Sharing insights from feedback: Canada.ca design

On this page

• Building a narrative with data
• Outline for a text only summary
• Templates for slides and charts
• Showing before and after results

Building a narrative with data

Communicating insights for action requires:

• a strong advocate for tasks and user needs
• the ability to make sense of feedback and compare it with other data points
• data visualization and communications skills when sharing and discuss findings

Bring the user experience into the forefront

Through your feedback analysis, you want to help people understand:

• context (volume, key dates, trends, why (you think) something is happening)
• the issues people are reporting
• possible paths to action or where additional data and research is needed
• before and after results from iterative improvements

Always include feedback examples to illustrate key points and issues. This helps to transfer your understanding and empathetic listening to others.

Include other supporting data sources

Include other data sources in your analysis and reporting to build a more complete picture, confirm your insights, or add urgency from sources such as:

• results from the GC Task Success Survey
• page feedback
• analytics
• call centre volumes
• search trends
• usability study results
• questions received through social media

Outline for a text only summary

A simple text only summary can be just as effective as charts or graphs when:

• sharing insights by message or email - especially with decision makers
• you have a small number of insights to communicate
• your audience is already familiar with how and where feedback is being collected

Example structure for a text only summary

• Total feedback received
• Pages that received the most feedback
• Changes in trends

• Priority areas: Top issues seen in feedback (illustrated with select feedback examples)

  • What pages are those issues found on
  • Supporting data from call centres, web analytics, search, usability studies, or other sources
• What’s working well? Results based on iterative improvements
• Recommendations for quick fixes

Highlight problems that go beyond the scope of your team’s work and need to be escalated - such as:

• policy gaps
• content gaps / incorrect information that require a subject matter expert
• technical issues

Templates for slides and charts

Charts can help illustrate trends, spot anomalies, confirm or explore research questions in the feedback.

A good chart is:

• simple (opt for bar and line charts over pie charts)
• easy to read, clearly labelled
• supports your main point
• works for the people who will read it

Aim for an assertion / evidence format in your titles

• Put the main point for each slide or section of your document as the header.
• Use the rest of the space to provide evidence for your assertion.
• Even if someone only reads the headers, they’ll understand the main feedback issues.

Download templates for how to share feedback insights (Powerpoint, 621KB).

Showing before and after results

Share small and big wins with your results.

• How interventions improved the user experience
• Reduction in page feedback
• How quickly you went from identifying a problem to addressing it
• Impact on other channels (example: reduced call or email volumes)

Supporting evidence to consider including:

• Screenshots
• Analytics visits, specific page actions, click overlays
• Supporting data from other channels or data sources