Design| Contact Information| Address Field Simplification Mapping

[ACParker89]

Background

We will need to catalog how consumers of Contact Information (whether in digital or PDF forms) structure their use of address fields so that:

1. we can ensure Profile does not make any changes that breaks downstream products
2. we can learn how to offer more specific guidance to users on what to enter in what field
3. we can ultimately reduce the chance and rate of user entry error that prevents users from receiving their benefits information

Resources

• Research findings for AEDP Prefill Study
• AEDP's Research Synthesis - What we know about Prefill
• VADS design recommendations for single address
• USWDS on addresses

Interim findings

• PDF forms for the VA follow the pattern of the first field asking for Number and Street Name, the second field asking for Apartment or Unit
• Digitized forms for the VA follow the VADS Address pattern but do not agree on two or three address lines, nor on what language to use for each line.
• The inconsistency may cause friction to Veterans who have to fill out multiple digitized forms.
• The use of "Address line 2" and sometimes "Address line 3" may also contribute to user confusion.

Recommendations

• Future research should include usability testing (first-click to measure ability to complete task as well as time to complete task; moderated usability testing to capture mental models and sentiment in entering data in fields) to measure a) does the generic "Address line" label add to confusion b) how users experience two versus three lines of address entry.

Tasks

• [x] Catalog how digitized and PDF forms structure their fields
• [ ] Recommendations for what to usability test

Acceptance Criteria

• We have research recommendations

[twoangstroms]

Pushing to next sprint; pulling on threads and iterating based on learnings.