[User flows and navigating] A user flow includes a prominently placed CTA that leads the user out of the primary flow without notifying them or providing a clear way for them to return to the original flow. (03.03.1)

[shiragoodman]

General Information

VFS team name

Decision Tools

VFS product name

Find a VA Form PDF Download Instructions

Point of Contact/Reviewers

Jim Ryan (@jimuhh) - IA

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Platform Issue

A user flow includes a prominently placed CTA that leads the user out of the primary flow without notifying them or providing a clear way for them to return to the original flow.

Issue Details

The problems posed by requiring users to install Acrobat before downloading a fillable form are real, and challenging. But the dual calls to action amid complex text are not a workable solution yet.

Link, screenshot or steps to recreate

VA.gov Experience Standard

Category Number 03, Issue Number 03

Other References

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Platform Recommendation

OK. Here goes....

1. Change modal to say, "You need to install Adobe Acrobat Reader to fill out form xyz"

2. Add calls to action that say:

   • Get Adobe Acrobat
   • Already have it. Give me the form
   • Cancel

3. If they choose "download Acrobat," take them to a new page with big Download Acrobat Now! CTA and simple, 3-step visual instructions for filling out forms w/ it.

4. If they download the form, just let them do that.

VFS Team Tasks to Complete

• [ ] Comment on the ticket if there are questions or concerns
• [ ] Close the ticket when the issue has been resolved or validated by your Product Owner. If a team has additional questions or needs Platform help validating the issue, please comment in the ticket.

[MarciMcGuireGCIO]

This is an issue that we will opt not to address at this time given how long this work has been in progress and the number of times it's been reviewed by various platform teams prior to this review. The Search team may choose to make changes in the future to address this concern.

[jimuhh]

@MarciMcGuireGCIO -- Of course. I understand completely. As you say, the recommendations are suggestions to revisit at a later date, not launch-blocking action items. I understand PDF forms are a joy to nobody and do very much appreciate the work you have done on the online form. Hopefully, VA will follow your lead on that and all these gnarly PDF issues will be just a sad memory. :smile: !