UX: Inconsistent FAQ lists and hard-to-find answers #354
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Thanks for bringing that up, @sventuerpe. This is indeed an issue and we are actually working on a consolidation. Originally, it was planned to use the website and FAQ on https://www.coronawarn.app/en/faq/ as the version for the more tech-savvy folks and the one on bundesregierung.de as the one for the endusers, but well, plans need to be adopted to how things go in reality, right? Thank you for your understanding that this might take a while as we are busy handling the incoming requests, but we will of course keep this issue open until we have a proper solution. Mit freundlichen Grüßen/Best regards, |
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I wrote this in corona-warn-app/cwa-documentation#303 - it got closed as a duplicate to this issue (which I don't think it is) but since I don't have the power to reopen corona-warn-app/cwa-documentation#303 I will copy my reasoning/request from there in here:
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btw: The terms of use also includes a detailed FAQ (that imho does a better job in explaining technical requirements of the app) |
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Hello @sventuerpe , since it has been a while, I will double-check internally and we will get back to you and the community with an update. Thanks, Corona-Warn-App Open Source Team |
ghost
assigned 
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There are still multiple FAQs for the Corona-Warn-App. This makes finding information for the user more complicated. Maintenance of the FAQs is done by different organisations and only the Open Source team's FAQ provides a proven mechanism for feedback from users.
https://www.coronawarn.app/en/faq/#who_can_help also provides links to other related pages of RKI and the Federal Government. Especially the English language FAQ pages of the RKI and Federal Government currently have content issues. There are consistency issues between the German languages sites as well:
If the continued maintenance of three different FAQ sites in two different languages (in total 6 sites) is unavoidable, then a formal mechanism for users to report issues on the FAQ pages of the RKI and Federal Government sites should be documented. |
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Tickets updated.
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I want to stress this point (and corona-warn-app/cwa-documentation#303) again. If it takes too long to get all the sites combined into one, please consider to link to https://www.coronawarn.app/en/faq/ from inside the app. Here's why: The bundesregierung.de page answers questions like: I think I don't have to say much more, for somebody who has the app installed on his phone the question "Why should I use the Corona-Warn-App" is just irrelevant. "How does the Corona-Warn-App work?" is answered during the app's onboarding, "Why do we need a Corona-Warn-App?" is a question which is asked by people who don't think that the app helps something (which are not the users of the app obviously). So please consider to change the link from inside the app, or best, like proposed in the issue here, combine all these FAQ pages into one. |
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Update: |
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Hello everyone, we have some updates on the matter. First of all, the decision was made that there will not be a merged FAQ. This was also answered in corona-warn-app/cwa-website#769 (comment)
The federal FAQ also takes priority to be linked in the app and should refer to the other FAQs. I will close this issue now. Corona-Warn-App Open Source Team |
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@sventuerpe @Ein-Tim @MikeMcC399 Community - FYI from R 2.13 on, the app will link to the FAQ of coronawarn.app not bundesregierung.de, see https://github.com/corona-warn-app/cwa-app-android/pull/4179/files |
I'm very happy to hear about that! It has been very difficult to get fixes implemented on
See for instance corona-warn-app/cwa-hotline#13 just to get the hotline phone numbers corrected. An issue that has been open for many months. |
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Great news! Maybe it would make sense to reopen this issue, apply the |
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@Ein-Tim Sure! |
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@dsarkar
Will the contents be:
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Version 2.13 has been released today. Would it be okay for you to close the issue or would you like to get an answer to #354 (comment) first? |
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@Ein-Tim Otherwise the questions from #354 (comment) are implicitly covered by corona-warn-app/cwa-website#1929, so the issue here (#354) does not need to stay open waiting for an answer to that comment. I notice that there is no mention in the change of FAQ location in today's 2.13 blog announcement. (I've just closed a related issue corona-warn-app/cwa-hotline#13 due to the change of primary FAQ location.) |
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Do you have any feedback on this? Are you happy on how it was implemented in version 2.13? |
Where to find the issue
FAQ lists at:
(Linking to the German versions here.)
Describe the issue
Three different lists of frequently asked questions exist and differ in content. The CWA website contains one, the app (Android) links to a different one with fewer questions at bundesregierung.de, and a link points from there to a longer third one in a PDF document at bundesregierung.de. While there is some overlap between the three, they do not seem to constitute different representations or subsets of the same main document.
This makes it difficult to find answers contained in some of the FAQs but not others, to remember where to find certain information, or to find from the app all information a user may need.
Example: A new user asking themselves whether they may close the app after activation would most likely turn to the FAQ prominently advertised by the app (no. 2) but not find their question answered. They may or may not find from there the longer PDF document (no. 3), which also fails to answer their question. Only if they happen to check the FAQ at coronawarn.app (no. 1) they will find the answer to their question.
Suggested change
Maintain a single, consistent FAQ or include all questions of immediate relevance for using the app in whichever FAQ version the app links to.
Internal Tracking ID: EXPOSUREAPP-1877
Internal Tracking ID: EXPOSUREAPP-9774 iOS
Internal Tracking ID: EXPOSUREAPP-9643 Android
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