How might we make it easy for users to give feedback on part of a digital service?
Do we need to rely on third party widgets to capture simple comments, queries and scores/ratings for content, or can the Australian Government have its own guidelines and basic template?
User feedback in government, industry and private sectors is captured in a myriad of ways and many are designed to satisfy only business needs. The kinds of data captured differ too and depend on whatever the service provider cares to measure.
Sometimes feedback is captured through generic contact forms, Net Promoter Scoring, embedded off-brand widgets, surveys/questionnaires, disrupting (and often inaccessible) modals, or users are forced to go through many different paths to leave feedback.
How might feedback mechanisms be:
- relevant to the scenarios users are in
- easy and accessible for all users
- safe to use: no hidden nasties or dark patterns at work
- recognisable - particularly across multiple touchpoints
- supportive of different government agencies’ feedback and development processes?