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

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IA Feedback - Usability Testing Pre - VAOS refresh #18558

Closed mnorthuis closed 3 years ago

mnorthuis commented 3 years ago

VFS acceptance criteria

Thoughts/questions

-

Feedback

Must:

Should:

Consider:

VSP directions

outerpress commented 3 years ago

Thanks for the feedback Mikki!

I changed the static landing page text back to its current state. Thanks for the background on that. I understand that page is part of a larger set of pages and am talking to @DanielleThierryUSDSVA about potential changes. The current page title/bread crumb will work for now. I'm mainly interested in testing whether moving the CTA up the page a bit will improve things.

The header for the home page is still an issue. In VAOS today the h1 reads "VA appointments" and the breadcrumb reads "VA online scheduling." If we left this as is, the breadcrumb would look like this from the appt detail page:

Screen Shot 2021-01-18 at 3 59 25 PM

My worry is that users will expect clicking "Schedule and view appointments" will bring them back to the home page, since those are the main actions on that page.

It makes sense that the h1 and breadcrumb should match, so we just have to find a new title for the home page. @peggygannon what are your thoughts on this? I dropped in "Manage appointments" as a working title (in the breadcrumb) but am open to whatever works best.

peggygannon commented 3 years ago

@outerpress are you referring to the first page of the VAOS tool when you say home page? .va.gov/health-care/schedule-view-va-appointments/appointments?

outerpress commented 3 years ago

Yep @peggygannon that's right. The shorthand I've been using is:

mnorthuis commented 3 years ago

Hi @outerpress, the recommendation from an IA standpoint for these static pages is that once a user is authenticated, they bypass the static landing page because it doesn't typically provide any value to the user AND for the reason you mention above - it feels duplicative to the actual tool. The primary purpose of static landing pages are for SEO and unauthenticated users. Based on that, then the static landing page is removed from the breadcrumb when you are authenticated, because its bypassed and the user cannot access it anymore. So the breadcrumb when you are in the tool (or scheduling home page as you refer to it) would be: Home > Health care > VA online scheduling > Appointment detail

That is the approach we have been recommending for other authenticated tools.

outerpress commented 3 years ago

Thanks @mnorthuis that makes sense. The VAOS static page might be a bit different than others, as we check on that page if a user is registered at a Cerner facility and redirect them to another portal from that page if so (@laurenernest I'm a little fuzzy on this flow, correct me if I'm wrong here.) Ideally we'd let them pass through the static page if they're authenticated, as you described.

I'm wondering though if we'd lose anything by dropping the breadcrumb to the static landing page once a user is logged in from any source. I'll take a look at those flows. It'd be nice to simplify that breadcrumb trail a bit.

mnorthuis commented 3 years ago

@outerpress I'm very interested in hearing what you find out about this flow...each of these flows from static page to auth tool comes with its own unique circumstances. I'm sure we can find a way to improve the breadcrumb and flow once we have more of the details. Keep me posted!

outerpress commented 3 years ago

(Months later...sorry! Other work took precedence over this.)

@laurenernest I think we just need to update the current breadcrumb (Which says "VA online scheduling") to the use the header for VAOS home ("VA appointments") to call this done.

I want to take a closer look at the breadcrumbs in the detail view, but will create a new ticket for that.

outerpress commented 3 years ago

@mnorthuis here's the new ticket for what we chatted about re: the VAOS thumbnail/detail view concept: https://app.zenhub.com/workspaces/vft-59c95ae5fda7577a9b3184f8/issues/department-of-veterans-affairs/va.gov-team/23104

And we're looking at the h1 and breadcrumb name in this content review ticket: https://app.zenhub.com/workspaces/vaos---productdesign-5fff340c2d80a4000fb6f69c/issues/department-of-veterans-affairs/va.gov-team/23018

I think that covers everything so I'm going to close this one, but let me know if I'm missing anything. Thanks!