Show explanation of "service" as well as "trial" and "live" where users need this content

[yaelberger-commits]

Problem statement

Senders have to learn several concepts, such as "service", "trial" and "live" in order to use GC Notify. When creating an account, we explain these terms in the Welcome screen

.

However this information does not appear again:

1. If a user is added as a team member, they don't see this information.
2. If a user has not been active on GC Notify for some time, they may not remember this content when they need to use Notify in future.

This issue impact other important flows: Not understanding what 'service' meant, it was difficult for a participant to understand what was being asked of them on the 'Create a template' page

There are also impacts to navigation because users do not remember or do not understand the key term "service".

The lack of access to explanations of these terms may lead to additional difficulties for people who use assistive technology.

Hypothesis

1. If we include the explanation of "service" at relevant points in the flow (in particular, at the "Add a service" page and possibly in the page that shows the user the list of their services as well as other places), then the percentage of new service names that are 'correctly' written will increase by 80% in 4 months of implementation.
2. If we show the explanation of "service" to our users in different contexts, then users will experience less friction when using GC Notify.
3. If we show the explanation of "trial" and "live" at relevant points in the flow, then we will receive fewer support tickets regarding permissions to send to members outside the user's team, and regarding permissions to increase sending limits.
4. If the /accounts route (the Your services menu item) redirects to the Welcome page when a user has no services, users who are new but haven't yet created a service will be able to revisit this content.

• 'Correctly' = Subjective, but let's say "Wouldn't look like a mistake if it was sent out"

Acceptance criteria

• [ ] "Service", "trial" and "live" content included when users added as team members
• [ ] Identify other relevant points in flow to include "service", "trial" and "live" content (eg. Add a service screen) and update GC Notify to include the content at those points
• [ ] Ready for usability testing
• [ ] Usability testing demonstrates solution to related issues (from the Airtable, linked below)

Research Airtable links

There are a lot, but just linking the ones from the Fable 03/2022 testing

• Didn't understand GC Notify as a concept (how it was different from the email clients they use everyday). One participant noted that using an assistive technology makes information more chaotic to parse - so the concepts need to be extra clear.
• It wasn't clear what was meant by 'Service' for participants. However, going through the 'Create a service' process helped one participant understand what a 'Service' is
• (While the participant was not a public servant) The participant expected more instructions to know what to put for the service name. He expected a guidebook. For example, in case roles change or people are new, you need the info being input to be correct. He seemed to also assume that the service name was something that was predetermined.
• The dashboard was difficult to find after navigating to the pages under 'Your account'
• Most participants understood they would click 'add recipients' as a next step. However, for participants who weren't clear on how GC Notify was different from their email client, they didn't expect to upload the recipients spreadsheet file when clicking the "Add recipients" button

Support ticket

• "To help with the decision making can you please clarify what constitutes a "service" with respect to the daily and annual sending limits per service in your terms of use. Thanks."

[yaelberger-commits]

Hey team! Please add your planning poker estimate with ZenHub @adriannelee @amazingphilippe @YedidaZalik

[yaelberger-commits]

Prioritize this work in September so we can be ready to validate all usability fixes by end of October.

[yaelberger-commits]

Idea of COVID alert walkthrough, disappears after you read it but it's always there somewhere that you can revisit it if needed

[adriannelee]

Tidied up this card a bit

[adriannelee]

@yaelberger-commits @amazingphilippe I suggest we move this card back into the product backlog, as I think we may not need to do this depending on what we end up doing with What is a service