• Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Be the first to comment
    Be the first to like this
No Downloads


Total Views
On Slideshare
From Embeds
Number of Embeds



Embeds 0

No embeds

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

    No notes for slide


  • 1. Renewing a Health Card in Ontario Why the online process is broken
  • 2. Step 1:I Google “how to renew a health card.” Two links appear that look relevant to mysearch, and I trust that I’m headed in the right direction because the governmentshould understand Search Engine Optimization (SEO) and have the most relevantlinks appear for my search.
  • 3. Step 2:I click on the top link and come to this page. So far, so good…
  • 4. Step 3:I want to fill out the forms and make sure I have the right documentation before Ivisit the ServiceOntario centre. But when I try to click on the links in steps 2 and 3…
  • 5. Step 4:I am told “Page Not Found” – the links are dead.
  • 6. Step 5:I return to the previous page and click on the ServiceOntario link.
  • 7. Step 6:I come to this page, and click on the “questions and answers page” because it saysI’ll be able to figure out “what documents to bring.”
  • 8. Step 7:Hmm. I’m still looking to renew a Health Card - for the form and for the proof ofidentity documents. I look through the list of FAQs, and I don’t see anything relatedspecifically to a renewal, like what I found on the previous site. The first question,“How do I get an Ontario health card?” is the closest, so I take my chances.
  • 9. Step 8:Okay, same information as what I found on the previous site. Sigh. But likely I’m onthe right page now, and the links to the form and document list will work…
  • 10. Step 9:I get to a page about the original documents form.
  • 11. Step 10:Success! The form!
  • 12. Other issues• When I contacted ServiceOntario via Twitter, I was told the links on the original page were fixed, when in fact I was sent a different link. The links in the page that comes up when one searches Google are still broken. – Link ServiceOntario sent where form links work: http://health.gov.on.ca/en/public/publications/ohip/r enew.aspx – Link from Google where form links are broken: http://www.health.gov.on.ca/english/public/pub/ohip /renew.html
  • 13. Other issues, cont’d…• To make matters worse, when I clicked “Complete a Health Card Renewal” in step 2 again, I came to a page with a list of links to the form that were all broken! I tweeted ServiceOntario again, and in the course of writing this, they came back online. http://health.gov.on.ca/en/publi c/forms/ohip_fm.aspx
  • 14. Conclusion• The web site isn’t well managed. This isn’t the first time I had this issue. I went looking for this information a month ago and the links were dead then, and I thought it was an anomaly.• It shouldn’t have taken me 10 click-throughs/steps, plus all of the aggravation and uncertainty, to find the information I need. I assume this is a pretty standard request that should be more front and centre.• SEO needs to be properly administered to ensure Canadians are getting the right links when they search for the information.• I am a university educated communications specialist and my husband is an environmental engineer. We went through this process to renew our 16-year-old son’s Health Card. If we couldn’t figure it out, how could an elderly person who isn’t familiar with the internet, or a young person, or someone with mediocre to poor literacy skills?