The details section for the upcoming phone appointment contains the following language: "We'll call you at the appointment time. But contact the facility you scheduled through if you have questions or need to reschedule."
Beginning the second sentence with the conjunction "but" suggests that it is in some way conflicting with the first sentence. Without clearer explanation, this requires the user to make a logical connection that may confuse some users and does not align with the goals of plain language.
Recommended action
I recommend rephrasing the second sentence to be a simple command. For example, "We'll call you at the appointment time. If you have questions or need to reschedule, contact the facility you originally scheduled through."
References
Accessibility Defect Severity: N/A
WCAG Success Criteria: N/A
Modality: N/A
Design System Component: N/A
Design System Pattern or Template: N/A
Design System Foundation: N/A
Content Style Guide: N/A
Context: N/A
Next Steps for the VFS Team
[ ] Questions? For the most timely response, comment on Slack in your team channel tagging @platform-governance-team-members with any questions or to get help validating the issue.
[ ] Ticket ownership: If you believe that this issue is out of scope, not your team's responsibility, or a Design System issue, comment and tag @platform-governance-team-members on your team channel in Slack to provide an explanation and who you believe is responsible. The Governance team will follow up.
[ ] Close this ticket when the issue has been resolved or validated by your Product Owner.
Need help? Please review how to read a Staging Review ticket. Tag
@platform-governance-team-members
on Slack if you need further assistance.Product Information
Team: Appointments Product: Appointments Feature: Appointment Details Redesign
Findings details
VA.gov Experience Standard - issue: User encounters content that does not meet best practices. VA.gov Experience Standard - category: Comprehension Launch-blocking: No Design System review: No Collab Cycle Reviewer: @KKitagawa-Bosch (Content)
Description
The details section for the upcoming phone appointment contains the following language: "We'll call you at the appointment time. But contact the facility you scheduled through if you have questions or need to reschedule."
Beginning the second sentence with the conjunction "but" suggests that it is in some way conflicting with the first sentence. Without clearer explanation, this requires the user to make a logical connection that may confuse some users and does not align with the goals of plain language.
Recommended action
I recommend rephrasing the second sentence to be a simple command. For example, "We'll call you at the appointment time. If you have questions or need to reschedule, contact the facility you originally scheduled through."
References
Next Steps for the VFS Team
@platform-governance-team-members
with any questions or to get help validating the issue.@platform-governance-team-members
on your team channel in Slack to provide an explanation and who you believe is responsible. The Governance team will follow up.