Change Request: Replacing "not enrolled" error screens in SM and Rx features

1.) Requestor's Name

Laura Willwerth

2.) Requestor's Email

l.willwerth@bloomworks.digital

3.) VA Team

Sitewide CAIA

4.) What is the name of the project or change?

Replacing "not enrolled" error screens in SM and Rx features

5.) Please explain what problem you are trying to solve.

Mobile app is currently serving incorrect error screens in the SM and Rx features to Veterans who are "not enrolled" to use these features.

We believe these "not enrolled" errors are served up when Veterans sign in with a Login.gov, ID.me, or DS Logon account that isn't registered with MHV on the backend. (Registering with MHV = signing in to the MHV national portal with an identity-verified account, providing personal info, accepting ToU, and successfully connecting your account to your VA health information. This step is currently required to access SM and Rx tools in web and mobile.)

These incorrect screens instruct these Veterans to "upgrade to Premium." Here are a few of the problems with this content:

References MHV "advanced" accounts, which no longer exist.
Addresses the wrong audience. The content addresses people who are signed in with MHV accounts. But mobile app requires LOA3 verified accounts to sign in, and all LOA3 MHV accounts would already be "registered" with MHV on the backend. So the people seeing this alert must be signed in with Login.gov, ID.me, or DS Logon accounts.
Gives an instruction the person cannot follow. We no longer support any type of "upgrade" process for MHV accounts.
Muddles the requirements for using the SM and Rx features with the requirements with the (outdated and moot) requirements for getting a Premium MHV account

6.) Please explain how this change would work.

We believe the solution is to implement 3 screens to help Veterans access SM and Rx features if they can, or to explain why they can't. I worked on this content with @mistymg.

Screen 1: Account not registered with MHV If a Veteran is signed in with a Login.gov, ID.me, or DS Logon account that is not registered with MHV on the back end, and they try to access SM or Rx features in mobile app, we should serve a version of this "Register your account with MHV" alert. This alert is currently implemented on the MHV on VA.gov landing page.

Suggested content updates to this "register" alert in mobile app, because SSO won't work from mobile to web:

Register your account with My HealtheVet Before you can access your messages and prescriptions in the mobile app, we need to confirm your personal information and relationship with VA health care.

Follow these steps:

Sign in to the My HealtheVet website with the same account you used to sign in to the mobile app.

On the registration page, answer the questions and review the personal information shown to you.

After you register, sign back in to the mobile app using the same account.

[link with external link icon to this URL: https://www.myhealth.va.gov/mhv-portal-web/web/myhealthevet/user-login] Sign in to the My HealtheVet website

Screen 2: No access to messages If a Veteran is signed in with an account that is registered with MHV on the back end, but they don't meet the requirements to use the SM feature, we should serve an adjusted version of this "You don't have access" alert when they try to access SM in mobile. This alert is currently implemented on the MHV on VA.gov homepage.

Suggested content for SM "no access" alert in mobile app:

You don't have access to messages To access messages, both of these descriptions must be true:

You're enrolled in VA health care, and

You're registered as a patient at a VA health facility

If you’ve received care at a VA health facility, call the facility and ask if you’re registered. [link with external link icon to this URL: https://www.va.gov/find-locations/?&facilityType=health] Find your nearest VA health facility

If you’re not enrolled in VA health care, you can apply now. [link with external link icon to this URL: https://www.va.gov/health-care/how-to-apply/] Find out how to apply for VA health care

Screen 3: No access to prescriptions If a Veteran is signed in with an account that is registered with MHV on the back end, but they don't meet the requirements to use the Rx feature, we should serve a variation of the screen 2 "no access" content when they try to access Rx in mobile.

Suggested content for Rx "no access" alert in mobile app:

You don't have access to prescriptions To access prescriptions, you must be enrolled in VA health care or another VA health benefits program.

If you’re not enrolled in VA health care, you can apply now. [link with external link icon to this URL: https://www.va.gov/health-care/how-to-apply/] Find out how to apply for VA health care

7.) Features Impacted

Prescriptions and messages

8.) Please include all relevant documentation links for this change request.

Original CAIA intake ticket from Patrick: https://github.com/department-of-veterans-affairs/va.gov-team/issues/84607

More specific CAIA ticket: https://github.com/department-of-veterans-affairs/va.gov-team/issues/92630

9.) Does your team have all the necessary materials (documents, designs, processes, analytics, APIs, etc) in place for Mobile to make these changes right now?

Yes

10.) Has this change been discussed with VAHB POs (Ryan or Don)?

Don - Yes

11.) Has this change been agreed upon by all impacted VA Stakeholders?

I'm not certain who needs to agree to this change

12.) What is your ideal due date for this change request?

As soon as possible

department-of-veterans-affairs / va-mobile-app