Midpoint Review - IA Feedback - VCL Seamless Call Solution

erinrwhite commented 1 month ago

Next Steps for the VFS team

[x] Assign this ticket to the team member(s) responsible for addressing feedback provided by Platform.
[x] Comment on this ticket:
- If the Platform reviewer has any Thoughts/Questions that require responses.
- When Must feedback has been incorporated. As appropriate, link to any other GitHub issues or PRs related to this feedback.
- When Should/Consider feedback has been incorporated, or if any feedback will not be addressed. As appropriate, link to any other GitHub issues or PRs related to this feedback.
[ ] Questions? For the most timely response, comment on Slack in your team channel tagging @platform-governance-team-members.
[ ] Close the ticket when all feedback has been addressed.

Thoughts/questions

Thank you for working on this important new feature for VCL!
I think this will be helpful for Vets outside of the US, but potentially moreso for Vets domestically who either don't have access to a phone, or who feel safer/more private using voice chat on a computer.

Feedback

Practice areas will document their feedback on the VFS-provided artifacts following the Must, Should, and Consider Framework. Platform Governance reviewers may also provide additional notes that don’t comment on the artifacts themselves but are important for implementation (eg. engineering/coding notes).

[x] Must: design mobile-first The team is designing the page using responsive design system elements; however, I encourage y'all to ensure that the overall design for the web version of this app optimizes for the mobile experience first, based on our design principles, ensuring the order of information flow is clear, linear and easy to understand for folks in crisis.
[x] Must: if using icons, use text labels as well The buttons for calling, location, and settings all use icons only to convey to the user what they do. The icons must be accompanied by clear text describing what the buttons do.
[x] Must: work with CAIA to update the VCL modal The Crisis Line modal is part of our design system and any updates should be arranged in collaboration with the Sitewide CAIA team.
[x] Should: have consistent language on all VCL entry points VeteransCrisisLine.net ranks high in SEO and has paid ads for the VCL service. Ideally there should be consistency across entry points for this vital service, and the option for Calling over the Internet should be available regardless of how a Veteran accesses VCL.
[x] Should: add interstitial screen between selecting the mode of contact and placing the call Currently, users select "Call over the Internet" and are immediately shown a phone interface with a green button, which makes it look like the call has already started. I recommend you add an interstitial screen between selecting "call over the internet" and actually seeing a phone interface. This might be a screen that allows people to turn on their audio settings, then select a button with a label to initiate the phone call. Based on your follow-up plans from the mobile app research findings, it sounds like this is in the works for the mobile app as well.
[ ] Consider: trauma-informed design We have no doubt that most people interacting with this app are going to be experiencing distress. Are there ways that the design, content, and flow of the page can be refined to support folks who might be struggling to perform tasks, or who are seeking reassurance? This might be worth a thread in the #trauma-practice channel in DSVA slack (they also have meetings/discussions every Friday).
[ ] Consider: Privacy If a Veteran were making a call to the Crisis Line from, say, a computer in a computer lab or other public or shared computer, how might the design or copy on the interface both give them some privacy while assuring them that they'll get the help they need?

Governance team actions

[x] Format feedback as individual tasks (check boxes)
[x] Assign this ticket to the VFS team member that opened the Slack request
[x] Add the VFS team product label
[x] Add the VFS team the feature label (if applicable)
[x] Add the touchpoint labels
[x] Add the practice area labels
[x] Add the Collaboration Cycle initiative milestone

erinrwhite commented 1 month ago

tagging @beccasjames for visibility since I could not assign you. Thank you!

beccasjames commented 1 month ago

We've done two of the three Must tasks. For working with the (Sitewide CAIA team, who is the best point of contact to start that process?

erinrwhite commented 1 month ago

Thanks @beccasjames! I recommend posting in the #sitewide-content-accessibility-ia channel on Slack and they'll help you from there. 👍🏻

beccasjames commented 3 weeks ago

I opened an intake ticket with CAIA and they suggested we close and have someone follow up when this work is picked back up at a future date. https://github.com/department-of-veterans-affairs/va.gov-team/issues/90471

beccasjames commented 3 weeks ago

We have considered "add interstitial screen between selecting the mode of contact and placing the call" but ultimately would suggest not adding an interstitial to web. The research we conducted only suggested that we add interstitials to the mobile experience. We are very sensitive to how callers in crisis and VCL desire callers to be connected as soon as possible.

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