Complete the Desk Research Report for the Critical Information Component

[ChristineRoseSteiffer]

User Story

As a UX Researcher I want to create a report that summarizes our review of existing VA and other design system's research related to alerts, time-sensitive information, and urgency-based notifications so that we can leverage prior insights to inform the design and implementation of the Critical Information component.

Background

The Critical Information component is intended to surface urgent, high-priority tasks in a way that is clear, actionable, and accessible. We started cataloguing existing findings in the VA Research Repository to ensure we were building upon work related to alerts, notifications, and urgency-based interactions. We need to broaden our search to look for additional commentary on these types of notifications through user quotes in EnjoyHQ.

By synthesizing past findings, we are:

• Identifying best practices for presenting critical alerts without overwhelming users.
• Understanding how Veterans currently respond to urgent information.
• Learning from past usability challenges related to notifications, warnings, and time-sensitive actions.

Discovery Goals

• Identify patterns in user behavior when engaging with time-sensitive or urgent information.
• Assess what types of alerts (modal, inline, banner, etc.) have been most effective.
• Review research findings on user expectations for VA notifications and alerts.
• Understand common frustrations Veterans have with alert-based components.

Questions to Answer

• How do Veterans prioritize and act on alerts within VA.gov?
• What design patterns have been most effective for time-sensitive information?
• Are there any accessibility concerns or challenges with past implementations?
• How can we ensure the Critical Information component does not contribute to alert fatigue?
• What past research findings indicate how Veterans engage with notifications?

Resources

• VA Research Repository
• EnjoyHQ (Search for "alerts", "notifications", "time-sensitive actions")
• Prior usability studies on:
  • VA.gov notifications and alerts
  • Critical time-based actions (e.g., appointment reminders, deadlines)
  • Dashboard and homepage interactions
• VA Design System (VADS) guidelines on notifications and alerts.
• Accessibility guidelines: Section 508 & WCAG 2.1 AA
• Desk Research Mural
• In the Wild Mural

Deliverables

• Summary report synthesizing key findings from EnjoyHQ and VA Research Repository.
• Annotated insights highlighting best practices and past usability challenges.
• UI comparisons showing other design systems or components that are similar use cases.
• Gap analysis identifying where additional research may be needed.
• Presentation of findings to AEDP and design system teams for discussion.

Acceptance Criteria

• A research summary has been documented and shared including UI comparisons.
• Key insights have been identified and tagged for relevance to the Critical Information component.
• Usability challenges and accessibility considerations have been noted.
• A review session has been scheduled to present findings to stakeholders.

Constraints & Considerations

• Prioritize recent and relevant research (last 2 years) to ensure findings are applicable.
• Ensure research covers diverse Veteran personas, including users of assistive technologies.
• Look for patterns in alert fatigue, task prioritization, and urgency-based interactions.

Review needed by

• VA Design System Team
• Product Manager
• UX Research Team
• Engineering Team

Definition of Done

• Documentation has been updated, if applicable.
• Acceptance Criteria in related issue are met.
• Reviewers have approved.