Draft Resources & Support Redesign research plan

[davidmpickett]

Research plan input

Recruitment

Recruitment to include service members + usual mix of demographics for Veterans and Family members/caregivers

Research hypotheses

  - Users will find the different ways available to navigate helpful (search, filters, featured content, benefit links, topic links)
  - Users will understand what type of content to expect for each of the topics on the landing page
  - The various options for navigating on the landing page deliver expected results
  - Users will find and interact with the filtering options
  - Users will understand how the filters impact their results
  - Users will interact with the filter chips on the search results page to help them get to the right search results
  - Users will interact with the filter chips on the detail pages to get to related content

Goals and questions

• • Goals for research
  • Goal 1: To learn how Veterans and other beneficiaries expect to find the content they need in Resources and Support
    • Do participants notice all available options (search, topic links, or browse by benefit) for finding content
    • Do participants have different search result expectations when selecting a featured or common topic vs a benefit area?
    • What navigation options do participants interact with - links on the landing page, the search, or the filtering options?
  • Goal 2: To understand how Veterans and other beneficiaries use tags to find or filter their search for content within R&S
    • Are participants able to easily find and use the filtering options?
    • Do participants understand how the selected filters impact their search results?
    • How easy is it for participants to modify applied filters to revise a search?
    • How do participants select filters? (i.e., single filter within a group or combination across groups?)
    • Do participants interact with the chips on the detail pages?
  • Goal 3: To confirm that tag labels and categories are intuitive and aligned with Veteran mental models
    • Do participants understand the type of content they would find in the available benefit and topic options?

Target content

Tags to test (in lieu of card sort)

• Sign in and profile
• Decision reviews and appeals vs Claims and claim status
• Payments and debt

Target articles

• High use articles
  • Creating an account for VA.gov
  • The PACT Act and your VA benefits
• Articles related to top search terms
  • Travel pay - this can be used to validate Payments and debt tag
  • Community care

Artifacts produced

• Research plan

Resources

• Figma design
• Initiative brief
• Mural with basic research direction

Templates

• Veteran-facing Research Plan Template

Suggested workflow/tasks:

• Brainstorm ideas for research
• Create initial draft of research plan
• Solicit review/feedback from Sitewide UX Lead
• Solicit review/feedback from PO, PM, and/or other team members in a public slack post
• Sitewide UX Lead provides consolidated feedback including from PO
• Identify moderator(s), notetaker(s), and observer(s) if moderated research
• Identify time slots for research sessions (twice as many slots as # of participants desired) if moderated research
• Post on github in project research folder for final approval before submitting to Research Review cycle

Acceptance Criteria

• Research plan drafted
• Feedback incorporated from Sitewide UX Lead and PO
• Feedback incorporated from PM and/or other team members
• Research plan posted on github in project research folder
• Final approval obtained from Sitewide UX Lead and documented at the bottom of the file in preparation for Research Review cycle

[davidmpickett]

@FranECross @jilladams @mmiddaugh @aklausmeier
Based on the conversation in UX Sync today, I am pulling this ticket out of sprint. This is blocked either by

1. Creating a clickable R&S prototype
   OR
2. Deciding to move ahead with Card Sort research first

[jilladams]

Removing sprint value.

[jilladams]

Unblocked. Adding into Sprint 16 per UX Sync discussion, and we have deprioritized / removed from sprint other CLP iteration work Dave had been working on.

[jilladams]

JK wrong ticket, this one comes after the prototype