[CAIA Intake]: Feedback Mechanism - Rate Your Experience

[UXCamG]

About your team

We are the Veterans Support team.

• Team name: Veterans Support
• OCTO-DE product owner: @clantosswett
• Product manager: @ATMiddleton
• Designer: @UXCamG
• Accessibility specialist: @briandeconinck
• Content writer: @starlow00
• Slack channel:VSP-Contact-Center-Support

Describe what you need in a few sentences:

As a part of the Rate your experience product initiative, once a user rates an article as 'bad', we would like to implement a way for users to report the reason why they rated the page poorly. We would also like these issues to be actionable and easily accessible for the content owners so that improvements can be easily made.

Examples

• We’re updating a form and want to confirm we’re doing it correctly.
• We’re launching a new online tool to VA.gov and need support with our user flows.
• We need to make sure the content we’re using in our tool is written in plain language and follows the style guide.

Which are you doing?

• [ ] Launching a new page, tool, form, or app
• [x] Making changes to an existing page, tool, form, or app

Types of Support

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

Content

• [ ] Collaboration on content written by your team’s dedicated content writer
• [ ] Collaboration on content if your team does not have a dedicated content writer

  Accessibility

• [x] Accessibility review of wireframes and/or prototypes
• [ ] Accessibility issue (general request)
• [ ] Accessibility PDF review request
• [ ] Accessibility user research support (submit a separate, additional request)
• [ ] DST component or pattern
• [ ] Something else

  IA

• [ ] User Flows
• [ ] Page placement
• [ ] URLs
• [ ] Breadcrumbs and Left Nav placement
• [ ] Redirects

  Multilingual content

• [ ] Translating content

Timeframe

We guide and work alongside teams across nearly every OCTO digital product. We also work with partners across VA to lead content migration and manage all unauthenticated content on VA.gov. And we're always working to expand the VA.gov content style guide and our IA and accessibility documentation. We need to prioritize all intake requests based on our overall workload and VA and OCTO priorities.

Tell us about your product's timeline. And we'll work with you to meet timeline needs as best we can.

Have you worked with CAIA before?

• [ ] Yes
• [x] No

What's your team’s next step and its timing?

• Our next step is User testing
• Provide date if available: 10/16/2023

Timing for your next step:

• [ ] Next week
• [x] This month
• [ ] Next month
• [ ] This quarter
• [ ] Next quarter
• [ ] 6 months
• [ ] 1 year

Is this timing related to a specific event or Congressionally mandated deadline?

• [ ] Yes
• [x] No

If you're conducting research, when is that starting?

Provide date if available: 10/16/2023 (based on input above in next step section)

• [ ] Next week
• [x] This month
• [ ] Next month
• [ ] This quarter
• [ ] Next quarter
• [ ] 6 months
• [ ] 1 year

Will you release this new product incrementally (for example, release to 25% of users to start)?

• [ ] Yes
• [x] No

Note: If you checked yes, we’ll reach out to discuss details about the content in the react widget (we use these widgets to display entry points for new products to a certain percentage of users who visit our static pages).

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

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

• We expect to launch our product to 100% of users on: xx/xx/xxxx

Collaboration Cycle

Will this work be going through the Collaboration Cycle?

• [x] Yes
• [ ] No

If no ...

• Skip to the supporting artifacts section, below.

If yes ...

Please provide the link to your Collaboration Cycle ticket:

• Ticket (number): #65297
• Collab. Cycle Ticket Opened (date): 09/11/2023

Please check all of the phases in the Collaboration Cycle you have completed:

• [x] Design Intent (completed 10/2/2023)
• [ ] Midpoint Review (async review 10/20/2023 scheduled)
• [ ] Staging

For planning purposes, please check all of the phases in the Collaboration Cycle you feel you might need CAIA support and guidance:

Design Intent

• [x] Accessibility
• [ ] Content
• [x] IA
• [ ] Translation
• [ ] Already completed, no assistance needed
• [ ] Unknown at this time

  Midpoint

• [x] Accessibility NEW: Added support - provided on 10/18/2023
• [ ] Content
• [ ] IA
• [ ] Translation
• [ ] Already completed, no assistance needed
• [] Unknown at this time

  Staging

• [ ] Accessibility
• [ ] Content
• [ ] IA
• [ ] Translation
• [ ] Already completed, no assistance needed
• [] Unknown at this time

Original Ticket Supporting artifacts

Please provide links to supporting artifacts as available.

• Product outline: on Zenhub thread
• User flows: [Embed Userflow](https://www.sketch.com/s/a513ba38-1d26-41d0-9009-92ea729446e2
• Prototype or mockups: Embed prototype
• Content source of truth:
• Research plan: Rate Tool

FIGMA Prototypes

NEW 10/17/2023

• Desktop
• Mobile
• Any epics/issues that may be helpful: #65297
• Link to testing accounts (please do not paste them in this ticket):

  Midpoint Artifacts For 10/20/2023 Async

• Desktop Mobile
• Specify which pages are included in the review
• Research plan
• Conversation guide

Additional Support: Collaborative Sessions

Have you already worked with someone from OCTO leadership?

