·
Overall,
most participants were aware of VAC websites, with veterans.gc.ca being
mentioned most often. When prompted specifically, participants generally said
they had heard of veterans.gc.ca before, and many had also heard of My VAC
Account, though a few noted they had never visited the site.
·
After
prompting by the moderator, about half the participants in the family and
caregiver groups said they had heard of My VAC Account, but noted they weren’t
very familiar with it or had heard of it several years ago. A few noted they
had never heard of it, including they assume from the name it is similar to CRA My Account or Service Canada. Among
participating Veterans, most said they had heard of My VAC Account before,
saying they had heard of it either through VAC, in the news, or on social media
and the internet, as well as LinkedIn, or through an internet search or an
advertisement.
·
Participants
in both streams most often said they think veterans.gc.ca is the main website
for VAC, with a few saying they believe that My VAC Account is a more specific
page for users. A few participants said they had visited VAC websites
previously, having heard of them through word of mouth, conferences, school or
having searched online.
Ease of understanding
information on VAC webpages
Disability Program
Page
·
Most participating family/caregivers and Veterans
found it easy or somewhat easy to understand the sections in the program pages,
with all participating family members or caregivers finding it easy or somewhat
easy to understand the “About this Program” section, to understand what is
needed to apply, and to understand how to apply. Participating Veterans mostly
found the “About this Program” section easy to understand as well; however,
they did have some difficulties understanding the disability corrective payment
section, as well as what is needed to qualify and how to apply for it.
·
Participants in both streams often praised the
straightforward, simple information, plain language and use of quick links as
contributors to their ease of understanding. They also offered some suggestions
to increase understanding, which include:
o
providing definitions of terms;
o
clearly stating the benefits offered by the
program;
o
listing all the documentation needed in order to
apply; and,
o
shortening the page (or providing a link tree up
top) to avoid having to scroll, which can cause issues on a cellphone.
·
Across both streams, there was a bit more
confusion on understanding the “Disability pension corrective payment” section,
especially amongst participating Veterans. While a number of
participants said it was short, simple and the bullet points made it easy to
understand, others said they found it confusing, especially as it only applies
to a small group of people. These participants weren’t
sure if someone would know to look at this section, or if it was in the right
place. Some participants said they had to re-read the information a few times
to understand it and suggested adding additional clarification. Others
mentioned it doesn’t explain what corrective payments are, how a corrective
payment could impact their families or how to tell if they are eligible for one.
Veterans Independence
Program Page
·
Although there was less of a consensus on the understanding
of the sections within the program webpage, most participants found the pages
to be easy or somewhat easy to understand.
·
Participants mentioned the following as
contributors to the ease of understanding the information on the page:
o
the plain language;
o
the format used; and,
o
the inclusion of contact numbers.
·
They did note some concerns, including:
o
a lack of clarity in the beginning of the text on
eligibility/how the program works with other programs;
o
confusion related to the ease of contract bed
criteria and how that would impact eligibility; and,
o
confusion regarding how the benefits may differ
by province.
·
Participants shared suggestions on how to improve
different aspects of the page, including:
o
definitions of the various terms;
o
providing examples of how the process works and
what applications look like;
o
a section that outlines all the documentation
needed to apply, specifying what assistance can be provided;
o
shortening the page to reduce scrolling and being
more mobile friendly; and,
o
ensuring the back button functions, so they don’t
lose their spot on the page.
Identifying
information gaps on VAC webpages
Disability Program
Page
·
Overall, participants in both streams reiterated that
they found the page generally easy to understand. They did identify some
information to add to the pages, including:
o
what benefits are available for different types
of disability;
o
what proof of disability is required and how that
could be obtained; and,
o
what forms or documentation is required for the
application process, as well as more information in the program description.
·
Participating Veterans also suggested:
o
the addition of timelines for the application
process;
o
to better clarify what corrective payments are;
o
examples of applications for different types of
cases; and,
o
a way to quickly check if they are eligible
before they begin the application process (other than the list of eligibility
criteria).
Veterans Independence
Program Page
·
In terms of information missing from the page,
participants mentioned the following:
o
adding a section that outlines the scope of the
program;
o
additional and clearer information on the availability
of the program outside bigger cities;
o
a way to quickly and easily confirm eligibility
before applying (on behalf of themselves or someone else);
o
adding more detailed information to the “Find out
More” section; and,
o
providing information on what to do, or who to
contact, if their application is denied.
Recommendations to
improve clarity of information
Disability Program
Page
·
Both streams had a number of
recommendations to improve the program page, including:
o
a mobile-friendly layout (shortening the page so
there is less need to scroll, adding a “back to top”
button);
o
more and better definitions of terms throughout;
o
clarifying the qualifications with examples,
including a list of all documentation needed to apply;
o
clearly stating the contact information and telephone
numbers up front and throughout the page;
o
adding quick links for how to apply or receive
the benefit and a link tree up to the top of the page;
o
moving the payment dates up to the top of the
page; and
o
ensuring text clearly identifies hyperlinks as
they found the simple underline easy to miss.
