VBA - Veteran Research

[davidmpickett]

Background

User Story or Problem Statement

As a veteran, I need information about benefits locations and regional offices so I can receive my needed benefits.

Affected users and stakeholders

• Veterans searching for information about the VBA regional offices and benefits offices.

Research Repo

Hypothesis

This is generative qualitative research so we don't really have much of a hypothesis so far, it's just getting familiar with the veteran experience and learning how they think and see things.

Research Questions

• Participant definition
  • Has visited a VBA facility in last 6 months (🛑 Limit to MVP sites? )
• What other top task is available (e.g. Talk to someone online?) and do Veterans want that?
• How important to the Veteran is the relationship of "child" locations to the RO
• Do Veterans understand the different types of facilities (or does that matter?)
• What else do Veterans need in order to be prepared for a visit
  • “What information do you wish you had before your last VBA visit?”
• What are the questions Veterans want answered by calling the phone number(s)?
• Is a list of Veteran Service Organizations (VSOs) located at that facility important?

Acceptance Criteria

• [ ] Testable_Outcome_X
• [ ] Testable_Outcome_Y
• [ ] Testable_Outcome_Z
• [ ] Requires KB article update

Design principles

Veteran-centered

• [x] Single source of truth: Increase reliability and consistency of content on VA.gov by providing a single source of truth.
• [x] Accessible, plain language: Provide guardrails and guidelines to ensure content quality.
• [x] Purposely structured content: Ensure Content API can deliver content whose meaning matches its structure.
• [x] Content lifecycle governance: Produce tools, processes and policies to maintain content quality throughout its lifecycle.

Editor-centered

• [ ] Purpose-driven: Create an opportunity to involve the editor community in VA’s mission and content strategy goals.
• [ ] Efficient: Remove distractions and create clear, straightforward paths to get the job done.
• [ ] Approachable: Offer friendly guidance over authoritative instruction.
• [ ] Consistent: Reduce user’s mental load by allowing them to fall back on pattern recognition to complete tasks.
• [ ] Empowering: Provide clear information to help editors make decisions about their work.

Labels

(You can delete this section once it's complete)

• [x] Issue type (red) (defaults to "Epic")
• [ ] CMS subsystem (green)
• [ ] CMS practice area (blue)
• [x] CMS workstream (orange)
• [ ] CMS-supported product (black)

CMS Team

Please check the team(s) that will do this work.

• [ ] Program
• [ ] Platform CMS Team
• [ ] Sitewide Crew
• [ ] ⭐️ Sitewide CMS
• [ ] ⭐️ Public Websites
• [x] ⭐️ Facilities
• [ ] ⭐️ User support

[davidmpickett]

@jcklpe Please take some time this sprint to update the description of this epic. Should more or less map to the research plan

[davidmpickett]

Research findings are documented so this epic is complete