UX: Inconsistent FAQ lists and hard-to-find answers

sventuerpe commented 4 years ago

Where to find the issue

FAQ lists at:

(Linking to the German versions here.)

Describe the issue

Three different lists of frequently asked questions exist and differ in content. The CWA website contains one, the app (Android) links to a different one with fewer questions at bundesregierung.de, and a link points from there to a longer third one in a PDF document at bundesregierung.de. While there is some overlap between the three, they do not seem to constitute different representations or subsets of the same main document.

This makes it difficult to find answers contained in some of the FAQs but not others, to remember where to find certain information, or to find from the app all information a user may need.

Example: A new user asking themselves whether they may close the app after activation would most likely turn to the FAQ prominently advertised by the app (no. 2) but not find their question answered. They may or may not find from there the longer PDF document (no. 3), which also fails to answer their question. Only if they happen to check the FAQ at coronawarn.app (no. 1) they will find the answer to their question.

Suggested change

Maintain a single, consistent FAQ or include all questions of immediate relevance for using the app in whichever FAQ version the app links to.

Internal Tracking ID: EXPOSUREAPP-1877 Internal Tracking ID: EXPOSUREAPP-9774 iOS Internal Tracking ID: EXPOSUREAPP-9643 Android

SebastianWolf-SAP commented 4 years ago

Thanks for bringing that up, @sventuerpe. This is indeed an issue and we are actually working on a consolidation. Originally, it was planned to use the website and FAQ on https://www.coronawarn.app/en/faq/ as the version for the more tech-savvy folks and the one on bundesregierung.de as the one for the endusers, but well, plans need to be adopted to how things go in reality, right?

Thank you for your understanding that this might take a while as we are busy handling the incoming requests, but we will of course keep this issue open until we have a proper solution.

Mit freundlichen Grüßen/Best regards, SW Corona Warn-App Open Source Team

corneliusroemer commented 4 years ago

I wrote this in corona-warn-app/cwa-documentation#303 - it got closed as a duplicate to this issue (which I don't think it is) but since I don't have the power to reopen corona-warn-app/cwa-documentation#303 I will copy my reasoning/request from there in here:

Currently, the target of the FAQ link in the apps is the Bundesregierung's FAQs at: https://www.bundesregierung.de/breg-de/themen/corona-warn-app/corona-warn-app-faq-1758392

I consider this subideal, because this page is:

noisy

not very well designed

not under direct project control

doesn't include the detail of the project FAQs

doesn't answer many important questions

It would be better, if the FAQ link in the apps targeted the project website FAQs at coronawarn.app/en/faq/ (and German equivalent). These FAQs are cleaner, more up to date, under project control etc.

MilesTeg97 commented 4 years ago

btw: The terms of use also includes a detailed FAQ (that imho does a better job in explaining technical requirements of the app)

ghost commented 4 years ago

Hello @sventuerpe ,

since it has been a while, I will double-check internally and we will get back to you and the community with an update.

Thanks, LMM

Corona-Warn-App Open Source Team

MikeMcC399 commented 3 years ago

There are still multiple FAQs for the Corona-Warn-App. This makes finding information for the user more complicated. Maintenance of the FAQs is done by different organisations and only the Open Source team's FAQ provides a proven mechanism for feedback from users.

Site Maintainer	German Sites	English Sites
Bundesregierung	Bund FAQ de	Bund FAQ en
Bundesregierung	Bund FAQ PDF de	Bund FAQ PDF en
Open Source Team (SAP)	SAP FAQ de	SAP FAQ en
Robert Koch Institute (RKI)	RKI FAQ de	RKI FAQ en

https://www.coronawarn.app/en/faq/#who_can_help also provides links to other related pages of RKI and the Federal Government.

Especially the English language FAQ pages of the RKI and Federal Government currently have content issues. There are consistency issues between the German languages sites as well:

The minimum version of iOS is listed inconsistently (see https://github.com/corona-warn-app/cwa-website/issues/737#issuecomment-751769948)
Various issues with https://www.bundesregierung.de/corona-warn-app-faq-englisch (see https://github.com/corona-warn-app/cwa-website/issues/711) such as missing links to Blog and Open Source FAQ.
~~The RKI English FAQ page is out-dated and refers to CWA 1.7 as the latest version, whereas 1.9 has been released and is currently being replaced by the rollout to 1.10.~~

If the continued maintenance of three different FAQ sites in two different languages (in total 6 sites) is unavoidable, then a formal mechanism for users to report issues on the FAQ pages of the RKI and Federal Government sites should be documented.

dsarkar commented 3 years ago

Tickets updated.

