Content updates to Verifying your identity on VA.gov page

[aliyahblackmore]

We're making update to the Verifying your identity on VA.gov page based on feedback from the CORE and LGA identity teams.

We'll need to incorporate changes based on their feedback.

After we publish these changes, we can move back to compiling additional questions to add to this page based on any feedback/research either identity team has heard or seen.

• [x] Make changes to page content based on feedback (Aliyah)
• [x] Review (Laura)
• [ ] Share with SMEs/stakeholders (Laura/Aliyah)
• [x] Copy edit (Megan)
• [ ] Publish (Megan)

Prepublishing checklist

## For all VA.gov pages (including those in Resources and Support) ### Before you begin - [ ] Confirm that there are no updates in draft by other content authors that aren't ready to be published. Check the revision log and then confirm with the content author who made the previous edits that the page is ready to publish. ### Accessibility standards - [ ] If your link or button will take the user off VA.gov, confirm that the text for the link or button contains a purpose and a target. The user should be able to tell from the link or button text what the call to action is (the purpose) and where they will end up if they click on the link (the target). The following link is an example of this:
[Read more about making links accessible on AccessibilityOz](https://www.accessibilityoz.com/2014/02/links-and-accessibility/)
**Note:** When you direct the user to another VA.gov page, the link only needs to contain text indicating purpose (the call to action). - [ ] Confirm all phone numbers are in aria labels. [Learn how to code numbers with aria labels](https://design.va.gov/content-style-guide/dates-and-numbers#phone-numbers) - [ ] Confirm that the hierarchy of section and subsection titles is correct (H1 to H2 to H3—levels shouldn't be skipped). [Learn more about section titles](https://design.va.gov/content-style-guide/page-titles-and-section-titles) - [ ] Replace any sighted language ("view," "see," "look") with a word that's inclusive of our screen reader users ("check," "go to," "review"). - [ ] Avoid using other ability-focused language. ("hear back from") ### Link standards - [ ] Confirm that links work (aren't broken—no error message) and point to the intended page (you pasted in the correct URL or chose the correct node ID). - [ ] Confirm all link text is 100 characters or less. - [ ] Check that you've selected a node ID for all links pointing to VA.gov (internal) pages. Only paste in a URL if the page you're linking to doesn't live in our CMS (isn't one of our modernized pages). [Learn how to add node IDs in Drupal](https://github.com/department-of-veterans-affairs/va.gov-team/blob/master/teams/vsa/teams/sitewide-content/how-to-do-different-tasks/linking-with-node-ids.md) - [ ] Check that all anchor/jump links are pointing to a node followed by # and the header identifier (Example: /node/47278/#information-for-survivors). Double check all anchor/jump links post-publish. ### CMS standards - [ ] Make sure all apostrophes and quotation marks are curly not straight. (Once this is automatic in Drupal, we can remove this item.) - [ ] If there are alerts at the top of the Drupal Edit node for broken links, redirected links, or links to unpublished pages, correct the issues. If there's an alert for a broken link but the link is actually working, report the issue to the CMS help desk. [Read more about link alerts in the CMS knowledge base](https://prod.cms.va.gov/help/cms-basics/how-to-fix-broken-links-and-redirects) - [ ] If publishing a brand-new page, confirm the left nav and url are set up correclty. (If the page is a child page, the section needs to be the same as the parent page in order for the left nav to show.) [Learn how to set up a url and left nav in Drupal](https://github.com/department-of-veterans-affairs/va.gov-team/blob/master/teams/vsa/teams/sitewide-content/how-to-do-different-tasks/adding-left-nav-and-url.md) - [ ] Check if the page has a new or updated alert. If so, publish the alert separately. ### Additional checks for translated articles - [ ] If we don't have updated translated versions, add the alert that links to the corresponding English page and lets users know that the translated pages aren't up to date.

[aliyahblackmore]

Update here:

Laura, as we chatted on 6/18, we're actually going to move forward with these updates first, publish them, and then move back to reviewing additional questions to add to this page.

[aliyahblackmore]

I have one other question out to Amber and Joe re: the ID.me KBV.

I'll post the word document with edits here later this afternoon. If there's a reply from Amber/Joe content we'll need to adjust content on this question accordingly:

What if I’m having trouble answering the ID.me security questions?

[aliyahblackmore]

Hi @laurwill - adjustments to this page based on feedback from Joe and the LGA team are in this word document.

I flagged two question for Joe/Amber in the comments (sent via Slack).

As a next step here, after adjustments are in Drupal, we can share with Joe and Tom for awareness before publishing these changes. After, we'll move back to reviewing questions we may want to consider adding to the page.

Preview_Verifying your identity_LW_AB_7.26.docx

[aliyahblackmore]

Updates here:

• While I was OOO Laura updated Drupal Q+As with the updated content.
• We'll be meeting with a rep from ID.me next week
• As Laura and I chatted, we'll plan to review the ID.me relate questions on this page.
• I'll compile the ID.me related questions in a word document and we'll plan to share that during our call.