Veterans Independence
Program Page
·
Participating family members/caregivers and Veterans
provided numerous recommendations to improve the clarity of information on the
page, most often mentioning:
o
providing further clarification and definitions
for terms;
o
an information or link index to make it easier to
navigate the sections;
o
clearly stating the qualifications and criteria;
o
providing more detail on what is available in
each city;
o
increasing the font size;
o
clearly stating the payment dates up at the top
of the page;
o
adding more colour and visual interest; and,
o
adjusting the tone of the information to be more
welcoming and friendly and less clinical or bureaucratic.
This report begins with an executive summary
outlining key findings and conclusions, followed by a detailed analysis of the
qualitative results.
Details of the methodology and sample
characteristics can be found in Appendix A. The final survey instrument can be
found in Appendix B.
Readers should note that focus group research is qualitative and
directional in nature and must not be used to estimate the numeric proportion
or number of individuals in the population who hold a particular opinion.
Module A: Different VAC Websites
Awareness of VAC websites
Q
- Are you aware of any websites for Veterans Affairs Canada (VAC)? If yes,
which ones? Any others?
Q – [IF MORE THAN ONE WEBSITE MENTIONED] What do you
think the differences are between the functions of those VAC websites, or are
there any in your opinion?
Q
- [IF VETERANS.GC.CA IS NOT MENTIONED] Have you heard of veterans.gc.ca?
Q
- [IF MY VAC ACCOUNT IS NOT MENTIONED] Have you heard of My VAC Account?
Q
- [PROMPT] Which website do you think is the main website for VAC?
Overall,
most participants were aware of VAC websites, with veterans.gc.ca being
mentioned most often. When prompted specifically, participants generally said
they had heard of veterans.gc.ca before, and many had also heard of My VAC Account.
Family/Caregivers
Most
participants in the family/caregiver groups said they were aware of VAC
websites, often mentioning veterans.gc.ca as the specific website they were
aware of. A few noted that while they were aware it existed, they had never
visited it while a few participants said they were not aware of specific
websites, including having heard of VAC, but not a website.
When
prompted specifically on whether they were aware of veterans.gc.ca, a few participants
said they were not, or that they were not familiar with it, but they had heard
of it before or they are not surprised one exists. Also mentioned was having
heard of it before on the radio or TV.
Prompting
awareness of My VAC Account, participants often said they have heard of it, but
noted they weren’t very familiar with it or had heard of it several years ago.
A few noted they had never heard of it, or they assume from the name it is similar to CRA My Account or Service Canada.
When
asked which was the main website for VAC, participants most often said they
believe it is veterans.gc.ca, or they assumed it would be one that refers to Veterans
specifically in the name. Also mentioned was the belief that veterans.gc.ca was for general
education in the public and that My VAC Account is for users (people who already
receive benefits from VAC). A few participants said they were not sure.
Veterans
Among
participating Veterans, nearly all participants said they were aware of
websites for VAC, often mentioning they were aware of “the main website” or
veterans.gc.ca. A minority of participants said they weren’t aware of any
websites, or that they imagine one exists, but they have never needed to visit
it.
After
being prompted on whether they have heard of veterans.gc.ca, most participants
said they had, though a few noted they had never visited the site. A few participants
said they knew of coworkers who had submitted claims on the site or that they know
of it just through their general awareness of government departmental websites.
In
terms of awareness of My VAC Account, a number of participants said they had
heard of it before Some participants said they heard of it through social media from
VAC on LinkedIn, in the news and through an internet search or that they are in
the process of being medically released from the Canadian Armed Forces (CAF),
so they have been in touch with a number of VAC resources and applications. A
few were not sure how they became aware of it.
Participants
most often said they think veterans.gc.ca is the main website for VAC.
Visiting VAC websites
Q
- Prior to today, have you visited any of Veterans Affairs Canada’s websites
for information?
Q – [IF AWARE – PROMPT FOR EACH] How did you learn about [INSERT
FROM PREVIOUS Q]?
A few
participants said they had visited VAC websites previously, having heard of
them through either word of mouth, conferences, school or having searched
online.
Family/Caregivers
Just
a few family/caregiver participants said they had visited VAC websites for
information in the past or that they were not sure. Some participants said they
had previously visited it on behalf of someone else or previously noted they
had visited the website to access local legion websites. Most family/caregiver participants
said they had not visited any VAC websites before.
When
asked how they learned about the website, participants mentioned the Royal Canadian
Legion, through conferences they have attended, at school, or being a caregiver
of a Veteran and the previous caregiver had referred them to it as a resource
for mental health.
Veterans
A few
participants said they had visited VAC websites before, including having a My
VAC Account or having viewed the VAC websites to see what was available but did
not use them to access any services. Also mentioned was being referred to by a
friend or having searched online.
