Modernising lasting powers of attorney

Testing content with Welsh language users

The team ran 10 usability testing sessions with Welsh language users in October and November 2023. 


We tested Welsh content to make sure that it provided a consistent experience across the service for Welsh language users. We did not want to assume that a direct translation of English content would meet their needs. 


Some sessions were carried out in Welsh, others bilingually, and some in English. 


This is a summary of our high-level findings. 


You can read more about our approach on the Justice Digital blog. 

Terminology related to LPAs

Users’ familiarity with words and terms related to lasting powers of attorney (LPAs) is shaped by their past experiences. We found in previous research that this is the same for English language users. 


Unfamiliar words and terms included:



"The language itself is clear, just the topic is unfamiliar." - participant 2


"The language is not too taxing - sometimes if it’s unfamiliar in English, it’s certainly unfamiliar in Welsh. " - participant 3


“Why am I a donor? Isn’t this if I give money or organs?” - participant 3


"Galluedd meddyliol (mental capacity) - I work in social services, but it’s not something people would understand, in my opinion." - participant 5


"The only challenge I have is the word attorneys. It’s an unusual word." - participant 5


"I can scan better in English because the word ‘attorney’ is more familiar. The Welsh is slowing me down, it’s grinding." - participant 6


"‘Deed’ in Welsh ['gweithred'] is also another word for ‘action’, in more of a day-to-day term. So I might not connect ‘gweithred’ with ‘deed’." - participant 8


Using the English acronym ‘LPA’ in Welsh content

We use the English acronym ‘LPA’ (lasting power of attorney) in the Welsh content. 


This is because it’s a more familiar term than the Welsh (atwrneiaeth arhosol), and is highly searched for. It’s also consistent with the current ‘Make an LPA’ service.


Views were mixed on the use of the English acronym. Most participants commented on the acronym as soon as they saw it. 


Some participants felt that using the English acronym was beneficial because it was shorter, but that it should be spelled out fully in Welsh when mentioned for the first time on every page.


“Seems odd to be using the English acronym.” - participant 1


"I think the first thing that strikes me is that it uses the acronym LPA. Don’t know if it’s worth putting ‘atwrneiath arhosol’ in the heading. Thinks it’s fine to keep the acronym in the rest. But it’s a bit confusing to just use LPA in the heading straight away." - participant 4


"LPA can be useful, but obviously isn’t an acronym [for the Welsh ‘atwrneiaeth arhosol], so this could be a bit confusing." - participant 5


For one participant, the English acronym was a challenge and they felt that it was forcing them to switch between languages as they read the content.


"I understand what an LPA is but don’t understand why I’m using it in Welsh." - participant 6


"Now that I know LPA is something in English, my head is now reading in English… In my head, I’m going Welsh, Welsh, English." - participant 6

Tone

A common complaint about Welsh content is that it’s too ‘formal’ and not written in everyday language.


Participants were happy overall with the tone throughout the service. Some said it was similar to other government services, and what they expected. 


There were instances where participants felt the tone became more formal, which correlated to the information becoming more complex. For example, deciding how attorneys must make decisions.


“As the information goes more complex, the page gets longer. But you need the information and there’s no way to break it down. It’s formal, it’s correct, and it explains what it needs to.” - participant 4


Language preferences

The language preferences page does 2 things: 



They can update their preferences at any time.

Feedback on the language preferences page was overwhelmingly positive. 


Even though some participants knew how to use the toggle feature, they felt that the instructions were useful for people visiting a government site for the first time who may not know where to find the toggle. 


“It’s helpful to have that [toggle description] for someone who, unlike me, wouldn’t be aware - we can’t assume people know where these things are.” - participant 7


“[The toggle description is useful for] Anyone less familiar with interacting with websites. People coming to do a process like this, engaging government websites might not be something they do very often.” - participant 8


One participant felt it went beyond giving people the choice, but also gave them the confidence. 


When choosing their language preference, one participant said they would have liked the option to select communications in both languages. 


Setting language preferences for other people

All participants said they would be comfortable setting the language preferences for their attorneys and certificate providers, providing they had the option to change it later. 


This was because these would likely be people they trust and know well.


“I need to know someone well enough to be an attorney so filling this out, I could make a pretty good guess as to which language they prefer. I hope that I would know someone’s preference.” - participant 7

Using the toggle feature

Most participants valued the toggle feature, which allows people to switch between Welsh and English on every page in the service. 


Participants found it useful to switch between Welsh and English to check: 



“As someone fresh to it, I’d need time to think. It feels like a big decision. I think I’d switch to the English too because it’s not something I’m familiar with or have done before.” - participant 2


“Just checking the first option was exactly the same in English - just wondered if there was a little bit extra in the English.” - participant 3


“I like the toggle by the way - it’s good practice.” - participant 5


“People might always want to switch back and forth - whatever your level of Welsh. You might see ‘attorney’ and want to check.” - participant 8


However, two participants mentioned previous negative experiences with toggle features. They suggested that this may discourage or prevent users from trying the feature again, unless they could be certain that it works.


“I wouldn’t use it usually because I’m scared of it going back and landing on the homepage.” - participant 6


"Far too often, you start a document in Welsh and it continues in the other language." - participant 9


One participant asked what would happen if they toggled between languages after typing information into a field. 


"I would want to know can I confidently do that without losing any progress. If I’ve filled in any fields or tick boxes, am I going to lose it?" - participant 8


Expectations of the service

We asked some participants about their expectations of using the service in Welsh.


Throughout the service, there are some links to further guidance. Participants said they expected this to be in Welsh if they were using the service in Welsh. 


“I’d expect [guidance] in Welsh if the link is on the Welsh page and the link text is in Welsh.” - participant 4


Of the participants we asked, they also expected their LPA document to be in Welsh if they were using the service in Welsh. 


“I’d expect it in Welsh, but with the option you could download other versions - access it in more than one language.” - participant 2


“I’d hope to get [the LPA] in Welsh if I’ve gone through the whole journey in Welsh. It feels wrong if you’ve gone through the whole journey in Welsh and you get document back in English.” - participant 4