[Certifying Officials][Interviews] Contact Information Updates Concept Testing - Research Planning

[RenataKeck]

Description

Scoping VSO Certifying Officials' expectations related to contact information updating. Study should resolve research questions, including but not limited to:

• Are certifying officials the only ones who can update a VSOR's contact information?
• How are accreditation and reaccreditation handled?
• What are users' expectations related to contact information?
• How often does users' contact information change?
• Have participants ever changed their contact information with OGC before?
• How would a contact updating tool fit within users' workflows?
• What different emails and physical addresses do representatives have, and do they use different ones for different purposes?

This is a parallel effort to the attorney/claims agents interviews.

Output

• Detailed Plan: Methodologies include semi-structured interviews and early-stage concept testing
• Expected Output: To satisfy this ticket, lead researcher should create research plan and conversation guide using team templates. Researcher should also add the research to the team's GitHub, make folders in the team drive and sharepoint, and share with stakeholders.
• Fidelity/level of detail for the work: This is most likely a single researcher effort. One sprint will be dedicated to research planning, and one to running the study and synthesizing results. Within 2 sprints of kickoff, researcher should be prepared to present findings to stakeholders.
• Design work: Design work will be minimal, including but not limited to non-interactive grayscale mocks.

Leads or Collaborators

@uxrebecca

Resources

• Research roadmap (Mural)
• Initial research planning (GDrive)

Acceptance Criteria

• [x] Research plan and conversation are drafted, reviewed internally within ARF Design, and have been shared with stakeholders
• [ ] Research has been added to team GitHub and to Sharepoint

[uxrebecca]

Research plan ready for review: https://docs.google.com/document/d/1iAXYFEuk-dchXGzU6jUbSM8e06dxBY9D6dbPWtS_jtc/edit