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[CAIA A11y Research]: Round 3: Veteran Support Team: Feedback Mechanism - Rate Your Experience (FUTURE AT SR SESSIONS; Next in Medallia Queue as of 1/8/2024) #67274

Closed sara-amanda closed 1 week ago

sara-amanda commented 10 months ago

ROUND 3 NEEDED

ROUND 2 - NON-AT 11/6/2023 - 11/16/2023

CAIA Assignee(s)

About the Veterans Support Team

Toggle to view information about 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 ### Do you have an accessibility champion? Yes, we have a champion ### If you have an accessibility champion, what's their name? @briandeconinck ### Is anyone on your team interested in becoming an accessibility champion? _No response_

Important Please Read

Toggle to view important information needing attention - This research support ticket was started by @sara-amanda [based on the 10/10/2023 Kickoff Meeting Notes](https://github.com/department-of-veterans-affairs/va.gov-team/blob/master/teams/CAIA/meeting-notes/2023-10-10-Kickoff-Veteran-Support-Team-Feedback-Mechanism.md), and it will need to be fully completed by the Veterans Support Team. - Please let us know the dates specific to assistive technology testing: - **Estimated Start Date:** Nov. 6, 2023 [see comment](https://github.com/department-of-veterans-affairs/va.gov-team/issues/67274#issuecomment-1767046326) - **Estimated End Date:** `TBD - Unknown at this time` (@ATMiddleton) - **Holds Needed on the [CAIA Capacity Calendar](https://calendar.google.com/calendar/u/0/embed?src=c_f982350fc73a8162a1088ab14d00dd37335b2b559a60d6b67eb8021416f81c2a@group.calendar.google.com&ctz=America/Chicago):** `TBD - Unknown at this time` (@ATMiddleton) ### User Research - CAIA a11ys can provide Assistive Technology Research Support. - **First round of research:** Desktop and mobile `(starting 10/16/2023)` - **Second round of research:** Screen readers and assistive technology `(starting 11/6/2023)`

Research Timeframe

Toggle to view information about the research timeline #### Calendar checking - [ ] Based on this calendar, confirm we have specialists who can support your study in your desired timeframe - [ ] Confirm you are filing this support ticket at least 1 week in advance of said timeframe, so we have enough heads up to provide support ### Have you reviewed the CAIA capacity calendar? - [ ] Yes, we have reviewed the CAIA capacity calendar and can confirm specialists are available to support in our research timeframe ### When is the timeframe for your testing? - **Round 1 (Desktop and Mobile):** 10/16/2023 Based on Intake Ticket - **Round 2 (Assistive Technology):** xx/xx/xxxx

