Verification doc upload

lippytak commented 10 years ago

Mostly a stub for now. Sounds like one of the major value adds for clients+agency would be an easier way to submit verification docs. Some notes to get us started:

Here's a small piece of the current upload process: http://codeforamerica.github.io/citizen-onboard/calfresh/#130 (note I don't actually bother uploading ANY because it's not required or even strongly suggested)
HTML drag and drop uploader would be a big improvement
Need to figure out what verification docs are required under what circumstances, and figure out the 80% case (hopefully there is one)
Could brainstorm an email or SMS flow. For example, maybe 'submit' triggers a confirmation email that says, 'please attach pictures of XYZ'.

lippytak commented 10 years ago

We'll probably need a simple way to upload an image in order to submit a complete application, but the details are pending on meetings with the SF Food Bank peeps. I'll update this issue once we know more.

daguar commented 10 years ago

I personally like the idea of a post-submit email workflow, mostly because it's the most straightforward that I can think for the user (and to implement):

Upon submit, send an email to the person with friendly instructions for verification docs to submit
Ask them to reply with attached images or scanned PDFs -- we tell them that any attachments we receive will be faxed to HSA

What are the issues with this?

A. Identifying users: the MVP outlined above just faxes stuff to HSA, so it wouldn't include any info of who was submitting it (we might ask them to in the images) -- this skirts maintaining any user information, but makes it possible that HSA won't be able to link the docs to the applicant

B. Ignores folks who don't have e-mail: that said, this is worth probing -- I don't know an easier way. We should ask users (and advocates) what the easiest way is for them.

daguar commented 10 years ago

I didn't realize this, but on iPhones as of iOS 6 (latest is 7) file upload for images can be done in the browser (mobile Safari); details. So I'm more amenable to browser-based uploading.

I still like the idea of verification docs not being a blocker on the submission of the application. And we could use email (or maybe even text) reminders to remind people to submit verification.

Process-wise, I'd like to drive this decision based on the capabilities and usability preferences of the majority of our users.

lippytak commented 10 years ago

Here's another micro-project for @alanjosephwilliams.

Context: Our v2 goal is to submit one simple CalFresh application through the site. This will probably be for a low income individual with <=one income source, limited rent/utilities, etc. I think 99% of apps require people to submit at least a copy of ID and any income statements. These are called "verification documents". So v2 will probably require some basic upload flow to attach these docs to the application.

Here's how CalWin does it: http://codeforamerica.github.io/citizen-onboard/calfresh/#130 (I didn't actually submit any docs in that example, but you get the point)

Micro-project: Research/propose a few potentially feasible upload flows. Dave and I have brainstormed a few:

Basic drag and drop file uploader on the site
Take pic + attach a photo via iOS Safari (HSA already accepts photos)
Submitting application triggers email > user can attach files to email and reply

How do other sites do it? What's best? Any good open source uploader tools we should know about? We'll have more context on Thurs after meeting with an outreach worker at the SF Food Bank and will update the issue once we know the current process/constraints.

lippytak commented 10 years ago

Realized we could do an MMS photo flow (triggering idea from Dave). Submit > SMS > takes pics and reply via MMS.

daguar commented 10 years ago

Definitely.

Let me throw out there that I think a lot of this process' design will be driven by whether it's (a) the clients or (b) intermediaries submitting this info.

Also, I think if we do an "uploader" web page, it shouldn't be too hard to do both a drag/drop for web site and iOS attacher (we'll just do an "if" on whether the device is mobile).

alanjosephwilliams commented 10 years ago

Just a little bit of thinking about verification documents themselves (filled with assumptions, mind you). Perhaps this could help frame your observations or conversations at the food bank on Thursday.

Verifcation documents list: http://www.dss.cahwnet.gov/foodstamps/pg847.htm#list

If you have a face-to-face interview, please bring verification with you of your income and expenses. If you cannot get all the information together by your interview date, still come for the interview because you will have additional time to provide this information. If you need assistance in obtaining this information, please discuss this with your CalFresh worker at the time of the interview.

