constraints

  • Document availability issues

    Documents not available digitally

    Temporary provider outages

    Format compatibility problems

System Errors without Alternatives: Technical problems requiring system recovery, where the user can't do anything but manually complete their procedure

  • Technical failures

    Gateway errors

    Service interruptions

    Data processing issues

  • Connection problems

    Network timeouts

    Provider connectivity failures

    System maintenance periods

Note

While some errors may appear in multiple categories depending on the specific platform or country, this classification helps determine appropriate user guidance and resolution paths.

General principles

These principles ensure error messages are helpful, clear, and guide users toward solutions.

Write Clear Messages: Error messages should be immediately understandable and actionable for all users.

  • Make errors visually distinct from other UI elements

  • Use consistent styling, and reserve these patterns for only errors to maintain their significance

  • Position messages prominently in the user interface

  • Follow accessibility standards

    Ensure sufficient color contrast

    Include screen reader support

    Provide text alternatives for error icons

Guide Users Forward: Every error should have a clear path to resolution or next steps.

  • Show clear next steps

  • Provide alternatives when available (e.g., retrying, manual upload)

  • Preserve user progress whenever possible

  • Set clear expectations for resolution

    Be specific about waiting times when known

    Explain what happens next in the process

Avoid These Common Mistakes: These practices can confuse users and reduce trust in the system.

  • Using vague messages like "An error occurred" or "Something went wrong"

  • Hiding or minimizing critical errors that need user attention

  • Blaming users for system errors

  • Making promises about resolution times you can't guarantee

  • Using inconsistent styling for different types of errors

  • Placing error messages where they might be missed

Note

While some errors may appear in multiple categories depending on the specific platform or country, this classification helps determine appropriate user guidance and resolution paths.

Snippet copied to clipboard

  • No labels