Supporting Artifacts

Toggle to view the provided supporting artifacts - Product outline: [on Zenhub thread](https://app.zenhub.com/workspaces/contact-center-62cdd9546ec1530018209672/issues/gh/department-of-veterans-affairs/va.gov-team/65148) - User flows: [Embed Userflow](https://www.sketch.com/s/a513ba38-1d26-41d0-9009-92ea729446e2 - Prototype or mockups: [Embed prototype](https://www.sketch.com/s/a513ba38-1d26-41d0-9009-92ea729446e2) - Content source of truth: - Research plan: [Rate Tool](https://github.com/department-of-veterans-affairs/va.gov-team/tree/master/products/resources-and-support/rate-tool) - Any epics/issues that may be helpful: - Link to testing accounts (please do not paste them in this ticket): 
### Veteran Support Team's Next Steps
- [x] Post a link to this ticket in the [sitewide-content-accessibility-ia](https://dsva.slack.com/archives/C01K37HRUAH) Slack channel and `tag @Terry Nichols`.
- [x] Your team's researchers and observers read through [platform guidance on research with assistive technology users](https://depo-platform-documentation.scrollhelp.site/research-design/research-assistive-technology-sessions)
- [x] CAIA Specialists (listed in the assignee section of this ticket) are assigned to your research, be sure to add the respective a11y specialist(s) to your **session calendar invites** (include the Zoom or Teams link). 11/6/2023
- [x] CAIA to be removed from non-AT session invites req. 11/6/2023
- [x] Separate recruitment needed for AT testing per CAIA recommendation provided c/o Jamie on 11/6/2023 - received 3 invites on 11/14/2023 for 11/15/2023 (2) and 11/16/2023 (1)
- [ ] Provide CAIA a11y specialists your participant details such as: skill level, operating system, assistive tech used, browser [following up via ticket comment 11/14/2023](https://github.com/department-of-veterans-affairs/va.gov-team/issues/67274#issuecomment-1810260736)
### A11y Tasks
- [x] 10/17/2023 - **INITIAL OUTREACH** Terry to reach out re: specific dates or ballpark dates for the user research with AT **TERRY**
- [x] 10/23/2023 - **UPDATES** Sara updated [comment](https://github.com/department-of-veterans-affairs/va.gov-team/issues/67274#issuecomment-1776419501) re: calendar holds and invites pending - **SARA**
- [x] 11/6/2023 - **UPDATE** A11y [CAIA Capacity Calendar](https://calendar.google.com/calendar/u/0/embed?src=c_f982350fc73a8162a1088ab14d00dd37335b2b559a60d6b67eb8021416f81c2a@group.calendar.google.com&ctz=America/Chicago) with holds for user research sessions with AT (4 session invites added as of 11 a.m. **SARA**
- [x] 11/6/2023 - **REMOVE** holds on A11y [CAIA Capacity Calendar](https://calendar.google.com/calendar/u/0/embed?src=c_f982350fc73a8162a1088ab14d00dd37335b2b559a60d6b67eb8021416f81c2a@group.calendar.google.com&ctz=America/Chicago) and replace with invitations from project team (or Perigean) **SARA**
- [x] 11/6/2023 - **DIVVY** user research session support with CAIA A11ys - based on availability and technology available to support **JAMIE, SK and SARA**
- [x] 11/6/2023 - **IDENTIFIED** issue with **FIGMA prototype** and communicated resources and resource (Clayton) to project team. [CAIA SLACK](https://oddball.slack.com/archives/C05LB36ATAQ/p1699289131495699)- **JAMIE** (with feedback and resources from **SK and SARA**)
- [x] 11/7/2023 - **REMOVED** - Sessions reviewed against the participant roster and schedule PDF for AT and/or CD. Identified non-CAIA sessions and [flagged in schedule assignment comment](https://github.com/department-of-veterans-affairs/va.gov-team/issues/67274#issuecomment-1795208214) and removed from CAIA Capacity Calendar with [updated note in the comments](https://github.com/department-of-veterans-affairs/va.gov-team/issues/67274#issuecomment-1798611157). -**SARA**
- [x] 11/14/2023 **NEW RECRUITMENT** New set of sessions likely due to separate recruitment that is needed for SR - sessions pending 11/15 (2) and 11/16 (1) [as of 11/14/2023 at 9 a.m.](https://github.com/department-of-veterans-affairs/va.gov-team/issues/67274#issuecomment-1810260736)
- [ ] [Review research folder and assets](https://github.com/department-of-veterans-affairs/va.gov-team/tree/master/products/resources-and-support/rate-tool)
- [ ] Create [CAIA notes document](https://docs.google.com/document/d/1EBcbQ4ofvEnaOsG5dzczUBUkVFVUraBkIlwb1Pfvyv4/edit#heading=h.3ns863a2vj0h)
- [ ] Participate in research (start date estimated Nov. 6, 2023 and end date `TBD`) + new recruitment sessions (start date 11/15/2023) **Update as of 1/8/2024**: "...this project is next in queue for staging with the Medallia team. Once in staging, we will begin user testing, but we do not have a definitive timeline for this" [per UXCamG](https://github.com/department-of-veterans-affairs/va.gov-team/issues/67274#issuecomment-1881337267)
- [ ] Sync with CAIA A11ys on research findings (meeting)
- [ ] Create/update the CAIA A11y Research Deliverable
- [ ] Share the compelted deliverable with the project team
coforma-terry commented 10 months ago

Hey @ATMiddleton :) Did you have any ideas yet as to when you were looking to have your research sessions?

UXCamG commented 10 months ago

@coforma-terry we are having our Mid point review on Friday and I have submitted an update to research op review. We hope to start our research on Nov 6th.

sara-amanda commented 10 months ago

CAIA a11y Future Research Sessions Update

cc: @coforma-terry @SarahKay8 @coforma-jamie

coforma-terry commented 9 months ago

Hi @UXCamG - just checking in to see if you have any updates for your planned research sessions which you'd mentioned were hoping to start on the 6th? Thanks !

CC: @sara-amanda

UXCamG commented 9 months ago

Hi @coforma-terry- We are scheduled to begin user testing on Nov 6th. The sessions will run from Nov 6th - 13th.

sara-amanda commented 9 months ago

CAIA Invites Received

~Last updated 11:51 a.m. 11/6/2023 SS~ ~Last updated 9:17 a.m. 11/7/2023 SS~ Last updated 9:06 a.m. 11/14/2023 SS

CAIA Capacity Calendar Invited, to sync with invite responses and time changes. Removing those with red circles, due to lack of AT and/or cognitive disabilities (P3, P8 and P9). All times listed in this comment are Eastern time.

