Guidance / content audit / opportunities

[Abi-Nada]

Description:

• Audit content in all the places it exists (support, growth, product, marketing, etc.)
• Identify what guidance we can create to improve client experience
• Align for consistency and deduplicate content where possible
• Create standards and governance plan to avoid further debt
• How can we support better UX for stable parts of the product?
• Create docs for issues we know we’ll get to later, and will then retire.

Analysis:

Last 28 days (as of Jan 2, 2025)

• Guidance main page (166 EN + 25 FR = 191 views)
• Getting started (230 EN + 30 FR = 260 views)
• Setting up conditional logic (46 EN + 11 FR = 57 views)
• Updating a published form (23 EN + 6 FR = 29 views)
• Requesting alternate branding (28 EN + 1 FR = 29 views)
• Collaborating in GC Forms (36 EN + 3 FR = 39 views)
• Getting form responses (45 EN + 9 FR = 54 views)
• Using a form template (72 EN + 13 FR = 85 views)
• Allowing multiple entries (16 EN + 2 FR = 18 views)

Links:

• Guidance articles Google Analytics
• GC Forms help content
• Opportunities for higher quality forms
• Form pattern guidance ideas
• User profile board
• Demo data on platform products
• Guidance for conditional logic
• GC Forms Guidance
• GC Forms - Freshdesk Canned Responses
• GC Forms - How to respond to client ticket
• GC Notify Guidance
• GC Notify Freshdesk Canned Responses
• GC Design System
• Variables that increase complexity of the form

[anikbrazeau]

Review and audit guidance content assets:

Make sure content is still current, relevant.
Remove redundant, outdated and trivial content.

• Marketing homepage Add link to roadmap in footer #3928
• Why GC Forms page
• Features page Add API to "Features page" on marketing site #4893
• Guidance high-level page
  • Getting started
  • Setting up conditional logic (includes multi-pages forms and exit pages)
  • Updating a published form (includes closing a form)
  • Requesting alternate branding
  • Collaborating in GC Forms
  • Getting form responses
  • Using a form template
  • Allowing multiple entries
• Strategic roadmap
• Contact us form
• Support form
• Terms of use
• Service-level agreement
• Terms and conditions
• Privacy statement
• Canned responses
• UI QA test places
• Tooltips (see screenshots at the bottom of the comment below)
• API documentation

[anikbrazeau]

Assess potential opportunities

Additional guidance opportunities (to add to our guidance)

• Self-serve security documentation request
• Self-serve custom branding request
• Self-serve unlock publishing
• Self-serve mailing list subscription
• Self-serve response retrieval/retention timelines and limits

---

Enhanced guidance opportunities

• Visual representations
• Video demos
• WCAG 2.2 criteria breakdown
• Onboarding wizard
• Release notes

---

Feature enhancement opportunities (to reduce our guidance)

• Built-in sharing of form files
• Built-in templates / patterns
• Ability to tweak of published forms
• Streamlining of response delivery methods
• Overdue responses and deactivating accounts
• Categorizing forms more easily

---

Form content design opportunities (to enable designing better forms)

• Only asking what is necessary (question protocol)
• Asking one thing per page
• Writing good questions
• Optimizing hint text
• Improving data validation
• Customizing error messages

---

Design system integration opportunities (to align with broader GC)

• Stepper/page indicator for linear forms
• Breadcrumbs for preceding service pages
• File upload component
• Notice component
• Alert component
• Details component
• Fieldset component to group related fields

---

Screenshots of UI tooltips and modals that might be able to be streamlined

[anikbrazeau]

Assess potential needs/interests per audience segment

Form builder / Form administrator

• Form content / design
• Co-editing / approvals
• Policy, communications and other stakeholders
• Integrations with end systems
• Analytics on form and responses
• Notifications to form respondents

Business owner / Form approver

• GC Standards
• User / client experience
• Budget
• Timeline
• Service standards
• Reporting

Team dev / Central dev / Tech owner

• Accessibility
• Security
• Efficiency / automation
• Architecture decisions
• API integration
• Systems that scale

[anikbrazeau]

New branding form in the works: cm5gzqaxw00mpaxducnvaky87
Integrate with Freshdesk via email address

[anikbrazeau]

Created a few new issues with more specific focuses: #4923 #4933 #4936