Answers not Information
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The document discusses the importance of personalized online services, emphasizing that users often do not read instructions, thus requiring interactive elements to guide them effectively. It highlights the effectiveness of using questions as a means to funnel user attention and improve the success rate in navigating information. Finally, it suggests utilizing survey tools for prototyping and testing to enhance the user experience on platforms like Canada.ca.
Answers not Information
- 1. @lisavation #GCDigital Answers not Information Using questions and interaction to personalize online services Lisa Fast
- 3. Instructions: We are interested in whether you actually take the time to read the directions. So, in order to demonstrate that you have read the instructions, please ignore the question below. Instead, simply put your hand on your opposite shoulder. Thank you. Do you use or contribute to Canada.ca? Yes – put your hand up No
- 4. Oppenheimer, Meyvis and Davidenko via https://www.linkedin.com/pulse/evidence-really-dont-read-instructions-lisa-fast
- 5. •Perception What we see Attention What we focus on
- 6. People KNOW their attention is limited – so they spend it carefully.
- 8. Attention online appears to be different than pape
- 9. Questions distill personal meaning from prose
- 11. not information People are seeking answers
- 12. Oppenheimer, Meyvis and Davidenko via https://www.linkedin.com/pulse/evidence-really-dont-read-instructions-lisa-fast
- 13. Intent was ‘Attention Filter’ – to filter out Instead use interaction to funnel in
- 14. Design Patterns for Answers not Information
- 15. Use questions when there is If – then – else… Just one question or a full wizard sequence
- 16. 2013: IF applying in Canada THEN mail in or apply in person ELSE IF applying from the US THEN mail in
- 20. Final version
- 21. Use questions when: there are exceptions to a main path
- 22. Only 2 of 9 participants succeeded at exception tasks
- 23. New video from usertesting All participants succeeded
- 24. Use interaction for: any math at all, or even tables of numbers
- 26. 2014
- 27. 2017
- 28. Use radio buttons for: a long list of policies by type of person or activity
- 29. Work Permit 2014 14 /19 participants found right page Only 10 derived the correct answer
- 31. Tricky: if you DO fit one of these categories – you DON’T need a work permit.
- 32. 2016
- 33. All correctly selected “My job is not on the list” but only 11/16 solved the task. People didn’t see answer (perception!) • team had missed prototyping step
- 35. Created a prototype with Survey Gizmo – embedded it on Canada.ca page Tested again
- 36. 10/10 successfully found the answer
- 38. Tip: Use SurveyGizmo or other survey software embedded on a page to design, prototype and test. Live page with WET Field Flow plug-in Surveygizmo prototype https://toufics.github.io/visit-demo/IRCC/visit/pre-find-en.htmlhttps://neoinsight.github.io/smartpages/sdingov/pg2.html
- 39. This registration page you used was embedded SurveyGizmo