How to use survey results and comments: Canada.ca design
There are a number of short, medium, and longer term actions that can be taken to improve workflows, processes, and content using the GC Task Success Survey.
On this page
Improve understanding of issues
| Type | Action |
|---|---|
| Improve understanding of top tasks | Check what tasks are affecting your departmental score and analyze comments to understand why. |
| Collaborate with other data owners | Corroborate survey data with other sources such as: web analytics, call reports, social media trends, and previous usability research |
| Socialize and raise awareness of survey results | Brief senior management, policy, program, and content owners with survey results and insights from comments - leveraging quotes from real users.
Incorporate survey results and comments into existing reporting activities. |
Improve content and navigation
| Type | Problem | Action |
|---|---|---|
| Technical errors | Something is broken | Correct small errors like broken links or typos. Diagnose and fix interactive features. |
| Navigation and findability | 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 |
Decide what to improve
- Decide which tasks to prioritize for improvement (learn more about choosing what to improve )
- Use results and comments to build a case for larger service or content improvements
- Gather baseline measurements prior to content, service or policy changes
- Consider adding the page feedback tool to better understand pain points on specific pages
- Monitor for changes to results and comments while undertaking improvements
Case studies
Improved content design
Using comments to improve the Submit an EI report task
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