Content Review/Update from Contact Center Support Team

[clantosswett]

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

• [x] Making revisions to an existing online form, app, or tool on VA.gov

What do you need help with?

• [x] Content support

Please be specific about the content or IA support you 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.

Currently the Veteran Survey Tool (medallia survey modal) does not include crisis language notifying the veteran to not fill out the form if they are experiencing a crisis. We would like to add content to indicate this on all surveys shown on VA.gov.

Will this new product be released incrementally (for instance 25% of users initially)?

• [ ] Yes
• [x] No

Note: If you checked yes, we'll reach out to discuss details about the content in the react widget.

When do you expect to launch your product to 100% of users?

The product is already launched but we'd like this content to go out as soon as possible, preferably taking no longer than a month.

Please provide an estimated date so our team can create other relevant tickets.

Supporting artifacts

Please provide supporting artifacts as available.

• This image is a mockup done by VEO stakeholders.

• The word document is draft introductory language created by our team based on the text use for the chatbot. Survey Intro Text Draft.docx

Will this work be going through the Collaboration Cycle?

• [x] No

When does this work need to be done?

• Estimated launch date: February 1
• Estimated staging review date: Jan 30th
• Content and IA work needed by: Jan 27th

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

• [x] 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:
• OCTO-DE product owner: Chante Lantos-Swett
• Product manager: Anita Middleton
• Designer:
• FE engineer:
• Product/team Slack channel: VSP-contact-center-support

Next steps

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

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

[aliyahblackmore]

Hi @clantosswett - my name is Aliyah and I'm a writer on the sitewide content team.

We’re reviewing this and will get you content feedback and make sure it aligns with other safety (emergency/crisis) messaging.

We just have a few questions:

1. Do you all have a more up to date mock up that we should look at?

2. I noticed that there was an estimated staging review on January 30. Was there any feedback from that review that we should consider?

3. It seems like there are some other content needs outside of the safety messaging, we just want to confirm that we're commenting on all that you need. For example, the word document has some text along the lines of "Thank you for your feedback" as well as text regarding details about personal information, in addition to the emergency/crisis content. Where on the survey do you all imagine this content going?

Thanks so much and looking forward to collaborating on this!

@laurwill FYSA

[clantosswett]

Hi @aliyahblackmore! Here are the answers to your questions. Let me know if you need anything else.

1. I probably should have been clearer but the mockup was provided to us by a stakeholder (VEO). The top paragraph of the image was their suggested language for handling the crisis language. We don't have any updated mockups with new language as we are waiting for guidance from your team on how to proceed. The word document was our attempt to adapt what VEO provided to make it more user friendly. But we'd expect the text to go where it is indicated in the mock up, but with updated language approved by the content team. I hope that makes sense.
2. That staging review didn't happen because we never received feedback on content. The product is live and the only change we are looking to make is content specific.
3. Yes, we'd like feedback on everything we provided in the word document and we expect that language to go where the crisis language is shown in the mock up (provided by our stakeholder, VEO).

[aliyahblackmore]

Hi @clantosswett - thanks so much for this information!

We should have an update for you early next week. We’re about to get research findings from a similar piece of crisis message content, so we’d like to make sure that this aligns.

These are two more questions:

1. Would you all be open to other small content suggestions outside of the crisis message and content in the word document? For example, we noticed there isn't a header on the survey modal.

2. Will the OMB number, Paperwork Reduction Act, and estimated time details appear at all on the survey modal? We noticed that these details don't currently appear there.

(@laurwill FYSA)

[clantosswett]

Sounds good! Yes, we are open to any and all content suggestions. There may be some constraints vis-a-vis adding a header but that is something we can determine. And we will be adding PRA information but it won't be as shown in the mockup. Our plan is to mirror the approach on VA.gov online forms with the information shown (below) visible at the bottom of the survey. Please let us know if you see any issues with this.

Thanks!

[aliyahblackmore]

Hi @clantosswett - thanks so much for this information!

This is drafted content of our initial direction for this request. We also have a few additional questions.

These are just a few notes on the content:

• We included a header suggestion for the survey modal and included the requested crisis content.
• We would use aria labels for any telephone numbers.
• We also included the details about not sharing personal information after the first question on the survey.