Module B: Testing Page 1 – Disability Program
Page
[POLL] Q - Was it easy, somewhat easy, somewhat difficult, or
difficult to understand what the program is, as described in the “About this
program” section?
Q - Why?
Family/Caregivers
Overall,
all family/caregiver participants said they found it easy or somewhat easy to
understand the “About this program” section on the “Disability Program” page.
When asked why they had that opinion, participants mentioned the following:
-
the information presented is simple and concise, and the descriptions
were useful;
-
it is easy to understand, but they have a general knowledge on the
topic already or a significant formal education, with one questioning whether
everyone would understand the word “recognition”;
-
it is easy to understand but the onus is really on the individual
to find the information; and,
-
one participant said they liked the use of quick links.
Veterans
Nearly
all participating Veterans found the “About this program” section easy or
somewhat easy to understand, although one participant said they found it
somewhat difficult.
Many
participants said they found the entire “Disability Benefits” page to be
straightforward and simple, noting:
-
information is organized logically
and easy to read:
-
they like that it clearly states
the general information up front, including that disability benefits are
tax-free, and lets you dive into the details as you read on; and,
-
the information was presented more
clearly than usual government websites where they find they get lost in endless
links.
In
terms of potential issues, a participant each raised the following:
-
the page itself is clear but that
the page is hard to find and would be easy to miss if you didn’t know what you
were looking for; and,
-
Veterans who are older (such as
from the Second World War) would likely not find an online page or document
very helpful or useful.
[POLL] Q - Was it easy, somewhat easy, somewhat difficult, or
difficult to understand what is needed to qualify for this program?
Q - Why?
Family/Caregivers
Once
again, all family/caregiver participants found it easy or somewhat easy to
understand what is needed to qualify, noting:
-
the information is clear and simple, even though they weren’t familiar with the program;
-
they appreciated the links provided to clarify or define certain
terms;
-
they liked the layout, including the use of bullet points and
important information in bold;
-
having “If you qualify” be its own section; and,
-
adding a separate question on what the benefits are.
Veterans
While
most Veteran participants said they found it easy or somewhat easy to
understand what they need to do to qualify for the program, some participants found
it somewhat difficult or difficult and a couple were unsure.
Most
participants said they found the information straightforward and clearly laid
out, and said it was concise and simple to read. However, participants did have
some concerns:
-
mainly that they found the information (including definition of
the word Veteran) confusing and vague, and said more definitions are needed
with links to more information;
-
a few noted that after reading the “Do you qualify” section, they
were unclear if they fit into the definition of a “Veteran” as outlined on the
page, and said the term needs to be better defined; and,
-
a few participants noted that while the information itself was
clear, they anticipated possible issues interpreting some of the criteria when actually applying for services, although this was not tied
to their impressions of the page itself.
[POLL] Q - Was it easy, somewhat easy, somewhat difficult, or
difficult to understand how to apply for this program?
Q – Why do you have that opinion?
Family/Caregivers
Once
again, all family/caregiver participants found it somewhat easy to understand
how to apply for the program, mostly saying they found it clear, simple and
straightforward and noting they liked following:
-
how the information was shown
separately and included the link directly to the application;
-
that there is an alternative
option to receive information in person;
-
that the telephone number to call
is easily visible; and,
-
that it was helpful to have all the
information on one page and found it less confusing than other government
websites.
A
few family/caregiver participants did note having difficulties with the webpage
mentioning the following difficulties and suggestions:
-
the amount of scrolling was challenging
when looking at the site on their cellphone;
-
improving the “Disability Program”
webpage to provide some clarification on the guided form;
-
opening the webpage in a new tab
when they click “When to apply”; and,
-
moving the paragraph that
indicates that they can receive help ahead of the rest of the form.
Veterans
While
most Veteran participants found it easy or somewhat easy to understand how to
apply for ‘Disability Benefits’, there are still a few individuals who found it
be somewhat difficult or difficult, and a few who were unsure.
Participants
noted the following positives:
-
use of plain language;
-
the inclusion of a number of different options for how to apply;
-
it is easy to understand how to get
help with your application, if needed; and,
-
the process would be easy when using
the guided form.
Some
concerns were raised about the application criteria, including the perception
of it being difficult to prove that their disability is related to their
service. Some noted they would likely not apply for this reason.
In
terms of other issues with the “Disability Benefits” webpage itself, Veterans
mentioned:
-
the documents needed for their
application should be clearly listed;
-
they were worried they may find
out they are missing information further along during the application process,
instead of upfront when they started the application process;
-
it wasn’t
clear for a Veteran if they needed to apply for a My VAC Account first;
-
that those familiar with
government websites and forms will likely have no issues, but others may find
it confusing, especially those with difficulty reading; and,
-
in contract to the previous point,
that the format is similar to the CRA website and
forms, so they feel most individuals would be able to understand it.