Week 1: Nov. 6 - 9, 2023

Short week due to the holiday on Friday and Coforma is out Tuesday for Election Day as well.

Week 2: Nov. 13 - 17, 2023

New Sessions Added

@UXCamG - we are all set and covered 👍 we will need to know the AT, device, skill level, browser, etc.

@coforma-terry FYI

UXCamG commented 9 months ago

@sara-amanda I have forwarded the remaining invitations to both you and @coforma-jamie .

SarahKay8 commented 9 months ago

@UXCamG Hello I updated my availability in Sara's comment. May I receive invites for Nov 8, Nov 9 & the 13th?

sara-amanda commented 9 months ago

CAIA Assistive Technology Sessions

Good Morning, @UXCamG!

We went ahead and updated the schedule comment above, and declined events for P3, P8 and P9 on CAIA Capacity Calendar, due to no Assistive Technology and/or Cognitive Disability.

Currently Scheduled Sessions

We will do our very best to attend and observe from an a11y perspective, the sessions with screen enlargement, in addition to users with cognitive disabilities, as time allows (our Coforma peers are out for a scheduled holiday this Election Day, and we have a condensed week due to Friday being the observed Veterans Day holiday).

Screen Readers

We are looking forward to the third round of testing, with the upcoming recruitment of users with Screen Readers. We will be able to not only observe from an a11y perspective, but we can also provide SR support, should the user need assistance, during the call.

Thank you for including CAIA in your study!

Your CAIA Partners, @coforma-jamie @SarahKay8 @sara-amanda

cc: @coforma-terry

sara-amanda commented 9 months ago

New Sessions Received

CAIA Invites

Assistive Tech Confirmation

Can you confirm @UXCamG that these new sessions include Assistive Technology? Thank you for including CAIA!

Specifically we are looking for the following, but feel free to add additional information your team has collected, such as Cognitive Disability and Role:

@coforma-jamie @sara-amanda @SarahKay8 @coforma-terry

UXCamG commented 9 months ago

202310rateyourexperiencefeedbackmechanism.pdf Hi @sara-amanda

Participants 12 and 13 will be using magnification devices. Here is the list for the additional sessions.

coforma-jamie commented 9 months ago

@UXCamG, we don't have a Perigean login, can you upload the list here? Thanks!

UXCamG commented 9 months ago

Sure @coforma-jamie List in PDF

coforma-jamie commented 9 months ago

@UXCamG, it looks like you invited CAIA to P11, but P11 doesn't use assistive technology. Can you take us off of that invite? (today at noon)

UXCamG commented 9 months ago

@coforma-jamie I contacted the scheduler for Perigean to have CAIA removed from the upcoming session. You all should see an update on your calendar.

coforma-terry commented 9 months ago

Still waiting on sessions

coforma-jamie commented 8 months ago

Update: the team hasn't finalized a date to start yet, and will let us know when dates are in place. :)

sara-amanda commented 7 months ago

Happy 2024, @UXCamG ! Just checking in to see if you had a ballpark timeframe on when you might be conducting your future assistive tech screen reader sessions, as we plan our early 2024 research calendar. If you don't know just yet, no worries. We can check back and/or just let us know, so that CAIA a11ys can assist.

@coforma-terry @coforma-jamie @SarahKay8

UXCamG commented 7 months ago

@sara-amanda Happy 2k24 to you and the CAIA team. We are currently in staging for project Rate tool. We are working with Medallia, and I was told that this project is next in queue for staging with the Medallia team. Once in staging, we will begin user testing, but we do not have a definitive timeline for this. I will be sure to circle back once we have determined a timeline for this project.

sara-amanda commented 7 months ago

Thank you so much for the update @UXCamG ! We will wait to hear back!

@coforma-terry @coforma-jamie @SarahKay8

coforma-jamie commented 3 months ago

Update: This study is still happening, but there's no ETA on when.

From @UXCamG :

This project is still in progress, and as of now it is in the queue with Medallia. Our team had to pause our efforts with custom surveys due to the implementation of Medallia V2, but we will soon start again, and this project is on their list.

strelichl commented 1 week ago

@coforma-jamie still no word on timing from the team?

coforma-jamie commented 1 week ago

@strelichl I just got an update from @UXCamG - there's still no ETA. She says

We have so many surveys in our backlog, we may want to close this and revisit later once this is back in scope

strelichl commented 1 week ago

Closing for