[Epic] Content + IA Review for new VA.gov unsubscribe page from VANotify notifications

natashaj7 commented 2 years ago

What does your team need support for? Check all that apply.

[x] Launching one or more new unauthenticated (static) VA.gov pages
[ ] Making revisions to one or more existing unauthenticated (static) VA.gov page
[ ] Launching a new online form, app, or tool on VA.gov
[ ] Making revisions to an existing online form, app, or tool on VA.gov
[x] Something else (please add details in the next question)

What do you need help with?

[x] Content support
[x] IA support

Please describe your need and provide any additional documents and/or links that will help us help you. If we need to add a react widget to a page, be sure to provide the code here.

We'd like to add a page on VA.gov that confirms a Veteran has unsubscribed from VANotify's emails. The Veteran will click the unsubscribe link from a VANotify email, and be directed to this page confirming they have been unsubscribed. The page will contain:

buttons that take them to look at email preferences on va.gov
the veteran email
the email thread they are unsubscribing from

Design intent Collaboration Cycle Kickoff

Supporting Artifacts

Please provide supporting artifacts as available.

Link to product outline: https://github.com/department-of-veterans-affairs/va.gov-team/blob/master/platform/product-management/product-outline-template.md
Link to or attach user flows:
Link to prototype or mockups: Unsubscribe Unsubscribe Other Selected Unsubscribe Final

Mobile View	Final Mobile View

Unsubscribe Error

Unsubscribe other possible design with new line

Link to any epics/issues that may be helpful: Design intent Collaboration Cycle Kickoff

Will this work be going through the Collaboration Cycle?

[x] Yes
[ ] No

When does this work need to be done?

Estimated launch date: TBD
Estimated staging review date: TBD
Content and IA work needed by: TBD

Do you plan to bring this to an upcoming content office hours session?

[ ] Yes, benefit content office hours (Thursdays, 3:00 p.m. to 3:45 p.m. ET)
[ ] Yes, health content office hours (Thursdays, 11:00 a.m. to 11:30 a.m. ET)
[ ] Yes, unauth office hours (Mondays, 11:00 a.m. to 11:30 a.m. ET)
[x] No, but I'd like to schedule time to talk about this request
[ ] No, let's work asynchronously and meet if needed

Note: If we think this work would benefit from a collaborative session with you, we may ask you to bring it to office hours or set up a separate time to meet.

About your team

Team name: VANotify
OCTO-DE product owner: Beverly Nelson
Product manager: Maria Becker
Designer: Natasha Jimenez
FE engineer: Filip Fafara
Product/team Slack channel: #va-notify-public

Next steps

Once you’ve submitted this ticket, please post a link to this issue in the #va-sitewide-content Slack channel and tag @RLHecht.

If you also need engineering support from the Public Websites team, fill out their intake request form.

If you need a page/URL redirected, a URL changed or a vanity URL set up, please submit a Redirect, URL change, or vanity URL request

lunascoop commented 2 years ago

Hi @miabecker! @RLHecht and I are working on content recommendations for the mockups and have some follow-up questions. Can we chat with your team tomorrow (12/6) or Wednesday? Let me know your availability. Thanks!

mnorthuis commented 2 years ago

@natashaj7 @miabecker I also have a number of questions on this work and how it will relate to and flow into profile. Have you met with anyone in the auth experience team about the profile functionality that this references yet?

It seems as though we could use a working session to talk through this.

miabecker commented 2 years ago

@lunascoop yes open to a conversation. Apologies didn't see your ask until now. I have time 1:30, 3:00pm EST tomorrow. And then 2-5 on Tuesday and 2:30 on Wednesday. Maybe @mnorthuis you can join too so we can hash it together. Let me know what you think cc: @natashaj7

mnorthuis commented 2 years ago

@miabecker I set up time for us to go through the flow and connection to Profile Notification Settings on Friday morning.

miabecker commented 2 years ago

Unfortunately, I won't be in the office on Friday. I provided some times for tomorrow and next week that might work.

On Wed, Dec 8, 2021 at 5:05 PM Mikki Northuis @.***> wrote:

@miabecker https://github.com/miabecker I set up time for us to go through the flow and connection to Profile Notification Settings on Friday morning.

— You are receiving this because you were mentioned. Reply to this email directly, view it on GitHub https://github.com/department-of-veterans-affairs/va.gov-team/issues/32980#issuecomment-989264385, or unsubscribe https://github.com/notifications/unsubscribe-auth/ARTMDO5RY5SERJ2VEVEDAHTUP7JBXANCNFSM5IFMHPDQ . Triage notifications on the go with GitHub Mobile for iOS https://apps.apple.com/app/apple-store/id1477376905?ct=notification-email&mt=8&pt=524675 or Android https://play.google.com/store/apps/details?id=com.github.android&referrer=utm_campaign%3Dnotification-email%26utm_medium%3Demail%26utm_source%3Dgithub.

