Update our No Reply message

[YedidaZalik]

As a message recipient, I need to understand that Notify cannot respond on behalf of the message sending organization.

WHY are we building? Many recipients find the email address for GC Notify and contact us for support related to the message. Then they receive this message. WHAT are we building? A plain language reply from Notify that clearly explains our limitations and possibly builds trust in government (?) VALUE created by our solution Less frustration for recipients and fewer support tickets of this nature.

18 support tickets in the past 4 months mentioning biometrics, as an example of impact this is having

Acceptance Criteria** (Definition of done)

To be refined through discussion with the team

Given a recipient is trying to communicate with a sender through Notify, when we reply to the recipient, then they understand that Notify cannot assist them.

If this user story emerged from User Research insights:

• [ ] Since audience for this is recipient, our message is accessible to reader with Grade 7 literacy level in both English and French

• [ ] Link research insight back to hypothesis from Epic or Objective in Airtable

• [ ] Once change/fix/feature is implemented, mark insight as "resolved" in Airtable

• [ ] Once change/fix/feature is implements, link insight to design artifacts (Figma) in Airtable

• A11y

• Bilingualism

• Privacy considerations

• Security controls in place

• Measuring success and metrics

QA Steps

• [ ] Tested in a realistic production scenario

[yaelberger-commits]

@YedidaZalik this could be another content task to look at soon

[YedidaZalik]

@yaelberger-commits agreed! And possibly kind of pressing?

[yaelberger-commits]

Yes, @YedidaZalik becoming more urgent with higher volume use cases, etc. We will bring this forward likely next week for refinement. Feel free to add ideas or acceptance criteria to the card until then

[YedidaZalik]

Thanks @yaelberger-commits I've added one criteria and may add more if I think of some

[yaelberger-commits]

Hey team! Please add your planning poker estimate with ZenHub @adriannelee @amazingphilippe @YedidaZalik

[YedidaZalik]

Attaching my notes including slack thread with UK Notify https://docs.google.com/document/d/1k15RjiA5WKF8bpvU1xktGc_ypH9xT_9BXGy-5sNUgww/edit#

[YedidaZalik]

Quick 4 slide summary of the situation: https://docs.google.com/presentation/d/1kBmhnHlry-o2HdEwzzv1V_M-2bv1z30eNY0poOXsDTI/edit#slide=id.g14323b3fc4a_0_0

[YedidaZalik]

Airtable shows that 96 of the 245 live services have reply-to addresses.

[yaelberger-commits]

Previously, the team blocked people from being able to respond to no-replies altogether, but people then have been going to our Contact Us form. Just some context https://gcdigital.slack.com/archives/CNWA63606/p1614605589041700?thread_ts=1614548279.039700&cid=CNWA63606

[YedidaZalik]

Started reviewing earlier work in this card Discussed with Yael in slack and for now, keep the scope to just improve the no-reply message content itself. Working in this document https://docs.google.com/document/d/1V28Q4ExfqaeeSTRMQ0D8aHJKhOP8usLFOvsXO0L4j4g/edit?tab=t.0