Cwa-app-android: Make it easier to call the right help line number

[corneliusroemer]

In Bild, it was reported that people are having difficulties calling the right phone number for help according to a leading doctor: https://www.bild.de/news/inland/news-inland/coronavirus-ticker-aktuell-corona-warn-app-legt-gesundheitsaemter-lahm-70411946.bild.html#fromWall

„Es sprengt alle Dimensionen, die wir je hatten“, sagte die Vorsitzende des Bundesverbandes der Ärzte im öffentlichen Gesundheitsdienst, Ute Teichert. „Die Leute kommen mit der App nicht klar und sie kommen auch nicht klar mit der Telefonnummer, die da angegeben ist.“

Find out what the usability problems are and solve them so that people don't overwhelm the local health authorities and call the central help line instead.

Internal Tracking ID: EXPOSUREAPP-1880

[Leseratte10]

"Die Leute [...] kommen nicht klar mit der Telefonnummer, die da angegeben ist" - what kind of statement is that? The App displays a phone number. How is that different from any other phone number being displayed anywhere else?

How are people unable to handle the corona hotline number [phone], but then are perfectly able to handle a phone number of their local Gesundheitsamt, for example [phone]? This is the exact same thing.

The app even has a BUTTON that directly calls the displayed number for you so you don't even have to write it down and enter it into your phone. It is literally EASIER to call the number in the App than it is to call another phone number.

[gizmo21]

Well less technical educated persons could really have problems entering +49 AND don't recognise a number-Link as "button" (I know persons that don't know want to do when http links are sent in chat clients - but chat all the day otherwise).
+49 could be misinterpreted as foreign number, as one can also call 069 on german mobile phones.

Perhaps putting it in canvas, could visually help.
Also the term "Technische Hotline" could not be recognised as Telefonnummer, perhaps use "Telefonhotline"

Be aware of the full range of users NOT only the polyglott SAP-target group - Please let it check by accessibility experts.

On top, I only see a " technical" hotline (correct me), but it seems people have medical questions so they just try to use the correct hotline.

Shouldn't Telekom-phone-service also be used as first level support for medical questions (for that amount of money per month according to media).
Most obvious question would be: "is my Covid-19 test payed when app says my risk is high"

Medical hotline (atm 116 117 only at end of technical menu) should be placed in top menu next to technical and be linked as easy with canvas Button.

[corneliusroemer]

If there is a UX problem reported widely in the media, I think it should be looked at even if it's not entirely clear yet what could be done in detail. The purpose of this issue is to raise awareness and get people thinking what could be the causes.

[imdatsolak]

I know we technical people understand “+49...” - but in fact most people do not understand that. I think it would make more sense to show the phone number as “0800 ...” - this might sound like nitpicking, but it may reduce support requirements or people having problems with it tremendously... i.e. to say: don’t use international number format, use national (German) phone number format ...

[corneliusroemer]

A reason to use +49 prefix is that it's unambiguous, it always works even if you're not currently on German network or calling via VOIP.

So maybe a compromise is to display 0800 but when tapping to call +49.

I'm not sure that the +49 prefix is what makes it hard to call the technical hotline. One would have to ask Ute Teicher.

[GeblerRalf]

I would suggest to make the announcement "Der Anruf ist kostenfrei." as bold, and shift it more to the top. It also helps to mention, that the call is also cost-free from mobile-device like: "Der Anruf ist kostenfrei (sowohl vom Festnetz als auch vom Handy)".

What about additional putting it directly to the header-text, like "Kostenfreie technische Hotline:". So everybody can see at first glance, that the call is really for free, then the "+49" will not disturb so much any more.