sarawilcox
commented
1 year ago Open sarawilcox opened 1 year ago
sarawilcox
commented
1 year ago 
Asad-acc
commented
1 year ago Hi Everyone,
I wanted to provide a concise overview of our recent user research on the newly developed Ratings Component, along with the next steps we'll be taking based on the feedback received.
Introduction: The Ratings Component is a feature designed to facilitate user reviews and provide a platform for users to express their sentiments about the service they received from a provider. Our recent user research was aimed at gauging user comprehension of the star-based rating system and their understanding of the design direction we've taken.
Purpose of User Research: We sought to ascertain whether users comprehended the concept of star ratings, as well as their grasp of the design choices we made. This was crucial in ensuring that the component aligns with user expectations and preferences.
Participants: We engaged a diverse pool of 8 participants in our remote digital user research sessions. This group encompassed a range of ages and varying levels of digital literacy. Additionally, we had a team of content designers, interaction designers, product owners, and developers on hand to observe the sessions.
Data Collection Methods: Our research was conducted through remote digital sessions, employing a meticulously crafted discussion guide encompassing tasks and questions. This ensured that participants were exposed to the complete journey of leaving a review, and allowed them to interact with the new star rating designs.
Design Direction: The design choices were made with careful consideration. Drawing from user feedback, we opted for a star-based rating system due to its familiarity and clarity. This approach, confirmed in prior user research, provides a true reflection of the user experience.
Considerations: Our design choices were informed by a desire to harmonise with the existing styles and components within the NHS service manual. This led us to utilise radio buttons and the ASCII star symbol. Furthermore, we adhered to established styles including fonts, colours, and spacing.
User Feedback: Positive feedback highlighted the intuitive nature of the ratings component, with users appreciating the immediate understanding that higher stars equate to a better score. The visual clarity and ease of use were also noted as commendable features. Critically, users expressed a minor concern regarding spacing on mobile devices and questioned the choice of star colours.
Suggestions for Improvement: Users were generally content with the design, offering few suggestions for enhancement. As a result, our primary focus will be refining spacing to alleviate any perceived crowding on mobile devices.
Next Steps: In light of the feedback received, we are planning minor adjustments to the Ratings Component, primarily focused on spacing and content. We have confidence in the component's user-friendliness and clarity based on our recent user research.
Additional User Research: To further refine the component, we intend to conduct tests with slight variations in design. Additionally, we will test on mobile platforms and engage users with accessibility concerns to ensure inclusivity.
Please feel free to reach out if you have any questions.
teodorapreda2
commented
10 months ago The NHS App team have conducted a Discovery into the in-app feedback mechanism from July - November 2023. We are currently in the technical solution implementation phase.
Our current proposed solution includes:
In our concept iteration, we have explored different approaches for this type of questions. We tested horizontal scales, as seen in multiple other online services, to see if it would follow a user's mental model better.
Isolated, the horizontal scales are familiar to users; however, in the context of the NHS App and the NHS Service Manual, it breaks the familiar pattern, especially in a mobile medium.
We decided to use the star + value ratings scale after talking to the Ratings and Reviews team; they showed us a star rating pattern which had tested well (as seen in the post above). This solution allowed us to stack the radios vertically and give users a visual indication of the type of question we were asking. Users liked the combination of a visual rating (stars) with a in-line text value as it made it clear what the rating means.
Users had no issue understanding the difference between the ease of use question and the overall experience question.
What
Some NHS teams carry out surveys or ask for comments from patients and ask them to star services or feedback using a 5-point scale. There are various pieces of work going on exploring how best we can help users rate services.
Please use this issue to:
It may help us develop a pattern and guidance on star ratings and 5-point scales that we will help other NHS teams.