For example there's a community doctor's surgery in a town, it's free for people who live in town 1 and town 2.

As someone living in town 3 who has searched and found this community doctor's surgery but it won't be free or available to me, what's the best approach to explaining this?

Updated with example Below is a very simplified example of what happens in the current process, I've shown the offline and online version as I think it's important to recognise it's directing people to a physical location.

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  • Can you provide more context, such as visual mocks that explain your specific use case, constraints, and details?
    – Mike M
    May 3, 2019 at 13:32
  • @MikeM added some more detail on the current flow. As you can see on the 'results page' there's a content warning that services might not be available. We could add additional postcode (zip code) validation some point after the initial search.
    – Eliot Hill
    May 4, 2019 at 15:26

1 Answer 1


The solution here is to ask for the zip code, or, if the user offers permission, add a "localize me" button as an alternative to asking for the zip code. If the service is unavailable let them know as early as possible, before commencing the flow.

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