"Report a problem or mistake on this page" form is not useful

[carmacleod]

Reposted from https://github.com/canada-ca/canada-ca.github.io/issues/35

To see the "Report a problem or mistake on this page" form in action:

• Go to canada.ca
• Imagine that you notice an issue on the page that, as a good web citizen, you want to report
• Look for, and finally find the "Report a problem or mistake on this page" button (aside: it is hard to find because it is not in the page footer. It is hiding above the "Government of Canada activities and initiatives" content).
• Click the "Report a problem or mistake on this page" button to reveal the "Please select all that apply" checkboxes (see first screen snap)
• Select "Something is broken" and then Submit

At this point, the user expects to be able to type in the problem detail, i.e.: What is broken? What is the spelling or grammar mistake? What information is wrong or outdated?

The user knows this information, because that is why they clicked on "Report a problem or mistake on this page". And yet, all I got was "Thank you for your help!" (see second screen snap)

This is not useful. I had to guess that maybe canada.ca had a github presence. Luckily you do, so I was able to report my problem anyhow (issue #34). However, the current "Report a Problem" form must be quite frustrating for those who don't know to try searching github. (I tried it about 6 times before giving up and trying github. If I didn't know about github, you would not have heard from me).

[ghost]

I would have to agree. I like approaches like Apple does on there support documents.

If you select 'No' you get:

Google takes the same approach as apple (see https://support.google.com/mail/answer/8494?co=GENIE.Platform%3DiOS&hl=en).

[duboisp]

@carmacleod @thekodester I passed on your feedback to the responsible team.

Thank you

[BenTrem]

FWIW (I'm not nearly in sync with you all. Yet.)

I know that UX "confidence" (not tripping or stumbling, for any reason) leads to click-through and responsiveness. As an example of what I call a trip (If you stumble over my bag of tools, that's a trip. [f I trip over yours I stumbled because of your gack!])

Something I wanted to Report about this lovely series of pages, Page Start: http://www.healthycanadians.gc.ca/eating-nutrition/healthy-eating-saine-alimentation/food-guide-aliment/my-guide-mon-guide/mfg_p1-eng.php Select genre; check. Select age range; check. 1 to 8 /blink/ Am I to select a number? Not immediately evident that these are cookie-crumb style page numbers.

When I used the Report form, I saw no way of qualifying that with even a few words. Tweet length or even smaller would create a sense of "having been heard". (In this case: "Not clear after selecting gender/age what those numbers are for.")

NB: Using Firefox, just now cursor disappeared in this input box. Addendum: Cursor restored after having closed and re-opened this box.

[BenTrem]

Another instance where a single flare falls short of what's reasonably required. http://www.healthycanadians.gc.ca/eating-nutrition/healthy-eating-saine-alimentation/food-guide-aliment/my-guide-mon-guide/mfg_p9-eng.php presents results from the previous forms. As well as "View as HTML" we have the option to download as PDF. I was impressed!

But NB: the name function in that is /FAIL/. I found mine to be named myfoodguide_pdf-eng rather than MyFoodGuide-Eng.pdf I think that deserved a tweet-style report.

p.s. My cursor again disappeared when I marked NB above to bold. Copying the text and reloading this page restored it.

[jkshapiro]

See https://design.canada.ca/common-design-patterns/report-problem.html for how this widget should work.