-- Maria Becker Product Manager Pronouns she/they Email @.*** Telephone +1 234 567 8910 <+1+234+567+8910> [image: Thoughtworks] http://www.thoughtworks.com/?utm_campaign=maria-becker-signature&utm_medium=email&utm_source=thoughtworks-email-signature-generator https://www.thoughtworks.com/careers/lgbtqia-in-tech?utm_source=email-signature&utm_medium=email&utm_campaign=brand

lunascoop commented 2 years ago

Hi @miabecker! @RLHecht and I are available at 3pm to discuss the unsubscribe process. I can send out an invite. @natashaj7 and @mnorthuis are you available?

miabecker commented 2 years ago

Mikki sent through an invite to us for 3:00pm. Maybe she can add you to the invite?

M

On Thu, Dec 9, 2021 at 9:25 AM lunascoop @.***> wrote:

Hi @miabecker https://github.com/miabecker! @RLHecht https://github.com/RLHecht are available at 3pm to discuss the unsubscribe process. I can send out an invite. @natashaj7 https://github.com/natashaj7 and @mnorthuis https://github.com/mnorthuis are you available?

— You are receiving this because you were mentioned. Reply to this email directly, view it on GitHub https://github.com/department-of-veterans-affairs/va.gov-team/issues/32980#issuecomment-989900351, or unsubscribe https://github.com/notifications/unsubscribe-auth/ARTMDO755J3R47QQAJI26GLUQC36ZANCNFSM5IFMHPDQ . Triage notifications on the go with GitHub Mobile for iOS https://apps.apple.com/app/apple-store/id1477376905?ct=notification-email&mt=8&pt=524675 or Android https://play.google.com/store/apps/details?id=com.github.android&referrer=utm_campaign%3Dnotification-email%26utm_medium%3Demail%26utm_source%3Dgithub.

-- Maria Becker Product Manager Pronouns she/they Email @.*** Telephone +1 234 567 8910 <+1+234+567+8910> [image: Thoughtworks] http://www.thoughtworks.com/?utm_campaign=maria-becker-signature&utm_medium=email&utm_source=thoughtworks-email-signature-generator https://www.thoughtworks.com/careers/lgbtqia-in-tech?utm_source=email-signature&utm_medium=email&utm_campaign=brand

mnorthuis commented 2 years ago

@lunascoop I will add you and @RLHecht to the 3 and hopefully we can get through all topics.

mnorthuis commented 2 years ago

@miabecker @natashaj7 I have some proposed modifications to your flow that I'd love to get your thoughts on. Let me know if you have questions on this, or if you want to talk through any of these. Finalizing the flow should be done before we can finalize IA and content team can do their work.

I recommend the flow does not instantly unsubscribe the user when they click on the link in the email and instead shows them what they are unsubscribing from and allow them to confirm. This would help prevent accidental unsubscribes, and ensures the user understands exactly what they are unsubscribing from before committing.
The confirmation message displayed will be dependent on what they decide to do - you are successfully unsubcribed or you remain subscribed (exact verbiate TBD). The confirmation message page is also where a future unsubscribe reason survey would go.
From the confirmation page, the user has 3 options - 1) stay subscribed (resubsribe) 2) Link to profile notification settings (there are no email settings there as of yet) 3) Link to My HealtheVet to manage those email settings.
Elevating the MHV option in the experience is so users don't have to log into profile to then just link over to MHV, and also exposes it for those users that don't have a VA account.

mnorthuis commented 2 years ago

@natashaj7 @miabecker Wondering if you have any questions or feedback on the above? We will need flows finalized before we can move forward on this work. Thank you!

miabecker commented 2 years ago

@mnorthuis thank you so much for your thoughtful engagement on this. I read your feedback and found it helpful. Let me review with our UX Designer and Tech Lead and get back to you. Appreciate your engagement.

natashaj7 commented 2 years ago

@mnorthuis As Maria said, thanks again for your thoughtful engagement and feedback.

We incorporated and tested some of your suggestions in the research sessions we are conducting with Veterans. From what we have gathered so far:

Veterans appreciate the unsubscribe confirmation page as it is and do not feel a need for a confirmation page in between, but appreciate having the subscribe again button on the confirmation page in case of an accident. We will continue testing this with a few more Veterans in the coming weeks. I would also like to have more clear language in the sentence where the unsubscribe button is to make sure they know what they would be unsubscribing from.
- There was confusion with a couple of Veterans about whether they were unsubscribed before they submitting the survey on the confirmation page, though several did appreciate being able to give that feedback.
We tested having two buttons for each of the notification settings portals under manage notification settings as follows:

Veteran response was that it was very clear where each would take them and what preferences they could control from each but when asked to elaborate that expectation, it was incorrect. They expected to manage more newsletter type preferences from VA.go and their health notification preferences from My HealtheVet. Considering Veterans can access My HealtheVet from the VA.gov preferences I would lean towards keeping that as a single button to manage preferences so that they don't go into the wrong portal to manage the preference they unsubscribed from and then have to come back out.

Thoughts? We are continuing to test this with users and have a few more interviews left if any additional questions arise.

mnorthuis commented 2 years ago

Oooo! So glad you were able to check on these in research! Thank you for the updates!

