Social Security Tribunal of Canada

Website user testing results – December 2020

To help us improve our website, we conducted user testing with various people to find out what they thought of our current website. The user testing results will directly inform our website redesign. All this feedback is very helpful to make our site more user-centric and task-focused.


Who did we talk to?

pie chart of user testing results percentages
Text version
Appellant 63%
Legal representative 20%
Non-legal representative 11%
Other 6%

We also consulted internally with members and front line staff, including our navigators, registry officers and call centre employees who deal directly with users of our system.

We also asked people about 10 typical tasks to help determine if they can easily find what they are looking for. Here’s an overview of the users’ success rate for each task:

overview of the users’ success rate for each task
Text version
  • 24% - List of documents you need to send.
  • 38% - How long to get decision.
  • 0% - Change representative.
  • 7% - Help with appeal in Victoria, BC.
  • 6% - Rescind or amend.
  • 15% - Find out if there are any fees involved.
  • 39% - Form for OAS GD.
  • 14% - Find out who will be at the hearing.
  • 45% - Get an interpreter.
  • 36% - How to update your contact info.

We also asked if they have found anything difficult/confusing about the appeal process. Here are some of the responses:

Text version
  • Information relevant to the appeals process is difficult to find
  • Knowing which division to contact is confusing
  • SST’s website is confusing to use
  • Some participants noted they did not find anything confusing
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