A quick side note: The original version of this post was in French and contained French images. An English equivalent has been digitally created.
It’s ringing…
“Hello, this is Mr. X from the Canada Revenue Agency. How can I help you?“
– “Hello, I received an email notification that I had mail in my CRA Business Account , but when I log in and go to my “Message Center”, my last communication is from 2015…“
– “We’ll take a look at this, ma’am. Are you currently logged into your business account?“
– “Yes.“
– “Can you read me the content of the email that was sent to you?“. I then read him the outline.
Mr. CRA: “So, you have to go to your mail.“
– “That’s what I do, but there’s nothing recent.“.
Mr. CRA repeats: “You must go to your mail.“
– “I’m in my messages.“. I then list the tabs on the left.
Mr. CRA: “Go to the bottom of the screen; you will find the “Mail” tab.“.
I’m stunned: “You did THAT??“
– …?
– “You separated “Message Center” and “Mail”? I can’t be the first person to be confused, sir.“
– …?
– Listen, I work in the field of user experience, and what I see here is a blatant lack of user-friendliness. (Forgive my “I work in this.”, but I only bring it up when I’m truly flabergasted.)
“First, let’s agree on the fact that “mail”, semantically, is similar to a “ message”…
Then, I receive a monthly invitation to log in to check my mail, even though the “Mail” tab isn’t even visible on the main screen. It’s probably one of the most frequently accessed tabs, yet it’s hidden at the bottom of the page—while the “Message Center,” on the other hand, is placed at the top. That’s inconsistent.
Furthermore, I signed up for email correspondence a few weeks ago, and since then, the CRA has been sending me more correspondence than when I received it in paper format. Why? I never subscribed to anything additional, and to my knowledge, I have no control over the types of correspondence I receive. As a result, I’m now forced to receive a monthly email that I won’t even check, because it contains notifications that are irrelevant to me.“
A brief exchange followed with Mr. CRA, who, unfortunately, lacked strong arguments to defend his point.
In a Nutshell
Several fundamental user experience (UX) principles do not appear to be respected:
- Clarity and consistency in navigation: The “Mail” tab should be easily accessible if it is one of the most frequently consulted elements. Placing it at the bottom of the screen creates inconsistency with the “Message Center,” which is positioned at the top. The user interface should be structured to provide intuitive navigation.
- Transparent communication: Users receive an invitation to check their mail, yet the location of this tab is not clearly indicated in the message. Effective communication should explicitly state where to find “Mail” to prevent confusion.
- Customization of preferences: Users are unable to modify the types of correspondence they receive. This lack of control contradicts the principle of offering a personalized user experience.
- Understanding user needs: The system sends irrelevant emails, indicating a failure to consider users’ actual needs.
In short, enhancing navigation clarity, ensuring transparent communication, allowing preference customization, and better understanding user needs would all contribute to a better user experience in this context.
In Conclusion
Since my tirade, I’ve noticed that the CRA has moved the “Mail” tab so that it at least appears on the screen. Coincidence? Perhaps.
One thing is certain: the CRA would benefit from better understanding its business clientele and conducting user tests on its client portal to optimize the interface. As it stands, the “My CRA Business Account” interface does not aligne with users’ mental models.
Has this ever happened to you, or have you received similar feedback within your organization?
