Attend DX indicators sessions

[cthomasONRR]

@eelzi-ONRR @lpgoldstein I took notes on the first accessibility session, but not sure if the session in general was useful. Let me know if I should post them anywhere on Sharepoint.

[AlexandracmONRR]

I attended the Mobile/SEO session, below is the majority of the discussion:

Current way OCIO captures Mobile access:

• Viewport main tag - (BO field in csv) - "False" if not good mobile viewing
• OG Article Published Final URL (AP to AR and AT field in csv)
• Robots.txt is detected (comment: a lot of search engines see the top level but not the sub domains)
• Sitemap.xml is detected

What should they be scanning for Mobile/SEO experience? Possible indicator categories:

• Page load is not fast enough on mobile networks
• Content is not sized correctly for the viewport
• Viewport not set
• Content wider than screen
• Does not have a meta viewport tag
• Does not provide fallback content when JS is not available
• Testing on devices (requirements to do this) - what mobiles are we expected to test on?
• Less reliance on PDF for regulations, use HTML to store information
• Text too small to read
• Clickable elements too close together
• OG Title, Description
• Inclusion of schema.org properties
• [flagged as content category to be covered in 2024] Strengthen language to not duplicate others' information (general content duplication instead of linking out).

[cthomasONRR]

Notes from the Webpage Feedback session today:

• Replacing "Customer" to "Webpage" Feedback
• Webpage Feedback Indicators Intro:
    ○ Example: "Is this page useful?" with links to yes or no. And link to report a problem.
    ○ Seeks to understand webpage-level accessibility, content, and security issues.
    ○ Standardized government-wide.
    ○ Infor will help agencies prioritize top websites and justify the need for resources.
    ○ Does not replace the A-11 CX post-transaction customer survey requirements
• Business Questions:
    ○ Use case for oversight 
        § "Which websites from X agency have received the most positive/negative feedback in the past week?"
    ○ Use case for implementation: 
        § "What mix of positive/negative feedback has my website received in the past week?"
        § Which URLs received this feedback?"
        § "How many thumbs up/thumbs down?"
• What would be appropriate indicators for website content (usefulness, user satisfaction, etc.) collected at the webpage level?
    ○ Tricky to get feedback from humans - getting human help is very important.
    ○ Need to make sure questions are customized and not conflicting/confusing with A-11 customer feedback requirements. Make sure they are more web-specific.
    ○ Clarity between website feedback versus webpage feedback - these are different use cases.
    ○ Findability of content -  ensure users can find what they're looking for - good search functionality.
    ○ Online data analysis tools - "did you accomplish your task?" general feedback
    ○ Clarity of the content, use of plain language, avoidance of governance speak
    ○ Dealing with outliers - how?
    ○ International vs domestic audiences - extreme distrust in government and negative feedback- does one size fits all for data collection even make sense?
    ○ Google Journey functionality - gov-wide tracking between .gov sites (Ex: SSA-Medicare-unemployment)
    ○ Incorporate this tool into usability testing - make sure it's in the right place and users are seeing/using it
    ○ Track fed employee experience as well
    ○ Making sure open-ended question options are available
    ○ Multilanguage within the survey
• How are agencies currently collecting the type of feedback?
    ○ High impact services utilize the new requirements for customer experience survey (A-11) very clear - using this model for other pages as well
        § Weird issue of having HISP and webpage feedback stacked - could be confusing
    ○ Farmers.gov - blue feedback button - 3 broad categories: 
        § tech issue - routes to IT contacts
        § content on site
        § general federal comments not specifically related to site - routes to main USDA website
    ○ General survey with 1-5 star rating and one question
    ○ SSA - was the page helpful: y/n, why (multiple choices), how can we improve. Helpfulness rating for every page.
    ○ CDC - opt-in survey - qualitative - audience, usefulness, trustworthiness. If low ratings, asks why.
    ○ Census - important to be flexible enough to know about trends - combating disinformation. Large educational component to their feedback. Using AI to help process and combat disinformation. Need time and place context to make sure there are no erroneous interpretations. 
    ○ Ag- open-ended questions led to significant changes
    ○ Feedback does not replace user research