Ongoing weekly support with content updates for the 10-10EZ and 10-10CG

[Dene-human]

Sitewide Content Intake Form

Ongoing support with content updates on the 10-10EZ with Danielle

• [ ] Content strategy and writing to create new unauthenticated (static) VA.gov page
• [X] Writing/editing to update existing unauthenticated (static) VA.gov page
• [ ] Content support for an app or tool
• [ ] Something else (please add details in the next question)

What do you need help with?

After conducting Discovery research on the 10-10EZ, it is clear that many questions' plain language and content need to be updated to improve the applicant understanding of why the question is asked and provide clarity on how to answer certain questions, with the overarching goal of improving user experience and reducing drop-off rates.

When does this content work need to be done?

Danielle and I discussed that it would be ideal to have an ongoing weekly meeting to tackle specific sections of the form. Tentative plan:

• First week: birth sex and SIGI question
• Second week: Service history question
• Week 3-5: Household information section

Do you plan to bring this to an upcoming content office hours session?

• [ ] Yes, benefit content office hours (Thursdays, 3:00 p.m. to 3:45 p.m. ET)
• [ ] Yes, chatbot content office hours (Fridays, 2:00 p.m. to 3:00 p.m. ET)
• [ ] Yes, health content office hours (Thursdays, 11:00 a.m. to 11:30 a.m. ET)
• [ ] Yes, unauth office hours (Mondays, 11:00 a.m. to 11:30 a.m. ET)
• [X] No, but I'd like to schedule time to talk about this request
• [ ] No

About your team

• Team name:
• OCTO-DE product owner: Ming Ligh
• Product manager: Chris Dyer
• Designer: Dené Gabaldón
• FE engineer: Dat Tran
• Product/team Slack channel: # vsa-caregiver

[DanielleThierryUSDSVA]

Thanks, @Dene-human! Copying @peggygannon and @shiragoodman just for platform awareness here.

Also, I've started a content brief for this form. You can find it here: https://github.com/department-of-veterans-affairs/va.gov-team/blob/master/products/content/content-briefs/10-10ez-content-brief.md. I'll be adding to this as we continue with our weekly content workshops on the 10-10EZ. Thanks, all!

[DanielleThierryUSDSVA]

Hi @Dene-human. Thanks for the great workshop meeting today! I added notes to the content brief. I also added an example of how we used accordions within the covid-19 form, so we can talk about that next week.

https://github.com/department-of-veterans-affairs/va.gov-team/blob/master/products/content/content-briefs/10-10ez-content-brief.md.

[Dene-human]

Fantastic! And thank YOU!

This example is super helpful!

[DanielleThierryUSDSVA]

Hi @Dene-human @mlighdc. Uploading the intro page here for SMEs. I'm going to close the intro page ticket so we can keep all of our work in this one ticket. Also, just a reminder that when we send content to subject matter experts for review, we always make sure to ask them to review for accuracy only and not stylistic edits since we're writing to align with our plain language standards and VA.gov voice and tone. Thanks!

10-10 EZ intro revised with new patterns_06.16.21

[mlighdc]

Thanks @DanielleThierryUSDSVA! @Dene-human we can discuss how we want to get the new intro page to the SMEs for review.

@DanielleThierryUSDSVA for the year (e.g. Gross Income for 2020) - will that automatically update or does someone have to go in every year to make the change? There is a link out of the form to income threshold and it gets dated. So would like to avoid any manual updates.

[DanielleThierryUSDSVA]

@mlighdc That's a great question. We'd have to explore whether we could update automatically. But thinking about it more, what I'm really trying to avoid is the "previous calendar year" wording. So what if we just try "last year" for now?

Uploading new version: 10-10 EZ intro revised with new patterns_06.16.21

[mlighdc]

@DanielleThierryUSDSVA sounds good to me. But will defer to your content expertise :-).

[Dene-human]

@DanielleThierryUSDSVA I have two main things to discuss with you (besides the Intro) this week. I will also come to your office hours tomorrow.

1. Medicaid/Medicare 10-10EZ

The change started because of a small wording update to the paper form (see in attached Word doc), but since we are here, I am proposing a slightly bigger update.

• Can you please review both versions?
• Do you have any opinions on pulling out the more info and placing it above the question? I have seen examples of this in other forms. 10-10EZ Medicaid-Medicare_6.23.21

Version 1 (copy changes highlighted) First highlight is directly from the paper form. Second highlight is an addition I made based on a stakeholder's concern that Medicaid has different names depending on the location a person lives.