[POLL]
Q - Was it easy, somewhat easy, somewhat difficult, or difficult to understand
the “Disability pension corrective payment” section?
Q
- Why do you have that opinion?
Family/Caregivers
Nearly
all participants found it easy or somewhat easy to understand the disability
pension corrective payment section.
Comments
following their ratings include:
-
it was clearly indicated where to
go for help, so even if someone had issues they would
know how to resolve them;
-
recommendation that the telephone
number be bolded;
-
they found the language more
complex to understand and some of the information redundant, overall
they still found it easy to understand;
-
the terms used were more ambiguous
on the “Disability pension corrective payment” section than other sections on
the page, and that the wording of “corrective payment” was unclear and could
imply they owe that money back to the Department; and,
-
they found it less easy to
understand than other sections, especially the part about automatic payments.
Veterans
There
were mixed views on the ease of understanding the “Disability pension
corrective payment” section with participants fairly split over this being easy
or difficult.
Those
who found it easy or somewhat easy mentioned the following:
-
the “Disability pension corrective
payment” section is short and simple;
-
the use of bullet points is
appreciated; and,
-
the information about who to
contact for help was easily found, if needed.
Other
Veteran participants found this section confusing, including:
-
needing to re-read the information
a few times to understand it and suggested additional clarification be added;
-
others mentioned that the section doesn’t explain what corrective payments are and how it
could impact their families;
-
some mentioned they weren’t sure
how to tell if they were eligible or not; and,
-
also mentioned that this section
seemed like a legal requirement from a lawsuit.
Suggestions
included:
-
adding in hyperlinks to define and
explain definitions;
-
better identifying what records or
documents might be needed to apply; and,
-
moving the “Disability pension
corrective payment” section after/ below the additional information links.
[POLL]
Q - Would you be likely, somewhat likely, somewhat not likely or not likely to
click on the “additional information” link for some more information on the
program?
Q
- Why do you have that opinion?
Family/Caregivers
Most
family/caregiver participants said they would likely or somewhat likely click
the “additional information” links.
Additionally,
they said:
-
they would click the link if they
were confused or felt they needed more information;
-
some noted they would likely just
click the links earlier in the page that direct them where they need to go;
-
a few participants said they would
click the link to read more but said that may not be the case for all,
especially if someone has mental health difficulties;
-
they recommended adding the link to the “do
you qualify” section as well; and,
-
they don’t
feel they need additional information and that they would be even less likely
to click these links if they had already made a request for assistance earlier
on.
Veterans
Most Veterans said they would likely or somewhat
likely click the link for additional information. A few said they are somewhat
not likely or not likely to do so.
When asked why they wouldn’t click the
additional information links, the following came up:
-
some
participants said they found the amount of information to be overwhelming and
that they would be more likely to call/visit an area office to ask for
assistance about how to apply, rather than try figuring it out themselves;
-
a
few participants said they would click on additional information if they knew
they were eligible for a program, if they felt they needed more information and
to understand what the requirements are;
-
they
would get all the information they possibly could before applying; and,
-
the
placement of the links were clear and inviting for
anyone who needed more information.
Those who said they are not likely to do so,
said this is because:
-
they
are not applying for anything so they have no need;
-
they
would prefer to read more information that may answer their questions than to
call for help and “remain on hold”; and,
-
they
found it confusing that upon clicking the link it took them to a different page
with different information.
Q – What information,
if any, do you think is missing from this page?
Family/Caregivers
Family members and caregivers had a few suggestions for adding
additional information, including:
-
noting what benefits
are available for each type of disability and listing the forms required for
each; and,
-
comments related to the
format of this section, including:
o a larger font size;
o making the contact information
easier to find;
o making the payment dates available;
and,
o information on how to request a departmental
review and making this information easier to find on the page.
A number of participants said they are not sure what they would recommend because:
-
the information didn’t
apply to them at the time, and they wouldn’t know what might be missing unless
they were applying; and,
-
the page was clear and
concise, adding more information may weigh it down and take away from the
clarity and conciseness.
Veterans
In terms of what information is missing from the “Disability Benefits” program
web page, Veterans had a number of suggestions of
things to add including:
-
where and how to prove
their disability;
-
a quick and easy way to
ensure they are eligible before they start the process, such as a live chat or
someone they could speak to;
-
how this information
applies to RCMP retired or active members;
-
examples of
applications that show a few types of cases that vary in complexity;
-
timelines for how long the
process application takes;
-
clarifying the
corrective payments section; and,
-
providing more
information in the program descriptions.
Q – What
recommendations, if any, would you have to improve the clarity of the
information on this webpage? Any other ideas?
