Most users just want practical information. Case studies can be counter-productive as they’re just something else for the user to read, and can complicate search results. It’s often best to concentrate on getting the wording of the guidance right instead.

Case studies should only be used for real examples that help users understand either:

  • a process that’s covered on GOV.WALES (eg shows someone’s experience of taking part in a particular government programme)
  • an important aspect of government policy that’s covered on GOV.WALES (eg shows someone’s personal experience of a policy problem the government is trying to solve)

Don’t create a case study if:

  • it’s just about promoting your organisation; this just creates ‘noise’ and makes it harder for users to find the practical information they need
  • it doesn’t relate directly to guidance or policy content on GOV.WALES, or add something really important to it
  • it’s not going to be permanently useful (situations with only a temporary interest are better dealt with in a news story or press release)
  • it’s similar to an existing case study; this just creates ‘noise’ and confuses users