A Garden venture
Care around an important family decision.
Joining service strategy, clear explanations and a route to personal help.
Our contribution
Service strategy / Product and journey design / Guidance / Specialist collaboration
What our work has included
- 01
A service model connecting digital guidance and personal help.
- 02
The order of questions and explanations shaped around family decisions.
- 03
Practitioner review brought into wording, guidance and product development.
The thinking behind the work
Family. Faith. Care.
A will asks people to think about their family, their responsibilities and a time they would often rather put off. Islamic Wills is another of our own ventures, built with that sensitivity in mind.
Working with Tabs, we have considered how the service should feel as well as how it should work. The contribution includes the service model, the product journey, the questions people encounter and the explanations that support their decisions.
A considered choice
The next step should feel understandable, with personal help within reach.
Clear explanations
Help a person understand the question before asking them to make a decision.
Personal help
Consider the route to a practitioner as part of the service, alongside the digital journey.
Make the next step understandable.
A person should be able to understand what they are being asked and why it matters. We have worked through the order of questions, the language around them and the points where someone may need more explanation.
The public website introduces the service in a straightforward sequence. Behind that introduction is more detailed work on the journey and supporting guidance. It takes repeated review to make those parts work together without overwhelming the person using them.
Keep specialist judgement close.
Personal help is an important part of the service design. Some circumstances need a closer conversation, so the route to specialist support has to be considered alongside the digital experience.
Our collaboration with Tabs has brought practitioner review into the wording, guidance and product work. The aim is to make the experience clearer while respecting the decisions that require professional judgement.
We continue to refine the experience with practitioner review, taking the wording, guidance and delivery through their own checks. The work gives us a practical view of how much care sits behind a clear, approachable service.
A Garden venture. Service and product development, with practitioner review continuing. Reviewed 25 September 2026.
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