Family/Caregivers
Family members and
caregivers had a number of recommendations to improve
the clarity of information on the
page including having prominently
displayed resources and contact numbers for assistance, with multiple
recommendations on how
to do this:
-
adding how to reach VAC
in the quick links section;
-
having contact
information towards the top of the initial page;
-
including the contact
numbers at the bottom of the page for those less familiar with the internet; and,
-
a constant pop up with
the contact numbers as someone scrolls through the page.
Feedback on clarity and
formatting included:
-
less scrolling to reach
key information, such as payment dates;
-
a mobile version of the
site with a more user-friendly layout;
-
brackets that say
[CLICK HERE] next to hyperlinks, as a participant did not realize there were
hyperlinks;
-
a hover box over the
links that contain/open this information in a new tab to clutter the page;
-
the website is complete
and well-done as is; and,
-
the approach and layout
reminded them of the CRA MyAccount page.
Participants suggested
adding the following information:
-
a short blurb
clarifying the tools; and,
-
a “how to receive the
benefits” section or “how to apply” in the quick links section.
Veterans
Veterans provided recommendations to improve the clarity of the “Disability
Benefits” page, with a number of participants mentioning clarification on the
qualifications for the benefit, including adding a list of medical condition
examples and adding more definitions for terms so website users can easily tell
if they qualify.
Other recommendations included:
-
clearer headers so its
easier to understand what the sections are;
-
adding a “back to the top”
button;
-
enabling users to go
back where they were after clicking a link so they
don’t lose their place;
-
clarify in more detail,
what the qualifications are, including a list of examples of what medical
conditions are included; and
-
providing a
comprehensive list of the documents they will need before getting started.
Module C: Testing Page 2 – Veterans Independence
Program Page
[POLL] Q – Was it easy,
somewhat easy, somewhat difficult, or difficult to understand what the program
is, as described in the “About this program” section?
Q
– Why?
Family/Caregivers
A
majority of family members and caregivers found the “About this program”
section for the Veterans Independence Program page to be easy or somewhat easy
to understand.
Those
who found it easy or somewhat easy said:
-
the information has clear examples
of what is being offered; and,
-
the language is simple.
A
few concerns were raised related to the application process and information
being online only:
-
the program seemed to be aimed at
older Veterans who may have difficulties using the internet;
-
confusion as to whether the forms
could be mailed in or not;
-
the third paragraph referenced
another program (Pain and Suffering Compensation) that they found confusing and
unrelated;
-
they’d like to see the quick link
section followed along on the side to quickly find information they need, which
would make the page more accessible; and
-
suggested bolding the note at the
bottom of the “About This Program” section or somehow emphasizing it so it stands
out and doesn’t blend in with the rest of the text.
Veterans
The majority of Veterans found
the “About this program” section to be easy or somewhat easy to understand.
Positive
feedback included the following mentions:
-
a
number of participants said the language is
clear and simple, saying the format was similar to the previous page which they
were now familiar with; and,
-
they liked the short introduction
to the program and that they had the ability to read more about it if they
wanted to.
Participants
did have two suggestions to improve the “About this program” section of the
Veterans Independence Program webpage which were:
-
to add a more detailed description
of what is available for the different provinces; and,
-
to clarify what is meant by the
program being intended to “work with” other programs.
[POLL]
Q – Was it easy, somewhat easy, somewhat difficult, or difficult to understand
what is needed to qualify for this program?
Q
– Why do you have that opinion?
Family/Caregivers
Nearly
all family and caregivers said they found it easy or somewhat easy to
understand what is needed to qualify for the “Veterans Independence Program,” although
they did mention some feedback:
-
noted that the section “do you
qualify?” had definitions that were not present on the “Veterans Independence
Program” page, but were present in the same section of the “disability
benefits” page;
-
participants expressed concerns
that a senior Veteran may have difficulties understanding it and accessing the
internet; and,
-
inquired on whether this can be
printed or sent via mail.
Veterans
For
the most part, Veteran participants said the information in the “Do you
qualify” section:
-
is straightforward;
-
is easy to understand; and,
-
uses plain language.
A
few participants suggested adding more information to the section, including:
-
links with the specifics needed to
apply or definitions of various terms;
-
whether it might differ provincially;
and,
-
clearing up confusion on the
criteria regarding a contract bed and how it would impact their eligibility.
[POLL]
Q - Was it easy, somewhat easy, somewhat difficult, or difficult to understand
how to apply for this program?
Q
- Why do you have that opinion?
Family/Caregivers
All
family members and caregivers who participated said they found it easy or
somewhat easy to understand how to apply for the program, noting they didn’t
have much to add and overall found it simple. Comments included:
-
that the other sections should be
modelled after this section; and,
-
that this section was missing a
reference to The Royal Canadian Legion, which had been included elsewhere, so
they were unclear on whether they could go there for help.
Veterans
Nearly
all Veterans said it was easy or somewhat easy to understand how to apply for
the Veterans Independence Program, mentioning:
-
the use of plain language and
straightforward information;
-
the large button makes it easy to
find where they can apply; and,
-
the contact number included is
helpful.
