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department-of-veterans-affairs / va.gov-cms

Editor-centered management for Veteran-centered content.
https://prod.cms.va.gov
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UX Decision/Change Log for KB [ARTIFACT] #18118

Open MDomngz opened 2 weeks ago

MDomngz commented 2 weeks ago

Description

Document to serve as the UX Decision/Change Log for the Knowledge Base Epic

Where Problem Decision Notes Date POC
KB Landing Users are not aware of the content below the fold Redesign the landing to serve content higher up on the page Based on research, editors indicated that we needed to make layout adjustments to better serve the content Q1 - 2024 (Research)Q2 - 2024 (MVP) Design - MDAccessibility - SRUser Research - Jo (previous team)
KB Area Usage The Drupal environment is not set up for data tracking, making design changes harder to understand Utilizing the HelpDesk tickets as a baseline, we will determine what were the most common tickets issued The top 3 areas indicated - Account SetupBroken LinksTraining Requests Q2 - 2024 (MVP) Data Crunching- MD
KB Landing Editors have specific workflows but struggle to easily access relevant support articles based on their role Create an area on the KB landing that houses all-in-one support by editor role To start we have VAMC and Vet CentersPlans to incorporate additional down the road Q2 - 2024 (MVP) Design - MDAccessibility - SR
KB Landing Links provided on the landing page have been arbitrarily selected and there is a lack of data tracking to understand the usage Utilizing the HelpDesk data, we will push forward the most applicable links to target HelpDesk ticket submittals We will continue to monitor the HelpDesk tickets to see if we are making progress Q2 - 2024 (MVP) Design - MDAccessibility - SR
KB Search Limited feature functionality does not support the search intent for editors leaving users frustrated and buried behind unhelpful results TECH SPIKE Determined that we may require new software for the search featureAwaiting work done with the KB Taxonomy before implementing proposed solutions Q3 - 2024 Design - MDAccessibility - SREngineering - Amanda, Jake
KB Landing Inconsistent layout display between landing page and interior pages for the Knowledge Base Incorporate sidebars to create a visual alley from top to bottom while allowing the editor to navigate and skim unimportant information (placed within sidebars) Creating consistency between the landing and its interior page layout - we want the editor to feel like they have not left the support area with every new screen load Q2- 2024 (MVP) Design - MDAccessibility - SREngineering - Amanda, Jake