A collaboration between TBS Digital Transformation Office and Canada Revenue Agency
Outcome we are working towards: Fewer people call/mail, and those that do, get the right number/address
This repo holds a prototype of a new task-based design for Contact the Canada Revenue Agency to improve citizen success. The targets for this project are to improve user success by at least 20 percentage points at finding the telephone numbers and the right addresses.
A baseline round of task-scenario testing on the live version of Canada.ca in January 2019 produced a task performance measurement for each of the scenarios. The behaviour of the small-business owners in the study also highlighted critical usability problems. Working together as a collaborative team across the departments, we will design and implement solutions in these prototype pages. A second round of validation testing with a different set of Canadian participants was conducted in late March. Participants in that study used this prototype rather than the live site, to test that the success rates are improved. Since then, some fine tuning and building out of the pages has been done and the tested version has been archived.
Try out the prototypes:
- Prototype - DTO version updates post testing https://gc-proto.github.io/cra-contactus/ut-en-prototype.html
- Archived prototype that was tested - DO NOT EDIT https://gc-proto.github.io/cra-contactus/ut-en-validation.html
Institutional profile: https://gc-proto.github.io/cra-contactus/scenarioA/revenue-agency.html
Contact @lisafast to join us or post an issue with a question