Other comments included:
-
they liked that there were mail and
in-person options as well; and
-
noted they’d
want to be able to receive the application form by mail, instead of searching
for it online;
-
wanting to see samples that showed
how the process works and what the application process looks like;
-
having some sort of walkthrough of
the application process for My VAC Account users;
-
a section outlining the exact
documentation required;
-
noted that there are policies for
the program that they think are very clear and they recommended linking those
documents on the page;
-
it was easy and obvious that you
need to click the button to apply, but that they were unsure what information
may be provided or needed after that point. They noted that, while it says you
can contact the office for assistance, it doesn’t specify what assistance they
could provide you; and,
-
that the “Disability Benefits”
webpage previously mentioned going to The Royal Canadian Legion or the War Amps
of Canada for assistance, but this information is not repeated on the Veterans
Independence Program webpage. This made them wonder whether
or not the Legion would know how to assist them with applying for this
program.
[POLL]
Q - Would you be likely, somewhat likely, somewhat not likely or not likely to
click on the “additional information” link for some more information on the
program?
Q
- Why do you have that opinion?
Family/Caregivers
The
majority of family member and caregiver participants said they would be likely
or somewhat likely to click on the “additional information” link to see more
information about the program. Comments include:
-
while there was a lot of information
in that section, it would also be good to add the option to learn more about
what the scope of the coverage would look like;
-
adding an explanation of what the
acronym VIP means and to identify a list of locations where applications can be
picked up in-person;
-
they didn’t find the extra information
useful or necessary; and,
-
links should be moved closer to
the top of the page where the different services are listed.
Veterans
Most
participating Veterans said they would be likely or somewhat likely to click the links in the “Additional
information” section to see more information about the program. A small number said
they were somewhat not likely to do so.
Veterans
had the following comments regarding the “additional information” section:
-
if they provided all the
requirements up front, they wouldn’t need more
information;
-
while they felt the page had
enough information, they would still click the link just to see what else was
there;
-
they would be able to relay the
information to their parent (who is a Veteran), so the more information the
better;
-
the section only includes what has
already been covered and they find the language to be vague and ambiguous, and
they recommended adding more details; and,
-
the ‘find out more’ section only
includes what has already been covered, they find the language to be vague and
ambiguous, and they recommended adding more details.
Participants
mentioned a few things they would want to see added as additional information including:
-
the maximum amount payable, so
they know it is worth applying for;
-
information on making inquiries
for meal delivery or housekeeping services; and,
-
a description of how long the
application process and approval might take on average.
Q - What information,
if any, do you think is missing from this page?
Family/Caregivers
Family
members and caregivers recommended the following additions:
-
phone numbers and addresses to
contact
-
a section that outlines the scope
of the program; and,
-
clear information on whether the
program is available outside bigger cities.
Veterans
Veterans mentioned a variety
of things to clarify or add, including:
-
a
way to more easily and quickly determine if Veterans, family members and
caregivers qualify for the program;
-
it
would be useful to have information on what to do and where to go if they get
declined for the Veterans Independence Program; and,
-
they
would want to know if there was another step they could take or a person they
could contact for assistance if they were denied access to the program.
Q - What
recommendations, if any, would you have to improve the clarity of the
information on this webpage? Any other ideas?
Family/Caregivers
Family
members and caregivers provided a few recommendations to improve the webpage, including :
-
increase the font size;
-
include images or graphics to
break up the text;
-
add a contact section including
phone numbers for assistance and psychological support; and,
-
clearly stating the payment dates at
the top of the page.
Veterans
Veterans generally found the page to be clear and straightforward. A
few mentioned they found this program page overall to be clearer and more
tangible than the previous page, with a smaller list of information before this
which they found easier to understand but did have recommendations to improve
things, including:
-
adjusting the tone of
information to be less clinical/bureaucratic and more welcoming to show readers
they are valued, especially when outlining the information to contact for
assistance;
-
adding an information
or index tree with links to important sections with a list of what pages and
sections can be viewed;
-
more detail on what services
are available in each city;
-
adding more colour and
visual interest;
-
clearly stating the
qualifications and criteria, such as whether or not
salary effects eligibility;
-
another page for anyone
completing the application on behalf of someone else; and,
-
a better explanation of
health care providers in the section so they don’t need to click the link and
leave the page for a definition.
Qualitative
Methodology
Nanos
conducted 10 online focus groups among Canadians who have served in the
Canadian military and family members and caregivers of Veterans, 18 years of
age and older, between 5-13 December 2023.
