Feedback #247
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We've re-created the Digital Prison Services feedback banner as shown above into our GOV.UK prototype. Here is the HTML code for the pattern we used:
Here is the CSS code for the pattern styling:
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ExistingPhase banner on the GOV.UK Design System Beta feedback (DPS, prisoner education, skills, work and employment)Product created in
About the productThe prisoner education, skills, work and employment (ESWE) team is adding more information about individuals to the existing prisoner profile pages on Digital Prison Services (DPS). These are non-transactional pages that display information used to assist with multiple tasks. DPS already has a feedback mechanism on all pages: a generic satisfaction survey. Who the users areThe new pages will be available to all staff who already have access to DPS inside prisons. This includes staff from a variety of disciplines and areas, such as wing staff, activities hub, Offender Management Unit (OMU), and education department. We think that the new information that is being added will be particularly useful for Prison Offender Managers, Key workers, and Activities hub staff. User needAs a member of staff looking at information about a prisoner, As a member of the digital team responsible for displaying information about a prisoner, As a member of the digital team responsible for displaying information about a prisoner, The problem we were trying to solveWhen we release new non-transactional features on DPS, we need a way of capturing user feedback. This mechanism could be used in the short-medium term and allow teams to learn from the release so that we can iterate specific new features/ pages during beta. How I startedAll pages on DPS already include feedback capture. This existing banner goes to a satisfaction survey. This meets the need of getting general feedback on DPS, but does not allow us to capture feedback on specific new, non-transactional features / pages. I began by exploring options around modifying the existing DPS satisfaction survey link to suit our purpose. Unfortunately, we were advised that the existing banner could not be changed or removed on a page by page basis. So we needed to do something different. Our particular challenge for DPS pagesAdding a new feedback link is a design challenge due to DPS pages essentially being set out as:
Any new feedback link needs to fit within this structure, be findable to the user, and make sense within the hierarchy of this structure / or the page body. Review of existing design patterns for feedback captureI knew that lots of other services have ways of asking for feedback. I reviewed examples and also looked at a previous review done by the user research community. I used this exploration to think about what options might work best for our pages, and started sketching ideas. Design critI presented some sketches to interaction and content designers in the prison space. This was an opportunity for early feedback, and to check whether this problem had already been solved in DPS. The feedback on the sketches helped us narrow the list down to two preferred options. What we decided onWe decided to add a new component to the bottom of the page. We used a section break line to make the component visually distinct from the rest of the page and the existing satisfaction survey banner. We thought this design worked well because:
Concerns about the designOur new screens launched at the start of November 2021. We had very few responses to the feedback surveys. In 1 month, we received only 3 responses to our new survey plus 3 responses mentioning our new pages within the generic DPS satisfaction survey. This is consistent with the level of responses typically received by the DPS satisfaction survey, but we wanted to learn more. We decided to revisit the design to see if it would make a difference to the response rate. The latest designWe created a new component below the prison switcher in the header area. This is more in line with the existing GOV.UK phase banner. (Note: on DPS, the prison switcher does not display a phase badge in the live environment). By moving the component to the top of the page we were also trying to make it more distinct from the existing DPS satisfaction survey. This new design worked better for a page we were building that used a side navigation. Because the feedback component sits above the page body it could accommodate split column page layouts better. What is next?We will continue to monitor the response rate and we hope to learn more from other services who adopt this design or try something different. Example of the component in context: |
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Existing
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Digital Prison Service
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