DESIGN: Redesign `Contact Us` form for unauthenticated users

PaulKuykendall commented 6 months ago

Issue description

Currently, when users submit a helpdesk inquiry, it's not immediately clear whether the user is a legitimate domain manager/registrant. Therefore, analysts must first research the user to understand whether they're authorized to receive information about a specific domain. It would be useful for analysts to know upfront whether a helpdesk message came from an authenticated user who is associated with the domain they're inquiring about.

Issue #2011 designs a Contact flow for authenticated users, which creates an opportunity to simplify the unauthenticated flow (get.gov) and guide users towards the authenticated experience.

REQUIREMENTS:

Clearly direct users who land on this page to Log In, if they are contacting about an existing domain or domain request.
Include the ability to ask about "Having trouble logging in?"
Reduce the options on get.gov form to general questions that are applicable to a non-user of the registrar.

Acceptance criteria

Design changes to get.gov Contact Us form:

[ ] clearly directs existing users to log in so that they may inquire about a particular domain or domain request.
[ ] includes topic "Getting a new .gov domain"
- [ ] on selection/expansion, provide links to information page, and prompt "Still have questions??"
[ ] includes topic "Comments about the 'get.gov' website"
[ ] includes topic "Having trouble logging in?"

Additional context

Link to Miro Markups

Links to other issues

Discovery: #1930 Blocked by: #2011 (Contact Us for authenticated users) (2011 and 2099 should probably be worked together)

PaulKuykendall commented 6 months ago

In 4/30 product design huddle: Paul: Consider Touchpoints (GSA) to see if that may be useful.

It is reasonable to completely replace the MS forms with bespoke code.

Look at actual data for incoming message types

vickyszuchin commented 6 months ago

Refinement label added: the scope and ACs may need to be updated base on lessons learned from #2011

vickyszuchin commented 6 months ago

"blocked" label added: dependency on 2011 (not slotted in a sprint yet).

cisagov / manage.get.gov