Content suggestions:

H1 We need your feedback We use your feedback to make this website better for you and all Veterans. We keep your feedback confidential. Only give us feedback here if you don’t need a response. If you need a response, use one of these options:

• If you’re in crisis or having thoughts of suicide, call the Veterans Crisis Line at 988. Then select 1. Or you can text 838255. • If you think your life or health is in danger, call 911 or go to the nearest emergency room. • If you have questions about your VA benefits or health care, contact us now. Learn how to contact us

[After question “What task were you trying to complete today?”] Note: To help protect your identity, don’t enter any personal information. This includes your name, address, Social Security number, or any information that can identify you.

Additional questions:

• We're aware the space on this survey is tight and it would be great to see the length in the design. Would it possible to see our suggested content in a mock up?
• When someone selects the button/link for the Privacy Statement Act in the survey, will a new modal open for that screen? When someone selects the Privacy Statement Act button/link from a forms page (for example, on the disability claim form page) a new modal opens.
• Which version of the Privacy Statement Act will you all include a link to? We noticed that the content in the statement on the "File for disability compensation with VA Form 21-526EZ" page is different than the content in the statement that is linked on the "Apply for VA health care" page (this statement mentions "eligibility for benefits").
• We also noticed that there is another survey modal on VA.gov. This is a screen capture. Is this a VEO survey and do we need to consider how this content may apply to that survey as well?

Thanks so much for your collaboration on this!

(@laurwill FYSA)

[aliyahblackmore]

Hi @clantosswett - I just wanted to follow up on this ticket.

Let us know if you have any questions about our above content suggestions, comments, and questions.

Thanks for your collaboration on this!

[clantosswett]

@aliyahblackmore I have seen and reviewed this. We are meeting with the team to start mocking up what this might look like and will come back and share that once we have it. Probably not until next week. Thanks!

[clantosswett]

Hi all - sorry for such a delayed response on this. Below are the three options we have from the Medallia team and VEO. My preference would be the first listed option but I would love your expertise in terms of user experience or if there are ways we can adjust to shorten the content given the small space available for this content. Thanks! @ianMcCullough-ob @ATMiddleton

Introduction followed by Crises language on the header of survey, and OMB + PRA language as footer.

Crises Language on the header of survey (no introduction language), and OMB + PRA language as footer.

OMB and Crises language on the header of survey (no introduction language), and PRA language as footer.

[aliyahblackmore]

Hi @clantosswett - thanks so much for sharing these mockups with us!

We reviewed them and these are just a few comments and questions from us:

1. We recommend using the first option with the "We need your feedback" header at the top and the OMB info in the footer.
2. Do the mockups show the intended text styling? The header looks like normal bolded text instead of header styling, and the survey questions are in larger font than the header. The body font size on the top section also looks smaller than the minimum for body text on VA.gov.
3. Site style doesn't punctuate headers or hyperlinks, so we'd remove the periods after the “We need your feedback” header and "Learn how to contact us" link.
4. All telephone numbers need aria labels for accessibility.
5. To save space and align with current safety messaging across various products, we suggest including only the phone contact info for the crisis line and homelessness bullets and removing the URLs. (If you do include the websites for these resources, these would be link text with the destination and purpose like "Go to the National Call Center for Homeless Veterans website" instead of the URL.)
6. We suggested text in our above comment that goes after the first question “What task were you trying to do today?” Was that included in the mock up?
7. We're also curious about the inclusion of the National Call Center for Homeless Veterans information. We haven't included this in recent crisis and emergency content. Has there been any survey feedback/results or research that points to folks wanting more information about resources?

We also had a few questions in our previous comment.

Thanks so much for your continued collaboration on this!

(@laurwill FYSA)

[clantosswett]

1. Do the mockups show the intended text styling? I need to chat with my team about how we customize the text to make sure the text styling matches up. Tagging @ianMcCullough-ob and @aubreyarcangel for awareness.

2. Site style doesn't punctuate headers or hyperlinks, so we'd remove the periods after the “We need your feedback” header and "Learn how to contact us" link. Noted. We will make sure that is removed.

3. All telephone numbers need aria labels for accessibility. Also noted. Flagging @aubreyarcangel here as well.

4. To save space and align with current safety messaging across various products, we suggest including only the phone contact info for the crisis line and homelessness bullets and removing the URLs. (If you do include the websites for these resources, these would be link text with the destination and purpose like "Go to the National Call Center for Homeless Veterans website" instead of the URL.) Our partners at VEO/VSignals had asked we include the websites. I will go back and say that we don't typically include this as part of their messaging and see what they say.

5. We suggested text in our https://github.com/department-of-veterans-affairs/va.gov-team/issues/52172#issuecomment-1432120509that goes after the first question “What task were you trying to do today?” Was that included in the mock up? It was not but will be.

