How page feedback can help your work: Canada.ca design
On this page
- Improve content and navigation
- Inform policy and program owners
- Professionalize content and research operations
- Case studies
Improve content and navigation
Common types of content and navigation problems can be uncovered through feedback.
| Type | Problem | Solution |
|---|---|---|
| Technical errors | Something is broken | Quickly correct small errors like broken links or typos. Diagnose and fix interactive features. |
| Navigation | I can’t find the answer | Reconsider information architecture, improve "information scent" to the page or section of content (for example, improved link labels). Consider improvements to content design such as the hierarchy of information, headings, use of expand/collapse. |
| Content | Can’t understand or use an answer | Rewrite or edit using plain language. Improve content design. Consider building an answer wizard. |
| Content gap / Navigation | Answer not on page | Include or link to the answer in the content. |
Inform policy and program owners
In certain cases, people will leave feedback with their opinions of a certain program or policy. Addressing a policy issue is beyond the scope of web teams, so it’s important to share these comments with program and policy colleagues.
Professionalize content and research operations
Understand issues from a user perspective
- Understand what sections / pages of a service or task are affecting task success.
- Corroborate findings with other sources of data such as call drivers, analytics, or social media.
Invest in content maintenance throughout its lifecycle
- Normalize iterative improvements to content.
- Make time for continuous improvement projects.
- Monitor feedback to ensure content is meeting user needs after being published.
- Act on issues related to navigation, content gaps, and comprehension.
Building linkages and understanding across teams
Sharing how people experience our services gives everyone a ‘front line view’. Building a feedback loop with other communications channels, program and policy authors is part of a holistic approach to service improvement.
Marketing, social media, public outreach may also find these insights useful to identify recurring questions from the public and help hone their messages.
Understand public perception of a program or policy initiative or change - in addition to other formal processes like public consultations or media monitoring.
Case studies
Identifying a content gap
Using page feedback to uncover a vaccine information gap.
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