Qualtrics Feedback widgets

[adriannelee]

using Qualtrics Embedded Feedback tool to collect in the moment page feedback and wanted to add a card in Zenhub for backlog grooming tomorrow. The purpose of the card would be investigation in the lift required from the team (who and how much time) to start using the the tool in preparation for implementation of the tool the following sprint.

• [x] Step 1: find out if the EN/FR issue has been resolved or can be solved
• [x] Implementation (https://www.qualtrics.com/support/website-app-feedback/creatives-tab/creative-types/embedded-feedback/)

Value

Get in the moment feedback on the page or section, rather than channeling everything through contact form

[daine]

I've looked at qualtrics embedded in the past and Jimmy showed me how it was used within Notify previously. We can dig into implementing it a bit if we'd like, or we can also check if we wanted a different feedback widget we can use. Previously (on another team) we tried out HotJar, Freddy Feedback among others because Qualtrics lacked the en/fr ability (if I remember correctly it always defaults to en and the user can use fr, but it's a jarring user experience from a french user)

[adorayi]

Can we check with Notify team, if this is working well, the EN/FR issue has been solved?

[adriannelee]

Daine continuing to work on this today with Jenn. Running into a few issues that will be easier to work on with access to Qualtrics. Will look to create a proof of concept, esp to test the EN/FR issue.

[daine]

Trying to test out the EN/FR switching by using a global javascript variable as stated in their guide but it doesn't seem to work as expected. Found this old ticket on qualtrics which also has raises the same issue and remains unanswered.

The intercept or widget works pretty well though, and it can get the browser's language, but the only issue is there is a potential mismatch of EN and FR around that area.

[daine]

More details and screenshots of POC in this PR: https://github.com/cds-snc/gcds-docs/pull/365

[daine]

Action items:

• [x] Open a ticket with qualtrics to figure out why using a global javascript variable doesn't load the correct language on the embedded feedback widget.
  • [x] Resolved The correct language code to use is FR-CA (any variation like fr-CA, fr_CA, FR_CA, FR, fr will not work)
• [ ] ~Test out an alternative solution of having two projects, one for english and one for french, depending on the domain name~
• [ ] Policy: Connect with @samburtonCDS once we know more about what data will be collected through this widget, we may need to add information on our privacy notice

• [ ] Adblocker will be a potential issue.

  • Ad blockers can be circumvented using the opt-in method for site exit surveys by asking for the visitor's consent before displaying the survey. This allows the survey to bypass any blocking behavior from the browser.

  • Source: Opt-In Survey Upon Site Exit

  • For embedded feedback widgets, ad blockers can sometimes interfere as they may identify these widgets as potential ads. While the opt-in method is a common workaround for site exit surveys, it may not be applicable for embedded feedback widgets. Unfortunately, there's no guaranteed method to bypass ad blockers for embedded feedback widgets as it largely depends on the specific rules of the ad blocker being used by the visitor. It's generally recommended to encourage users to whitelist your site on their ad blocker settings, but this relies on the user's action.

  • If the ad blocker issue significantly impacts your data collection, you might want to consider alternative feedback collection methods, such as email surveys or direct links to the survey.

[daine]

I think this ticket is now ready for review to be closed. Will meet with Jenn tomorrow to discuss the points further

[daine]

After having a chat with Jennifer, we have come to the following conclusion:

• The Adblocker is a real issue so this widget won't work for us
• We have talked about the following alternatives:
  • Feedback widget on Canada.ca - won't work as it's probably on AEM/Adobe
  • Canada.ca "Report a Problem" - has been decommissioned

As a result, we think it'd be best to create our own custom widget on the documentation site. We still need to figure out a way to handle the data that comes in through our own widget. Options are:

• Email through Notify (not scalable)
• Airtable (we have a freshdesk airtable integration so we know it's possible)
• Send the data through the Qualtrics API, hopefully through the Website App Insights project. This needs further investigation.

[daine]

Next steps:

• Explore the option of using the Canada.ca Feedback widget https://github.com/cds-snc/design-gc-conception/issues/962)