Staging Review finding: Confusing language when directing users to contact facility

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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

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

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[ ] Close this ticket when the issue has been resolved or validated by your Product Owner.

department-of-veterans-affairs / va.gov-team