Integrate Delighted for feedback

realdylanzheng commented 1 year ago

User story

As a stakeholder, I want to have a way of collecting feedback from users to determine the helpfulness of resources on the website so that we have insights for iteration and enhancements

Definition of Done

[ ] Code is peer reviewed
[ ] Feature is available in staging
[ ] Documentation on feedback widget customization and usage is in Github Wiki

Acceptance criteria

[ ] Feedback widget is visible on a webpage
[ ] Feedback widget is able to collect feedback / user is able to submit feedback
[ ] Feedback dashboard is able to display collected feedback
[ ] Feedback widget can be disabled or enabled by a feature flag

anikbrazeau commented 1 year ago

Curious whether any bilingual content support might be needed? Always happy to help, if so!

hillaryl commented 1 year ago

I think I found a minor limitation with Delighted that doesn't render it unusable, but may be worth considering:

Our goal is to ask a question about how helpful a page is with a binary response. We'll use the negative responses to flag pages that might have clarity or usability issues, and positive responses to gauge which resources are having the most impact.

Ideally we would design the survey item like this: "Was this page helpful?" "Yes" / "No" if response is "No", then: "What were you looking for?" or "What was missing" (still working on the follow up)

Delighted has a binary thumbs up / thumbs down icon pattern, but no "Yes" / "No" option. So it would be: "Was this page helpful?" 👍 / 👎 if response is 👎, then: "What were you looking for?" or "What was missing" (still working on the follow up)

👍 / 👎 has a more ambiguous meaning. It could be read as "yes" or "no", but also "good" / "bad" and has potentially implies more emotion as a reaction than a simple yes or no ("good, I'm happy" / "bad, I'm not happy"). This would introduce a bit of ambiguity around how people are answering the question vs. how we're interpreting it.

I think the main priority should be getting some kind of feedback collection in place over making it perfect, but if we encounter other problems with Delighted we may want to consider something that allows for "yes" / "no" when searching for another tool.

ClementineHahn commented 1 year ago

@dylanzheng94 as conclusions on exploration impacts both Delighted and Freddy can you link decision documentation on this card too please ? Thank you !

ClementineHahn commented 1 year ago

Based on acceptance criteria review (mechanism to display and propose feedback mechanism to user) , decision is t to not implement Delighted

cds-snc / resources-ressources