Prep for VA Health Chat and VA Health Connect tree test

[ALogsdon3]

Description

User story

AS A Researcher I WANT to complete all the details for setting up VA health chat link placement research SO THAT the research will happen successfully

Tasks for Sprint 106 -- 13 points

Use Planning Unmoderated Studies as a guide

Finalize research deliverables

• [x] Update research plan and conversation guide with any timeline or protocol tweaks
• [x] Update sitemap in Treejack to reflect all potential correct paths
• [x] Update settings in Optimal Workhop based on guidance from Planning Unmoderated Studies

Pilots These can be with people on our team--15 minute sessions where they complete tree test and talk through it.

• [x] Recruit, schedule, run pilots with 1-2 volunteers
• [x] Make any revisions needed to conversation guide and prototype

Coordinate with Research-Ops and Perigean

• [x] Create recruiting request and submit to VA Research-Ops. Use Easy Recruitment Request for Unmoderated Cohorts
  • [x] In description, add links to github research folder and (from previous step) recruiting request form
  • [x] Make Amanda the assignee
  • [x] Add labels for the project's product, research methodology, audience, etc. using this list
  • [x] Submit Research review ticket ("1-2 weeks before you plan to conduct user research")

Acceptance criteria

• [x] Tree test is ready for testing in OW
• [x] UX lead feedback incorporated into tree test / research plan
• [x] Pilots completed
• [x] Project submitted for research review
• [x] Recruitment request completed
• [x] Follow-up tickets created as needed

[aklausmeier]

@ALogsdon3 reminder to add your and my contact info at bottom of research plan

Research plan and task development: Alexis Logsdon (your email) VA UX Lead & Project point of contact: Amanda Klausmeier (amanda.klausmeier@va.gov)

[mmiddaugh]

@ALogsdon3 @aklausmeier - thank you for the opportunity to review the research plan. A few thoughts:

• Research goals
  • Suggest adding VA health connect to Research goal 2 (secondary goal) - both methods are otherwise mentioned throughout
• OCTO priorities
  • Suggest adding: "Number of transactions processed using our products have increased by 25%" as we hope that promoting these communication methods in logical places on VAMC pages will increase Veterans awareness and use of the tools
• Tasks
  • VA health chat and VA health connect were created as an alternative to calling a medical center's main phone number so that Veterans can connect with someone who can help them more quickly and without a lengthy time on hold. VA health connect is also available 24/7. Both provide real-time/live support.
    • Given those features, I wonder if the tasks (particularly for VA health connect) should more clearly separate this task from simply calling the main facility phone number or leaving a message. Such as, "It's after hours and you'd like to ask someone about a health concern..." or "You need to change your appointment and don't know which extension to call..."
  • Task 6. Suggest replacing "someone on your your health care team" with something more general such as "a health professional" or "VA health care staff" because the tools connect Veterans with someone who can help, but not necessarily someone who knows them or is at their facility (This is different than secure messaging, which goes direct to their provider or team).
• Recruitment
  • Both tools are only available to Veterans who are enrolled in VA health care. VA health chat also requires the Veteran to have login credentials.
    • Should these be included in the recruitment criteria?
    • Is familiarity with VA health facility webpages important?

[ALogsdon3]

Thank you for the feedback, @mmiddaugh! Here's my thoughts:

Research goals: Suggest adding VA health connect to Research goal 2 (secondary goal) - both methods are otherwise mentioned throughout

Good catch, I will edit to reflect this change.

I wonder if the tasks (particularly for VA health connect) should more clearly separate this task from simply calling the main facility phone number or leaving a message.

I need to spend more time with this one to decide how to alter the current tasks effectively, but this is an important call out that I need to account for.

Suggest replacing "someone on your your health care team" with something more general such as "a health professional" or "VA health care staff"

I was operating under the assumption that they could speak to someone from their team if they identified Nurse advice line as their answer. I was basing that on your Mural, and I made a little chart for myself to track paths to each service. I will attach that as another comment below.

Both tools are only available to Veterans who are enrolled in VA health care. VA health chat also requires the Veteran to have login credentials. Should these be included in the recruitment criteria? Is familiarity with VA health facility webpages important?

I would argue that it isn't important for a tree test. Since they don't actually need to log in or be a current user of services, I want to restrain the recruitment criteria to demographic diversity and not worry about familiarity with the pages. The site architecture should be meet Veterans' mental models regardless of their current familiarity with the website. cc: @aklausmeier

[ALogsdon3]

This is the chart I made based on the Veteran journey section of @mmiddaugh's Mural	Scenario	VA health chat	VA health connect
I need to make/change a healthcare appointment	X	X
I need to request a prescription refill	X	X
I want to talk to someone about a non-urgent health related topic: I just want to talk to someone who can help	X	X
I want to talk to someone about a non-urgent health related topic: I want to talk to my health care team		X (Nurse advice line)
I want to connect to a doctor by phone or video		X

cc @aklausmeier here, too!

[xiongjaneg]

From Michelle: Do we need Veterans to test this? From Alexis: This could probably be done internally with team members or other team members (PW, CMS, etc.)

[xiongjaneg]

Given limited time and priorities, documentation on this may be lower priority. Amanda and Dave may be able to assist with that aspect of this ticket.

[aklausmeier]

@ALogsdon3 The distinction between secure messaging and nurse advice line/VA Health Connect would be secure messaging is direct with their medical provider and Health Chat or Health Connect is they can speak with on call health professionals not necessarily the patient's direct provider team.

Suggest replacing "someone on your your health care team" with something more general such as "a health professional" or "VA health care staff"

I was operating under the assumption that they could speak to someone from their team if they identified Nurse advice line as their answer. I was basing that on your Mural, and I made a little chart for myself to track paths to each service. I will attach that as another comment below.

[ALogsdon3]

Current status:

• Tree test is ready for piloting and feedback. Link shared in facilities channel.
• Scheduled message for Thursday AM in public websites channel to get pilot participants.
• Once I've gotten feedback on the tree test from PW participants, will submit to research review (hoping to do this by Friday, 3/20) cc: @jilladams @xiongjaneg @aklausmeier

[ALogsdon3]

Research has been submitted for review! Now we wait. :) cc: @aklausmeier @jilladams @xiongjaneg @mmiddaugh

[jilladams]

In the spirit of @xiongjaneg and @ALogsdon3 leaving next week: the last AC here is for tickets created as needed for next steps. If someone's able to share what the next steps probably look like (synthesis?) I can help make those, or Alexis, if you're able to spell out tickets for what comes next, holler.

[aklausmeier]

You can create a ticket and assign to me for Research Synthesis.

[ALogsdon3]

Research review is complete; recruitment kickoff has begun, with estimated start date of study April 1, 2024. Closing this ticket as completed.