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department-of-veterans-affairs / va.gov-cms

Editor-centered management for Veteran-centered content.
https://prod.cms.va.gov
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VAMC editor generative research #17748

Open mmiddaugh opened 6 months ago

mmiddaugh commented 6 months ago

Description

As the Facilities team, we would like to understand pain points and unmet needs for VAMC PAO editors so that we can identify high value work in this area and inform our priorities.

VAMC Product folder Given current staffing and competing priorities, how might we leverage existing feedback channels to identify and prioritize areas for future research?

Possible areas to explore

Assumed or previously expressed needs

Learning about unmet Veteran-facing needs

Opportunities to improve the UX

See also:

aklausmeier commented 5 months ago

@mmiddaugh and I met to review what we know and initial scope of research. We have a number of related enhancements in the backlog driven by known issues, assumptions and editor requests.

What we are looking to clarify with research is which enhancements or uncovered needs would bring the highest value to the editors and in turn to Veteran facing content on VAMC pages to help inform how the work is prioritized.

Ideas to begin initial research:

  1. Review editor top tasks (CMS content list recently added/revised in prod)
  2. Review CMS Help Desk reports and meet with CMS Help desk (Amanda can help coordinate)
  3. Review Medallia feedback from Veterans, need to request report
  4. PAO editor user group, this is meant to be for targeted async feedback, can review research plan once we narrow research scope with pointed follow up questions

Initial research outcome

What are the top pain points of VAMC editors that we could solve? In turn, providing high veteran impact.

@oddballpete @DavidPearlUX

mmiddaugh commented 5 months ago

VAMC product folder VAMC research folder VAMC analytics

mmiddaugh commented 5 months ago

Example pages

Type of page Veteran-facing front end Drupal UX
System level home page Pittsburgh health care system https://prod.cms.va.gov/pittsburgh-health-care
System level health services Health services at Pittsburgh health care https://prod.cms.va.gov/pittsburgh-health-care/health-services
Facility level home page H. John Heinz III Department of Veterans Affairs Medical Center (a medical center within the Pittsburgh health care system) https://prod.cms.va.gov/pittsburgh-health-care/locations/h-john-heinz-iii-department-of-veterans-affairs-medical-center

Other systems to explore (feel free to wander and view as you like...here are just a few representative examples)

Veteran-facing front end Drupal link
Tampa health care https://prod.cms.va.gov/tampa-health-care
Greater Los Angeles health care https://prod.cms.va.gov/greater-los-angeles-health-care
Minneapolis health care https://prod.cms.va.gov/minneapolis-health-care
Albany health care https://prod.cms.va.gov/albany-health-care
Asheville health care https://prod.cms.va.gov/asheville-health-care
Durham health care https://prod.cms.va.gov/durham-health-care
Battle Creek https://prod.cms.va.gov/battle-creek-health-care
davidmpickett commented 4 months ago

Moving this to blocked as this work has been handed to the IIR team.

aklausmeier commented 4 months ago

Met with IIR team. CMS help desk report has been pulled, synthesized with initial insights discovered. IIR will be following up with CMS UX designer and CMS help desk agent for additional insights next week.

aklausmeier commented 1 month ago

Update:

This ticket has become more of an epic with multiple research activities contributing to uncovering VAMC editor needs.

Over the past few months the IIR team, @DavidPearlUX, has assisted us in furthering this effort.

  1. Drupal CMS Help Desk ticket review and synthesis and KB audit improvements - DONE
  2. CMS Image Upload design improvements - DONE
  3. CMS Image Upload design - usability testing - IN PROGRESS