OHI Staging Review finding: Unclear that user needs to upload image of front/back of cards separately

[shiragoodman]

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Product Information

Team: IVC Forms
Product: 10-7959c CHAMPVA Other Health Insurance (OHI) Certification
Feature: Initial form build

Findings details

VA.gov Experience Standard - issue: User experiences predictable interactions with components and patterns.
VA.gov Experience Standard - category: Usability
Launch-blocking: No
Design System review: No
Collab Cycle Reviewer: @erinrwhite (IA), @allison0034 (Design)

Description

On the Upload Medicare card screens, the upload field's label is Upload Medicare card which does not make it clear that it only accepts photos of the front or back of medicare cards. The fact that front/back are needed is mentioned briefly at the top of the page, but not made clear in the upload area. This could result in an unexpected experience when users upload a file, then see a subsequent question asking whether it's the front or back of the card. It could also lead users to believe that they need to have one file that combines the front/back of their card, which could create added stress.

Link, screenshot or steps to recreate

Recommended action

A couple of options here:

(1) clarify the label for the upload field to clearly indicate that the form is asking for separate uploads for the front or back of card

(2) add instructions close to the label that indicate users will need to upload two images per card

(3) if possible, add a "both front and back" document type option to the select dropdown

References

• Accessibility Defect Severity: N/A
• WCAG Success Criteria: N/A
• Modality: N/A
• Design System Component: File input component
• Design System Pattern or Template: N/A
• Design System Foundation: N/A
• Content Style Guide: Form labels
• Context: N/A

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