Version 2 (two pages) Medicaid- shortened version and pulled out from more info component (people find this question difficult to answer and because of the short question, tend to miss the more info or think it is the question).

Page 1

Page 2

2. POA documents acceptable/unacceptable 10-10CG

• Please review the way I incorporated/rewrote the CG stakeholder content into the existing copy
• Please check capitalization rules (I adjusted from the stakeholder content) 10-10CG POA-common docs_6.23.21

[Dene-human]

@DanielleThierryUSDSVA I updated the Medicaid page based on what you sent yesterday. Please let me know if you think this is ready to go.

[RLHecht]

@Dene-human There are two "is" in the text right after the word Medicaid. Can you make sure to delete one?

[Dene-human]

@RLHecht Ah, good catch! Thank you. Updated!

[Dene-human]

@DanielleThierryUSDSVA The CG Program team was quite pleased at how we implemented the spirit of their content! They have two requests (Highlighted in attached):

1. Change the Veteran power of attorney to Power of attorney for Veteran, same with Health care power of attorney for Veteran
2. They are getting a lot of partial docs or those that only have the cover or signature page. I highlighted two places where I added language around this.

Happy to receive your comments on wording and placement.

[DanielleThierryUSDSVA]

Hi @mlighdc @Dene-human. Here's an updated version of the intro page with some tweaks based on our call with the Health Eligibility Center folks. Updates highlighted in yellow. Thanks!

10-10 EZ intro revised with new patterns_06.28.21

[DanielleThierryUSDSVA]

Hi @Dene-human. Content notes for document upload:

Additional info component

• Add "s" to make it "types" in the expandable question:

What types of documents does VA accept to show legal representation?

• I think we should have "the" before the "Veteran" in "Power of attorney for the Veteran" and "Health care power of attorney for the Veteran"

• As discussed, let's move the info about accepting documents up to the top (and we may want to move the "Our staff will review" line up too then just so it's not hanging out by itself at the bottom). But, we could also consider leaving this info out here and only including it in the guidelines section for now to find out if that helps before adding in both places.

First, please know that we only accept full documents. We can't accept only a cover or signature page. Our staff will review your documents with you after you apply.

Upload your supporting document

You can upload a scanned copy or photo of your document from the device you’re using to apply online.

Follow these guidelines when you upload your document:

• Upload the full document. We can’t accept only a cover or signature page.
• Format the file as a .pdf, .jpg, .jpeg, or .png.
• Be sure the file is 10MB or less in size.

Note: A 1MB scanned file equals about 500 pages of text. A photo is usually about 6MB. If you have a slow Internet connection, large files may take longer to upload.

[mlighdc]

@Dene-human let me know when the design is really to be sent to the Caregiver team for final review. I am not sure the following sentence is correct. They may mark the application "ineligible" so they will not necessarily need to review the PoA document with them.

Our staff will review your documents with you after you apply.

cc @DanielleThierryUSDSVA

[Dene-human]

@mlighdc Good question. This did come directly from the content that the program team sent, but worth confirming. I'll send you the designs in ticket #26002

[mlighdc]

I saw this " Caregiver Support Staff will review submitted documentation with applicants" We should verify what they mean and how it could be interpreted. :-)

[Dene-human]

@DanielleThierryUSDSVA Putting these here to work on tomorrow for the 10-10CG facility selection. Thank you!

Word doc: 10-10CG_Facility selection_7.8

PDF mockup: Facility selection V1

[mlighdc]

@Dene-human the design looks good.

@DanielleThierryUSDSVA I am sending you and Dene some comments on the copy via an email since I can't attach my work doc here. Take a look and let me know if you have any questions. Thanks!

[DanielleThierryUSDSVA]

Thanks, @mlighdc! I think this was just @Dene-human's placeholder copy for now and we're going to workshop it together tomorrow. So will be good to have your thoughts as we go through it!

[DanielleThierryUSDSVA]

Hi @Dene-human. I know you have a meeting at 12:30 p.m. so here's an initial draft to help get caregiver program feedback. I'd love to know if they are comfortable saying what the coordinator might do as part of the application process.

VA health facility for application process

Select the VA health facility from the list below that’s closest to you. A Caregiver Support Coordinator from this facility may contact you as part of the application process. The coordinator may review your application with you, ask more questions, or visit with you at home.

Note: Coordinators are only located at certain VA health facilities. The list below includes only these facilities.

(under search input) VA health facilities with a Caregiver Support Coordinator within X miles of 87068.

[DanielleThierryUSDSVA]

A note mainly for myself before I forget - in iterating, I'd like to find a way around the directional language of "below."

