As the volume of users applying on the service increases from ~10% to 100% of teacher training applicants, we need a way to gather feedback systematically so that we can:
- understand and hopefully preempt drop off
- check that improvements and fixes are working
We already ask for feedback once candidates submit an application, but some never submit. Others use the service for months before – and after – they submit. We need a way to collect feedback at other points along the journey.
GOV.UK uses a component that may help us achieve this. The feedback component. It is designed to sit just above the footer invites user feedback on the current page:
Pages on GOV.UK tend to revolve around guidance, whereas many pages within our service tend to be form-based. However, we can adapt this component by using a prompt question that works better given the context of a section within a form.
We can also update the design so that it’s not as prominent on pages, where the question should have focus.
Hypotheses
If we show a feedback component above the footer on certain points along the journey
Then candidates will be more likely to tell us what issues they are having
Because they will find it easier to give feedback at the moment they come across a problem