Layer 4
Used as a final resort for essential support, activating only in exceptional circumstances where help is otherwise unavoidable.
A rare requirement
Layer 4 sits right on the edge of our navigation, acting as the final safety net for customers. We only use this layer only in exceptional circumstances, specifically when a critical question or problem can't be solved directly within Layers 1, 2, or 3.
It's almost always dedicated to essential help and support content needed to inform or finish a task. Think of Layer 4 as a last resort: designers must always double check that the help can't be delivered faster and easier using a tooltip on Layer 2 or a bottom sheet on Layer 3 instead.
A helping hand
As Layer 4 is used infrequently and only in highly specific, help-related scenarios, its constituent 'building blocks' are strictly controlled. This layer typically utilises in-page copy and non-tappable components, with content tailored to information delivery and support, rather than interaction. Key elements include:
- content containers
- clear navigational pathways back to the Layer 3 origin point
- support modules.
The design of Layer 4 must prioritise readability and clarity over functionality, ensuring that the user can quickly find the necessary information to resolve their issue and return to the main task flow without getting lost in an unbounded help ecosystem.
- Back to return to layer 3
- Image with no interactive elements
- Header (Layer 4)
- CTA (if neccessary) Only ‘save’, ‘done,’ or a clear, finalised call to action to ensure journey capped at layer 4
- In page content – no tappable items or further links or that initiate further journeys or steps
- No global navigation on Layer 4 pages
Rules
- Reserve this layer only for essential, task-critical help content that blocks user progression.
- Design a clear, immediate pathway back to the Layer 3 point of origin.
- Treat every proposed Layer 4 instance as an exception that requires justification.
- Ensure the content directly supports the completion of the current task the user is blocked on.
- Use Layer 4 for general FAQs, marketing material, or non-critical secondary information.
- Introduce subsequent links or complex navigation that extend the user journey further.
- Use Layer 4 if the information could be presented efficiently in a bottom sheet (L3) or a tooltip (L2).
- Don't use Layer 4 as a standard step in any routine user journey.
Restrictions
To maintain clarity, focus, and standardised structure of this layer, certain components need to be excluded. When designing or creating new user journeys, observe the following list of prohibited elements to ensure consistency and prevent user friction.
Global nav
Global nav not to be used past Layer 1 pages
Layer 1 header
Layer 1 header not to be used on Layer 3 pages
Tappable elements
Layer 4 should be the end of the journey so no elements on these pages should be tappable