• [ ] Danielle
• [ ] Beth
• [ ] Mikki
• [ ] Martha

How do you plan to work with us on this request?

• [ ] I’ll take this to Beth or Danielle’s office hours.
• [ ] I’d like to schedule time to talk about this.
• [ ] Let’s work async and meet as needed.
• [x] Schedule a kick-off call with your team and CAIA for your project (Recommended)
  • [x] Scheduled for 10/10/2023
  • [x] Kickoff Meeting Completed
  • [x] Kickoff Deliverable available

Accessibility Help in Slack

The #accessibility-help channel in the DSVA Slack, is also available to you as a resource. Everyone is welcome to ask questions or get help from our a11y (accessibility) specialists. Tag @Terry Nichols to get a11y help asap.

Next steps

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

• 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

  • If you are creating an experimental design, please also contact the DST.

• If you are requesting a11y support for user research, please complete this form, next.

### Intake Tasks
- [x] Kickoff call scheduled for 10/10/2023 (Terry/Lily)
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/67259
- [x] Rename Ticket from: <IA > from <Veterans Support tems > to: [CAIA Intake] Veteran Support Team: Feedback Mechanism - Rate your experience

### Content tasks
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/67269
- [x] Potential CAIA Content Team Support Needed in Ticket 67883 (linked in a11y section)

### a11y Tasks
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/67273
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/67274
- [x] **Design Review Prep:** Figma Prototypes Received from Naomi and Camille [via Slack 10/17/2023](https://dsva.slack.com/archives/C061RPL9LTT/p1697561531189249) for desktop and mobile (adding to ticket)
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/67857
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/67876
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/67861
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/67883

[kristinoletmuskat]

In our chat with Camille we confirmed that we don't need IA-specific work here, but it's helpful for us to know about this new feature!

[laurwill]

Hi @UXCamG , we have our content suggestions ready to share with you.

Here are notes on what we're suggesting:

• To better focus feedback on the webpage content, suggest changing the first question from "How do you rate your experience" to "Did you find this page helpful?" We could do this as a yes/no or a Likert scale (Likert would be more similar to Medallia survey)
• To weed out responses that are about the benefit or service and not about the informational resources and support page, suggest changing the second question to "Is the problem on the page itself?"
• Adjust the answer about "errors" to "The information doesn't match what a VA call center or staff member told me." Our concern is that "errors" is too broad and could capture unhelpful feedback, like disagreeing that vaccines protect against COVID.
• @DanielleThierryUSDSVA and I also discussed a concern about including the open text entry field on the third screen. Even though we have a similar open text field in Medallia, this creates an opportunity for people to enter sensitive personal information or health and safety-related messages. They do this even when we add instructions saying not to. If no one is monitoring these entries for urgent health and safety issues, this creates a potentially serious problem. So we would recommend not including the open entry field, and relying on the answer options to capture the feedback.
• If we do include the open entry field, we'll need to add instructions not to enter personal information, and a safety message that makes clear VA doesn't respond directly to these messages and they shouldn't be used for urgent or emergency communication. Here's an intake ticket Chante opened a few months ago related to this same safety issue in the Medallia modal — that work got put on pause, but we had suggested language there that might also work in this instance.

Here's our suggested updates

[Question 1, yes/no option] Did you find this page helpful?

• Yes. I found this page helpful.
• No. I didn’t find this page helpful.

[Question 1, Likert scale option] How helpful did you find this page?

• Very helpful
• Somewhat helpful
• Neither helpful nor unhelpful
• Somewhat unhelpful
• Very unhelpful

[Question 2] Is the problem on the page itself?

• Yes. The problem is on the page itself (like a broken link or missing information).
• No. The problem is related to a VA process or benefit, not the page itself.

[Question 3] What problem did you find on this page? [optional]

• The text is hard to understand.
• There’s a broken link.
• There’s too much information on this page.
• I didn’t find the information I wanted.
• The information doesn’t match what a VA call center or staff member told me.

[UXCamG]

@laurwill Thanks for sharing this feedback. I have shared this feedback with my team , and I have applied your recommendations on to my latest iteration. I have attached the latest designs for your review.

Mobile Desktop

[laurwill]

Hi @UXCamG , thank you! This looks great. I just noticed these 2 things:

• I forgot to note this above, but if the person selects "No. The problem is related to a VA process or benefit, not the page itself." they shouldn't see the next screen with the checkboxes that list problems with the page itself. They would just see the success message saying the feedback was submitted.
• I think showing 2 questions stacked on top of each other may be confusing. Could we show only the question we're currently asking? If there's a requirement to keep a consistent header on this feedback section, I'd suggest adding a constant "Give us your feedback" header and then list 1 question at a time under that header.

I'm OOO this week, so I'm tagging @aliyahblackmore on our team in case you have any questions. Thanks for collaborating on this, and looking forward to hearing the results of your research!