6. We're also curious about the inclusion of the National Call Center for Homeless Veterans information. We haven't included this in recent crisis and emergency content. Has there been any survey feedback/results or research that points to folks wanting more information about resources? This was another request made by the VEO/VSignals group. I don't believe there is any specific data that pointed to the need to share this but we can chat with them about this.

Thank you for all this feedback. As to the other questions from previously, the privacy act won't be linked so those questions are no longer relevant. One we agree to final changes, those will be applied across all VA.gov surveys.

Thanks, Chante

[laurwill]

Thanks @clantosswett ! Just to clarify on number 4 — we do sometimes include a link to the Crisis Line website (like in the modal you can open from the crisis line link in the VA.gov header). But in space-limited content like this, we use just the phone number, or the phone and text options. And existing homelessness help content like the info alert on the housing hub page only includes the phone number.

[aliyahblackmore]

Hi @clantosswett !

There's a recent accessibility ticket that flags the paragraph of “legal” text on the survey.

This is a screen capture of that text:

We have two additional questions for you:

1. This text on the live version of the survey is different than the text in the original artifact mock up you shared with us in this ticket. Is the version in the artifact mock up what you all are planning to use?

This is a screen capture of what you originally shared:

2. Are there any specific requirements for how this legal text is displayed on this survey?

Thanks so much!

@laurwill FYSA

[aliyahblackmore]

Hi @clantosswett - I just wanted to follow up on this ticket:

1. If you have the updated mock up based on our last set of feedback, would you be able to share that with us?
2. We have two questions for you in this above comment on some of the legal text in the survey. Could you let us know which version of the legal text you all are planning to use and if there are any specific requirements for how this legal text is displayed on this survey?

Thanks so much!

[aliyahblackmore]

Hi @clantosswett !

I'm just circling back to this ticket again as our accessibility specialist, Sara Smith, recently shared some notes from a meeting this afternoon. Her notes include a link to the Medallia modal in staging. She mentioned that the meeting was to address some technical issues that have prevented the launch of the crisis content in the modal.

Staging link from Sara Smith

Since Laura and I worked on this initial request for crisis content, I just want to circle back, since this modal will be launching soon, and finalize the content.

---

These are screen captures of the modal is staging (taken a few minutes apart), including the crisis content we previously shared with you:

Just a few notes/questions:

1. Did you get any updates about the header style? As I mentioned in a previous comment, the header looks like normal bolded text instead of header styling. And we just want to be sure that the survey questions won't be larger font than the header. In the second screen capture, the body font size on the top section also looks smaller than the minimum for body text on VA.gov.
2. We suggested text in our https://github.com/department-of-veterans-affairs/va.gov-team/issues/52172#issuecomment-1432120509 comment that goes after the first question “What task were you trying to do today?” Will this be included in the mockup/staging? This was the suggested text:

Note: To help protect your identity, don’t enter any personal information. This includes your name, address, Social Security number, or any information that can identify you.

3. To save space and align with current safety messaging across various products, we suggest including only the phone contact info for the crisis line and homelessness bullets and removing the URLs. Based on your previous comment, it seems like the URLS may have been a request from your VEO/VSignals partners. Did you get an answer from them about whether these URLs will need to be included? If you all do need to include the URLs for these resources, we'd suggested link text with the destination and purpose like "Go to the National Call Center for Homeless Veterans website" instead of the URL.
4. It seems like the phone numbers with the aria labels are bold. We don't bold phone numbers across content on VA.gov. Is it possible to remove the bold style on the phone numbers?
5. And we just had a last question in a previous comment regarding the legal text in the survey. Could you let us know which version of the legal text you all are planning to use and if there are any specific requirements for how this legal text is displayed on this survey?

Thanks so much for your continued collaboration!

FYSA @laurwill

[coforma-terry]

Hey @aliyahblackmore - can we confirm the status of this and assess if it's been implemented?

[aliyahblackmore]

Hi @coforma-terry - we're still waiting on an update/ reply from Chante on this. [edit 12/21] But from looking at the survey via the Feedback button on VA.gov, most of our suggestions were implemented. The only follow up question wis on the text under "What task are you trying to do today?"

Hi @clantosswett - I just wanted to check in on this ticket. Do you have any updates on the above question about the "Note" text that we suggested go under the question "What task are you trying to do today?"

[ATMiddleton]

@aubreyarcangel , can you provide an update?