Handing off visitors to PT �sites for PT tasks �

Canada.ca/coronavirus

Evidence-based design to reflect the changing needs of Canadians

January 2021 - Digital Transformation Office

UNCLASSIFIED / NON CLASSIFIÉ

UNCLASSIFIED / NON CLASSIFIÉ

Goal: improve user success at hand-off to P/T

Challenge: hundreds of user feedback questions on interprovincial travel and vaccine roll-out page that users can/should answer on P/T sites.

Pages need to better convey that answer is ONLY on P/T site

1. Explore content design on Travel page - removed all advice about restrictions to encourage click-through
2. Explore design pattern - compare picker with Go button (shorter,interactive) vs list of provinces (see P/Ts but longer)

Content design results: Interprovincial prototype much more successful

• 25/26(96%) clicked through to province on prototype vs 3/10 on live

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Interaction design results: list was slightly more effective than picker

• Same rates of use but a bit faster and preferred to use the list for P/T

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Study: 18 Canadians on phones split across tasks

4 tasks informed by most frequent page feedback questions

• Travel T1: allowed to drive from QC to ON
• Travel T3: quarantine if move from AB to BC
• Vaccines T2: when is 80 year old likely to get vaccinated in NS
• Vaccines T4: when is vaccine available to general public in AB

Participants split across 2 studies did tasks on live and prototype pages

• 10 people in Study 55, 8 in study 55B - range of ages & education
• Questions after tasks
• Studies ran on UserZoom Go on Jan 20 and Jan 21

Travel: Interprovincial clarifies ‘must click’ for answer

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Live page has some advice about restrictions - prototype has none at all

• Providing some advice suggests to people that it’s the answer, or that the answer is known but not provided
• Providing no advice at all clarifies that all answers are on the provincial sites

http://test.canada.ca/covid-19-guidance/proto/travel/jan-15/group/provinces-list.html

Live: only 3/10 clicked province link

Prototype: 25/26 clicked province

Conveying the subtleties of jurisdiction

After the tasks, questions probed if people now understood jurisdictions.

Majority did, but also an expectation that Canada.ca will get them there.

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Q1: After this experience, which website are you more likely to use to find out if you can travel to another province in Canada?

Q2: After this experience, which website are you more likely to use to find out when and where to get vaccinated?

“Each province has their own situation, they have the most up to date information.”

“Provincial. Lot more details and they explain the phases.”

"I think the provincial one because it's more specific to the requirements."

“Provincial has more details. Gov is a portal to where to find more details”

Government of Canada site Provincial website

6

12

4

14

“Government of Canada. It's the website I'm more familiar with. I check if I have benefits there.”

“First to government (selects), and then provincial - that has more information”

“Canada.ca has the information for all Canada.”

“Government of Canada. All the provincial information is there too”

Hypothesis & goals for test of picker vs list

Existing design pattern: Travel site successfully uses a picker with Go button to get to country pages

Hypothesis: Using a picker for province/territory lists could be more effective since it is interactive, takes less space and might be more noticeable

• Could create a design pattern for all P/T link lists
• Challenge: we couldn’t change the size of the picker! Font size still set to 2019 size - update later this year.

Participants performed tasks on either live site, the prototype with picker, or the prototype with list of links.

Go-picker of P/T sites:

List of links to P/T sites:

Picker & links both worked but lists slightly better

Post-task questions: Of the 8 participants who used both prototypes (2 tasks on list, 2 tasks on picker) 4 preferred the list of links, 4 selected that it made no difference.

For T3, click- throughs were faster on list of links on short travel page.

For T4 - links were slightly faster because it was the second time they used the page.

Vaccines: Design patterns -picker vs lists

People failed the task whether the page used the picker or the list for the same reasons:

• most did not use the On this page pattern (15/18)
• they scrolled past the list and picker
• they looked in the distribution tables where provinces were listed by name

Like the ‘some advice’ issue on the travel page, 2 people answered based on Priority groups content on the page, instead of clicking through to the province

Long page with entire context of rollout contributed to the reasons for failure. Plan is to break up page.

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Go-picker of P/T sites:

List of links to P/T sites:

Next steps

Travel

Sent prototype for ‘no advice’ interprovincial travel page to PHAC & travel team for implementation

• Expected outcome: decrease feedback questions from current level of 14% of all travel feedback to 10% or below
• Page launched evening of Jan 29 - Provincial and territorial restrictions

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Vaccines

Break up vaccines roll-out page - people struggled to find provincial links for where & when amidst priority groups and shipment tables for provinces

• Prototypes in progress

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Guidance

Develop picker design pattern with advice to use for long lists and any lists > 6 links where using the links is not the main task of the page

• For pages where sending to provincial links is main task of page, guidance will recommend using a list of links with P/T names

Video clips of participants performing tasks on Ontario, Nova Scotia, Alberta and BC sites

Ontario site video clips - Travel

Task 1: Jean lives in Quebec and wants to drive into Ontario to pick up some equipment. Is Jean allowed to travel to Ontario right now?

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Nova Scotia site video clips - Vaccines

Task 2: Rita is 80 years old and lives in Nova Scotia. When is she likely to get vaccinated for COVID-19?

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British Columbia site video clips- Travel

Task 3: Kai lives in Alberta and got a job as an essential worker in British Columbia. Is Kai allowed to go to work the day after arriving in BC?

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Alberta site video clips - Vaccines

Task 4: When will the COVID-19 vaccine be available to the general public in Alberta?

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Study details

Tasks and links

Live Vaccine rollout page during study - Jan 21

Live Interprovincial travel page - Jan 21

Subway pattern links uses - Travel

The navigation problems on the subway were:

• Looking for quarantine provincial guidelines on the subway navigation that only has information for entering Canada (5/18)
• Clicking “Find out if you can travel to Canada”(4/36)
• Not realizing they were already on the provincial page (3/36)

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Multi-page navigation buttons uses - Vaccines

The main navigation problem was participants not realising they were already on the right page (4/36)

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