Qualified
participants met the following criteria:
· Currently
serving—or previously served—in the Canadian military OR have a family
member/be caregiver for someone who has served in the Canadian military
· Have not
personally accessed VAC services or benefits (non-client)
· Their family
member/person they provide care for have not accessed VAC services or benefits
(non-client)
The
configuration of the groups was as follows:
Non-client Veterans
•
2 groups with Veterans from Western Canada (ENG)
•
2 groups with Veterans from Atlantic Canada (ENG)
•
2 groups with Veterans from Ontario (ENG)
•
1 group with Veterans from Quebec (FR)
Family Members/Caregivers
•
2 groups with family members/caregivers from Canada (ENG)
•
1 group with family members/caregivers from Canada (FR)
Eight (8) of the groups were conducted in English
and two (2) were conducted in French. Each session was up to 90 minutes in
length.
The
sessions were distributed as follows:
|
Date and time
|
Stream
|
Region
|
Language
|
|
December 5, 2023 at 5:45pm ET
|
Family/Caregivers
|
Canada
|
FR
|
|
December 5, 2023 at 7:30pm ET
|
Family/Caregivers
|
Canada
|
ENG
|
|
December 6, 2023 at 5:30pm ET
|
Veterans
|
Atlantic
|
ENG
|
|
December 6, 2023 at 7:15pm ET
|
Veterans
|
Atlantic
|
ENG
|
|
December 7, 2023 at 5:30pm ET
|
Veterans
|
Ontario
|
ENG
|
|
December 7, 2023 at 7:15pm ET
|
Veterans
|
Ontario
|
ENG
|
|
December 12, 2023 at 6:30pm ET
|
Veterans
|
Western Canada
|
ENG
|
|
December 12, 2023 at 8:15pm ET
|
Veterans
|
Western Canada
|
ENG
|
|
December 13, 2023 at 5:30pm ET
|
Family/Caregivers
|
Canada
|
ENG
|
|
December 13, 2023 at 7:15pm ET
|
Veterans
|
Quebec
|
FR
|
Each group had between 4 and 11 participants (target of 7-9), with an
objective of 11 being recruited per group to achieve this target, although of
note, this was not always feasible due to the low incidence rate. A total of 63
participants attended the focus groups out of a total of 83 individuals
recruited.
Recruitment
Nanos Research
developed the recruitment screener and provided it to VAC for review prior to
finalizing. Participants were screened to ensure they met the target age (18
and over), are non-client Veterans, are non-client family members and
caregivers of Veterans, and
have not accessed VAC services previously.
Participants were
also screened to ensure the groups included a mix of gender, education, age,
and that they would be comfortable voicing their opinions in front of others.
Normal focus group exclusions were in place (marketing research, media, and
employment in the federal government, and recent related focus group
attendance). All participants received $100 in appreciation of their time.
Participants
were recruited primarily through the Nanos Online Probability Panel and
supplemented by VAC outreach to their partner/stakeholders and promotion via
VAC social media accounts. Only those who qualified
were invited to participate in the group discussions. Across all groups, 83 participants were
recruited and 63 attended.
All groups were video and audio recorded only for use in subsequent analysis
by the research team. During the recruitment process, participants provided
consent to such recording and were given assurances of anonymity.
Of note, Group 9 was
initially set to be an English group with Veterans residing in Quebec. However,
after several weeks of recruitment efforts, there were no qualified
participants for this group. A decision was made by Nanos and VAC to change the
profile to be a third family/caregiver group in English, which would include
individuals across Canada.
Moderation
Sarah Lafleur,
Moderator, moderated 6 focus group sessions. Levy Muhizi, Intermediate
Moderator, moderated 4 focus group sessions.
All
qualitative research work was conducted in accordance with professional
standards and applicable government legislation (e.g. PIPEDA).
Participant
Profile
DISABILITY PROGRAM
PAGE
About this program
What is needed to
qualify
How to apply
Corrective payments
Additional Information
INDEPENDENCE
PROGRAM PAGE
About this program
What is needed to
qualify
How to apply
Additional Information
Frequently Asked
Questions
|
Discussion
|
Moderator Notes
& Objectives
|
Time
|
|
Introduction
Moderator
introduces self and defines his/her role, the discussion timeframe,
encourages all participants to speak up.
Audio/video
recording announcement (and the presence of observers).
Confidentiality.
There are no right
or wrong answers. I’m interested in your ideas as individuals.
|
To make
participants feel at ease by clearly explaining the process.
|
2 min
|
|
Quick self-introduction exercise
– go through software functionality (“Raise hand” and “Vote” button).
Participants
introduce themselves to the group (e.g., first name and favourite personal
hobby).
Ask participants a yes or no question to test the vote functionality.
(E.g., Do they drink coffee in the morning?)
|
Respondent
warm-up and group bonding.
|
5 min
|
|
Outline the purpose
of the session.
Today, we
are going to get your impressions on Veterans Affairs Canada’s two websites
and to test how clear the information is for two of VAC’s programs. This research
will help VAC better serve Veterans, former RCMP, their families and
caregivers who have not received benefits in the past or present by
communicating more effectively to them about its programs and services. Once
again, there are no right or wrong answers, and we are interested in your
personal views on the different websites.