This is the word document with ID.me specific questions. ID.me questions on Verifying page_AB_8.11.docx

[aliyahblackmore]

Updates here:

• We met with a rep from ID.me
• I'll make updates this week based on her feedback

[aliyahblackmore]

Hi @laurwill - I made updates to the questions based on our conversation with Grace. There are some open items that we'll need to address when we get answers from Grace.

This is the word document with updates. I've left a few comments as resolved (just to track some content decisions based on feedback from Joe).

As discussed, we'll chat about this with the identity teams in our sync tomorrow.

Preview_Verifying.your.identity_LW_AB_8.16.docx

[aliyahblackmore]

We'll continue to review the remaining questions with the CORE identity and LGA teams next week (8/24).

This is the updated version of the document with edits and two questions from Laura, as well as notes on future adjustments based on our call with their teams today.

Preview_Verifying.your.identity_LW_AB_8.17.docx

[aliyahblackmore]

Updates:

• We've reviewed the full page with the LGA and CORE identity teams.

• There's still one question out to the ID.me rep regarding the link to select if a user lives outside of the U.S. - we'll update content accordingly when we get a response from her.

• While we wait, we'll make other adjustments to the page to align with VA style standards and get changes in Drupal.

• Aliyah will share a SharePoint doc version with the teams. SharePoint document link

As a next step on this work, we'll need to have the page reviewed through the new MHV and identity comms process.

[aliyahblackmore]

Updates:

• I've made a few small adjustments to content on this page based on further feedback from Joe re: US SSN.
• We're still waiting on a reply from ID.me regarding the text to select when someone doesn't live in the US.
• We'll send an additional question to Ngozi about linking out to the Get a Premium MHV page in section "Can I verify my identity in person?"

[aliyahblackmore]

Updates:

• Amber replied and confirmed information about users who don't live in the US.
• I've updated the sharepoint link and will make these changes in Drupal next week.

[aliyahblackmore]

Hi @laurwill - I made a few additional adjustments to the Verifying your identity on VA.gov page to account for the character count limit (1000 characters) for single Q&As and the question about in-person identity verification to focus on Login.gov.

The changes are in the Sharepoint document.

As a next step here, I think it may actually be better to leave the changes in Sharepoint (since folks would need to select each Q&A to see the changes reflected), share it with the VHA-MHV-VA.gov comms group to review, and then make the adjustments in Drupal.

Let me know when you've reviewed and then I'll resolve or adjust any comments and move forward with passing this along to the comms group for their review, feedback, and approval.

[aliyahblackmore]

Tracking updates:

• Laura will review the updates in Sharepoint doc
• I'll add a section at the end that tracks updates (for consistency) on the Create an account on VA.gov page

[aliyahblackmore]

Updates here:

• I added a section at the end of the doc to track the changes on the Create an account on VA.gov page
• Question out to CORE identity team re: having ID.me customer rep share a UI flow for ID.me verification on VA.gov. Laura, Amber, and I discussed this with the rep back in August, but we didn't receive the UI flow as of today 10/5. TBD if we'll need to make any adjustments to the list of items someone needs.

[aliyahblackmore]

Updates:

• I updated the list re: information needed to verify on ID.me based on the screen capture from Grace and made a few other small adjustments. SharePoint document

• It seems like SharePoint was experiencing a glitch at about 4:30pm ET and wasn't allowing for any adjustments to content. I'm attaching an exported word document here as well. Preview_Verifying.your.identity_LW_AB_10.11_5.05pm.docx

@laurwill this is ready for you to review.

[aliyahblackmore]

@laurwill I just updated the SharePoint document to reflect that new information for Joe/Login.gov (Oct 18 slack).

I removed "... on a phone plan that's in your name"

[laurwill]

Thanks so much @aliyahblackmore ! The SharePoint doc with all the tracked changes was starting to act funky, as you said. I saved a copy, accepted all the changes, and addressed comments to the reviewers noting all substantive changes we made.

@megzehn , this is ready for copyedit in the SharePoint doc before we send through to the Identity & MHV on VA.gov comms review process.

https://dvagov-my.sharepoint.com/:w:/g/personal/laura_willwerth_va_gov/ESKC7Rg8l8FCvSeSXuqPaZcB_EL3SnW8Vk0uvD6nQXi4Bw?e=0nCx9b

[megzehn]

This looks great, @laurwill. Confirming I copy edited and added my one comment in the doc.

[laurwill]

Just noting that I'm planning to submit this page along with the Get a Premium MHV page updates to the MHV/Identity Comms Review process, but I'm having trouble getting access to the Sharepoint page to make the submission. I'll update once we get approval to publish!

[laurwill]

Update: Danielle is taking this through comms review directly, since I can't access the submission page.