This speaks to a flow that includes a progressive fulfillment of verification requirements, beyond just drag and drop or mobile upload. MMS or E-mail TBD, but certainly one of them, no?

Expedited Service also seems particularly relevant. If one of our target users is the HOT team, then the applicants will almost certainly qualify for Expedited Service. We should identify the minimum set of verification documents still required by the ES process. On the surface, it would seem likely that documentation would be limited to those verifying identity, rather than any expenses (could be wrong since cost/income ratios are part of what determines qualification). Here is an excerpt on ES:

EXPEDITED SERVICE

Households that qualify for expedited service (ES) go through the same application process as all other clients, but not all information has to be verified before benefits are issued. Households may qualify for (ES) based if the household:

Has less than $150 in monthly gross income and liquid resources of $100 or less; or

Migrant or seasonal farm workers who are destitute; or

Combined monthly gross income and liquid resources which are less than the household monthly rent or mortgage and utilities; or

Is homeless.

Identification documents include:

Identification

Immigration Status (in some cases)

Residency

SSN number for all Household Members

That to mean reads like:

Social Security Card
State issued Driver's License
State issued ID card (more info)[http://dmv.ca.gov/dl/dl_info.htm#idcard]
Foreign or Domestic Passport
Permanent Resident Card or Alien Registration Receipt Card (Form I-551) more info
Employment Authorization Document (Card) that contains a photograph (Form I-766)

alanjosephwilliams commented 10 years ago

Some more review and thinking, specifically about income and expense documentation.

Again, source: http://www.dss.cahwnet.gov/foodstamps/pg847.htm#list

Wage stubs, earning statements, paychecks (if employed)

These are often 8.5" by 11" tri-folds that have a perforated check.
Could be a PDF saved from an online banking account, showing a direct deposit.
My guess is that people get tripped up locating a stub from the last 30 days, unless they've done this before and are expecting that.
Note that this requirement is not surfaced on the screen in the Calfresh teardown.

Bank statements for checking accounts, savings accounts, other accounts.

This is a very diverse list. I assume that the 80% case is checking account or savings account.
Generating this statement likely requires online-banking or a visit to a bank branch, which is interesting---it involves a computer, or involves someone using a computer. Is that an opportunity?

Proof of shelter costs.

I rent check carbon copy (or the actual, before mailed) is likely the most common of these.
Few people are likely to pay for their own water/sewage/garbage.
Utility bills are probably the second most common. PG&E.
Telephone and cable providers are probably also very common. Comcast.
Using the names of the services providers will probably help with comprehension.

alanjosephwilliams commented 10 years ago

A first pass at a perspective to guide to design:

The key takeaway seems to be that the easiest way to submit these documents will be to use a device with a camera to snap a photo and submit.
Drag-and-drop seems like a usability improvement, but I think greater usability improvements will come from guiding people toward the use of phones and tablets equipped with cameras. Not sure drag and drop is worth the dev cost for v2 (though obv not too big of a project).
With the Media Capture API, we can activate the camera or camera roll. We should probably have this be an action triggered upon request for specific documents---i.e. "upload a photo your social security card" or "driver's license".
Given the screen real estate limitations, we should include as few prompts for document uploads as possible---or given the user the ability to clear the request, essentially saying "I don't have it". Would that in and of itself be useful information?
To a user, MMS is a cheaper (in the IxD sense) than e-mail, so I would index towards that medium for follow solicitations for docs. However, it carries an actual financial expense to the user, does it not?

alanjosephwilliams commented 10 years ago

Upload the photo with Media Capture API, submit automatically w/ AJAX, no submit button required:

http://stackoverflow.com/questions/17241707/using-form-input-to-access-camera-and-immediately-upload-photos-using-web-app

codeforamerica / clean