The minimum version of iOS is listed inconsistently (see corona-warn-app/cwa-website#737 (comment)) ==> EXPOSUREAPP-4481 ==> EXPOSUREAPP-4479
Various issues with https://www.bundesregierung.de/corona-warn-app-faq-englisch (see corona-warn-app/cwa-website#711) such as missing links to Blog and Open Source FAQ. ==> EXPOSUREAPP-4481
The RKI English FAQ page is out-dated and refers to CWA 1.7 as the latest version, whereas 1.9 has been released and is currently being replaced by the rollout to 1.10. ==> EXPOSUREAPP-4479

Ein-Tim commented 3 years ago

I want to stress this point (and corona-warn-app/cwa-documentation#303) again.

If it takes too long to get all the sites combined into one, please consider to link to https://www.coronawarn.app/en/faq/ from inside the app. Here's why:

The bundesregierung.de page answers questions like: Why do we need a Corona-Warn-App?, How does the Corona-Warn-App work?, Am I obliged to use the Corona-Warn-App?, and best of all: Why should I use the Corona-Warn-App?

I think I don't have to say much more, for somebody who has the app installed on his phone the question "Why should I use the Corona-Warn-App" is just irrelevant. "How does the Corona-Warn-App work?" is answered during the app's onboarding, "Why do we need a Corona-Warn-App?" is a question which is asked by people who don't think that the app helps something (which are not the users of the app obviously).

So please consider to change the link from inside the app, or best, like proposed in the issue here, combine all these FAQ pages into one.

Ein-Tim commented 3 years ago

Update: Should either be closed or moved to the Wishlist since there will not be one combined FAQ entry: https://github.com/corona-warn-app/cwa-website/issues/769#issuecomment-770253203

heinezen commented 3 years ago

Hello everyone,

we have some updates on the matter. First of all, the decision was made that there will not be a merged FAQ. This was also answered in https://github.com/corona-warn-app/cwa-website/issues/769#issuecomment-770253203

There will not be one combined FAQ somewhere, the hierarchy is clear and fix: The federal FAQ comes first. From there, they will link to other sites like the technical FAQ or to the RKI. I hope you all can accept this hierarchy, even if this may lead to misplaced FAQ items or overlaps.

The federal FAQ also takes priority to be linked in the app and should refer to the other FAQs.

I will close this issue now.

Corona-Warn-App Open Source Team

dsarkar commented 2 years ago

@sventuerpe @Ein-Tim @MikeMcC399 Community - FYI from R 2.13 on, the app will link to the FAQ of coronawarn.app not bundesregierung.de, see https://github.com/corona-warn-app/cwa-app-android/pull/4179/files

MikeMcC399 commented 2 years ago

@dsarkar

from R 2.13 on, the app will link to the FAQ of coronawarn.app not bundesregierung.de,

I'm very happy to hear about that!

It has been very difficult to get fixes implemented on

See for instance https://github.com/corona-warn-app/cwa-hotline/issues/13 just to get the hotline phone numbers corrected. An issue that has been open for many months.

Ein-Tim commented 2 years ago

@dsarkar

Great news!

Maybe it would make sense to reopen this issue, apply the Fix 2.13 label and close it once implemented?

dsarkar commented 2 years ago

@Ein-Tim Sure!

MikeMcC399 commented 2 years ago

@dsarkar What will happen to the websites after 2.13?

Will the contents be:

frozen?
removed?
removed and a link left to https://www.coronawarn.app?
maintained through RKI contacts to Bundespresseamt as before?

Ein-Tim commented 2 years ago

@MikeMcC399

Version 2.13 has been released today. Would it be okay for you to close the issue or would you like to get an answer to https://github.com/corona-warn-app/cwa-wishlist/issues/354#issuecomment-937659903 first?

MikeMcC399 commented 2 years ago

@Ein-Tim Perhaps @sventuerpe would like to respond, since it is his issue, even though it is more than a year old?

Otherwise the questions from https://github.com/corona-warn-app/cwa-wishlist/issues/354#issuecomment-937659903 are implicitly covered by https://github.com/corona-warn-app/cwa-website/issues/1929, so the issue here (#354) does not need to stay open waiting for an answer to that comment.

I notice that there is no mention in the change of FAQ location in today's 2.13 blog announcement.

(I've just closed a related issue https://github.com/corona-warn-app/cwa-hotline/issues/13 due to the change of primary FAQ location.)

Ein-Tim commented 2 years ago

@sventuerpe

Do you have any feedback on this? Are you happy on how it was implemented in version 2.13?

corona-warn-app / cwa-wishlist