It is
important to emphasize that the purpose here today is to talk about the
program information and eligibility criteria that is available on the VAC
website for two programs. The subject today is not about the delivery of
these programs. Our objective is only to focus on the web content to see whether or not VAC is communicating efficiently.
|
To explain
the broad subject topic.
|
5
min
|
|
Discussion
|
Moderator Notes & Objectives
|
Time
|
|
MODULE A: DIFFERENT VAC WEBSITES
Are you aware of any
websites for Veterans Affairs Canada (VAC)? If yes, which ones? Any others?
[IF MORE THAN ONE
WEBSITE MENTIONED] What do you think the differences are between the
functions of those VAC websites, or are there any in your opinion?
[IF VETERANS.GC.CA IS
NOT MENTIONED] Have you heard of veterans.gc.ca?
[IF MY VAC ACCOUNT IS
NOT MENTIONED] Have you heard of My VAC Account?
[PROMPT] Which
website do you think is the main website for VAC?
Prior to today, have
you visited any of Veterans Affairs Canada’s websites for information?
[IF YES] How did you
learn about the website(s)?
|
Collect some
high-level intelligence.
|
15
min
|
|
Discussion
|
Moderator Notes & Objectives
|
Time
|
|
Module b: Testing page 1
As you may know, VAC has two websites: veterans.gc.ca
which serves as a hub for information on programs and services as well as
historical information and information related to commemoration activities;
and the My VAC Account which is used for is a service delivery platform used
to apply for benefits and communicate directly with VAC personnel.
Let’s take a moment to look at some web pages:
[SHOW DISABILITY PROGRAM WEB PAGE] Disability benefits - Veterans
Affairs Canada
[POLL 1] Was it easy,
somewhat easy, somewhat difficult, or difficult to understand what the
program is, as described in the “About this program” section?
Why?
[POLL 2] Was it easy,
somewhat easy, somewhat difficult, or difficult to understand what is needed
to qualify for this program?
Why?
[POLL 3] Was it easy,
somewhat easy, somewhat difficult, or difficult to understand how to apply
for this program?
Why do you have that opinion?
(For disability benefits only)
[POLL 4] Was it easy, somewhat easy, somewhat difficult, or difficult to
understand the “Disability pension corrective payment” section?
Why do you have that opinion?
[POLL 5] Would you be likely, somewhat likely, somewhat
not likely or not likely to click on the “additional information” link for
some more information on the program?
Why do you have that opinion?
What information, if any, do you think is missing from
this page?
What recommendations, if any, would you have to improve
the clarity of the information on this webpage? Any other ideas?
|
Anchor views with scores prior to
discussion.
Collect some high-level
intelligence.
Moderator open link on screen
after reading intro, scroll down through web page and outline the sections,
giving participants a chance to skim.
Let them know you will send the
link to them via chat and they can review – paste link into chat.
Give participants about 5 minutes
to read (or less if they finish early) before beginning polls.
Keep the webpage up during the
polls (unless not possible with Zoom).
Launch polls once at a time and
discuss in between.
|
30
min
|
|
Discussion
|
Moderator Notes & Objectives
|
Time
|
|
Module C: Testing page 2
Let’s take a moment to look at the next web page:
[SHOW VETERANS INDEPENDENCE PROGRAM WEB PAGE] Veterans Independence Program
(VIP) - Veterans Affairs Canada
[POLL 1] Was it easy,
somewhat easy, somewhat difficult, or difficult to understand what the
program is, as described in the “About this program” section?
Why?
[POLL 2] Was it easy,
somewhat easy, somewhat difficult, or difficult to understand what is needed
to qualify for this program?
Why do you have that opinion?
[POLL 3] Was it easy,
somewhat easy, somewhat difficult, or difficult to understand how to apply
for this program?
Why do you have that opinion?
[POLL 4] Would you be likely, somewhat likely, somewhat
not likely or not likely to click on the “additional information” link for
some more information on the program?
Why do you have that opinion?
What information, if any, do you think is missing from
this page?
What recommendations, if any, would you have to improve
the clarity of the information on this webpage? Any other ideas?
|
Anchor views with scores prior to
discussion.
Collect some high-level
intelligence.
Moderator open link on screen
after reading intro, scroll down through web page and outline the sections,
giving participants a chance to skim.
Let them know you will send the
link to them via chat and they can review – paste link into chat.
Give participants about 5 minutes
to read (or less if they finish early) before beginning polls.
Keep the webpage up during the
polls (unless not possible with Zoom).
Launch polls once at a time and
discuss in between.
|
30
min
|
|
Discussion
|
Moderator Notes & Objectives
|
Time
|
|
MODULE E: wrap
up
Check in with observers to see if there
are any follow-up items or clarification needed.
Follow up questions for
participants, if needed.
Thank everyone. Explain how incentives will be sent.
|
To establish that objectives have
been reached.
|
3 min
|