A few thoughts/responses on the above 1) If users were comfortable with this, then that is great. Thank you for testing. Another option could possibly be to place the survey on the first page for them to indicate a reason and then click unsubscribe - that seems to be a very common way sites do that and may help with some of the survey confusion that you bumped into. Just a thought for future reference.

3) In regards to the 2 buttons, the reason for adding the MHV button is two-fold

VA.gov profile does not allow you to update the health notification preferences, only appointment reminders. Profile just provides a link to MHV.
Not all users have a VA.gov account, so forcing them to go that direction would require them to create an account to then run into issue 1 and have to link over to MHV
- I think getting the button labels a bit tighter may help with that, but I do think that we need to acknowledge the fact that not all visitors getting email notifications about health content have a VA.gov account.
- also, I don't think these can be buttons, I think they should be links, check with design.

mnorthuis commented 2 years ago

Two (hopefully) final questions for you:

a) I am assuming you are passing in parameters to identify the user and the email communication they are unsubscribing from? I can assign a core URL, you will add on the necessary parameters.

b) what is the experience when they re-subscribe? Does the same page refresh with a new H1 and messaging? I recommend a convo with accessibility and content to make sure those headings are clear with a page refresh.

FYI, I can't entirely tell what headings you are using, but they appear to both be H1s which we can't have. However, I'm not a designer :-) so maybe they are subtly different.

natashaj7 commented 2 years ago

@mnorthuis

I'd love to hear your suggestions for what the language could be to improve the button labels.
We did discuss whether these should be buttons or links with the design team. Since they do open up a modal rather than navigate to another page, they should be buttons unless a user is already logged in, in which case they will be links.
Yes, that's correct we will be passing in parameters to identify the user and the email communication. Thank you!
I will attach a design for the resubscribe page. The headings are H2s.

RLHecht commented 2 years ago

@miabecker Wanted to follow up on this. Could you please post the updated user flows and the pages we need to do the content review on so we can take a look again? Thanks!

miabecker commented 2 years ago

@RLHecht we just finished our user research last week so will be sharing our insights, updating flows and uploading accordingly shortly cc: @@natashaj7

mnorthuis commented 2 years ago

Hi @miabecker and @natashaj7, just checking in on this. Ideally we would want to have some general IA and content complete before you go into user testing, as those things can impact your user's understanding and ability to navigate. When do you think you will have revised flows and mocks? Are you planning to do any additional user research?

natashaj7 commented 2 years ago

Hi @mnorthuis thanks for checking in. I will add the revised flows and mocks by end of day today. Seeing we had several rounds of UI research on the unsubscribe pages and flow, we do not plan on doing additional research at the moment.

natashaj7 commented 2 years ago

We have wrapped up user research and updated the user flows diagram:

Based on research, participants prefer being unsubscribed right away after clicking unsubscribe, with the option to subscribe again from that page.
I removed the survey as participants were not clear that they were already unsubscribed before needing to submit the survey.
When testing the UI with the two different options for managing the notification settings, we found participants did not have a clear understanding of what they could find within each of the settings and it caused confusion. There was a preference for having one button that takes them to the setting related to the communication item they just unsubscribed from. We decided to move forward with this as there is a link to the other settings portal within VA profile.

Here are the updated unsubscribe pages:

Unsubscribe Successful

Unsubscribe Succesful

Unsubscribe Unsuccessful

Unsubscribe Unsuccesful

Resubscribe Successful

Resubscribe Succesful

When Logged in, subscription preferences button becomes link

Logged In State

mnorthuis commented 2 years ago

@miabecker @natashaj7 Is your team planning to render the unsubscribe and the resubscribe pages as separate pages or as 1 page with dynamic messaging? This will impact the URLs. I do not want to create a URL with the word "unsubscribe" if the resubscribe scenario is using the same page.

natashaj7 commented 2 years ago

Hi Mikki, Oddball was awarded the contract to move forward with design and development on VANotify which means they will take over this process moving forward. The transition time was tight and having been on vacation last week, today was my only day to do all the design knowledge transfer to the new team, so apologies for not having the time to respond to all comments, but I'm sure the new team will be wonderful stewards moving forward. CCing @hubgitian @miabecker Thanks for the collaboration and thoughtful discussion thus far. It's been really interesting to learn more about design practices at the VA through this process. Wishing all the best in this transition and to the new team stewarding this tool.

mnorthuis commented 2 years ago

Blocking completion of this issue until we can reconnect with team. Please give me a shout when the team is ready to jump back on this and finish it out.

hubgitian commented 2 years ago

@mnorthuis Thanks for the reprieve Mikki. Our new team is just spooling up and it's a bit like trying to take a drink from a firehose getting all the context necessary to carry on the prior team's work but I promise to reach out as soon as we get our feet under us. cc:@ElissaFolk, @Eallan919

mnorthuis commented 1 year ago

Hi @hubgitian @ElissaFolk @Eallan919! It's been quite some time, wondering if this is still on your roadmap and if so when it is planned?

bevnobev commented 1 year ago

Hi @mnorthuis This is on our radar and tentatively the plan is to look at this in Q3 CY2023

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