[Dene-human]

Thanks again for getting this in before the meeting @DanielleThierryUSDSVA Good thinking on the directional language! I also want to use similar/same language below the search results when/if user loads more results.

Program team is very receptive-here is their feedback:

1. "Change Caregiver Support Coordinator" to "Caregiver Support Program Staff" in all places
2. Remove last sentence (not really comfortable going into details because it is different for each case, and they are trying to get out of people's heads that they 100% will have a home visit- because they might not)
3. Every applicant WILL be contacted

So something like this: Select the VA health facility from the list below that’s closest to you. A Caregiver Support Program Staff member from this facility will contact you as part of the application review process.

Note: Caregiver Support Program Staff are only located at certain VA health facilities. The list below includes only these facilities.

[Dene-human]

Hi @DanielleThierryUSDSVA we are hoping to have SIGI ready to send to stakeholders tomorrow if possible.

Design links here

• Birth sex
• Gender
• Marital status
• Race, ethnicity, origin

I think for each of these we can provide the how/why the question is asked and utilize either the more info component or hint text depending on the length. Currently I only used hint text for the race, ethnicity, origin page, but any of these can be adjusted based on the content.

[DanielleThierryUSDSVA]

Hi @Dene-human. Following up from our working session today with content for birth sex and gender.

As we talked about, I'd recommend going with a standard "Why we ask for this information" and avoid questions for the additional info within the context of questions to avoid confusion. Let me know any questions/thoughts on the "why" language. Also, I noticed a missing "s" in "Transgender woman" in Sketch.

@mlighdc let us know if you'd like to share this with the LGBTQ+ health program office as well as the HEC team, and if you'd like me to share or if you'd like to. Either way is fine with me!

[question] What sex were you assigned at birth? Female Male

[link] Why we ask for this information

[expanded content - V1] We want to help your provider understand your care needs. We also want to understand the needs of our Veteran community. This helps us better serve Veterans of all gender identities.

We’ll add this information to your VA health record. We make every effort to protect your personal information. When we use this information for statistics, we never link it to your name or other details that people can use to identify you.

[expanded content - V2]

We add this information to your VA health record. This helps your care team understand your needs.

We also use this information to create statistics. These statistics help us make sure our programs and policies serve the needs of Veterans of all gender identities.

We make every effort to protect your personal information. When we use this information for statistics, we never link it to your name or other details that people can use to identify you.

[question] What is your gender? Man Woman Transgender woman Transgender man Nonbinary A gender not listed here Prefer not to answer

[link] Why we ask for this information

[expanded content - v1] We share this information with your provider to help them understand your care needs. We also use this information to create statistics. These statistics help us make sure our programs and policies serve the needs of Veterans of all gender identities.

If you choose to answer, we’ll add this information to your VA health record. We make every effort to protect your personal information. When we use this information for statistics, we never link it to your name or other details that people can use to identify you.

[expanded content - V2]

If you choose to answer, we add this information to your VA health record. This helps your care team understand your needs.

We also use this information to create statistics. These statistics help us make sure our programs and policies serve the needs of Veterans of all gender identities.

We make every effort to protect your personal information. When we use this information for statistics, we never link it to your name or other details that people can use to identify you.

Note for this one: What do you think about this for ordering? Since we're using alphabetical order for the single-word options, then moving to the 2-word choices, then the longer options, this brings "nonbinary" up to be listed alphabetically within the single-word options.

Man Nonbinary Woman Transgender man Transgender woman A gender not listed here Prefer not to answer

[DanielleThierryUSDSVA]

Oh! @Dene-human @mlighdc One other thing: We talked about how if the gender question is not check all that apply, we need to shift the language a bit.

Options:

We could change the question to something like this:

Which of these options best fits how you describe your gender?

Or we could add hint text like this:

What is your gender? Choose the option that best fits how you describe yourself.

[Dene-human]

Thank you so much @DanielleThierryUSDSVA! Next week we can work on Marital status and Race, ethnicity, origin pages

@mlighdc Would you like to share this with the LGBTQ+ health program office and the HEC team?

Files attached

• SIGI update 7.16 design PDF

• SIGI update 7.16 content Word doc

[mlighdc]

Just sent the email to the LGBTQ office @Dene-human. I just noticed that I did not cc you. I will forward the email to our VA.gov email address. @tchrisdyer it also went to your VA.gov email.

[Dene-human]

Sounds good. Thanks @mlighdc !

Also just for my own reminder, I'm putting the list of things to discuss this week with @DanielleThierryUSDSVA

1. Finalize Intro based on feedback

   • DD214 MAY be needed
   • Remove vision and dental from intro paragraph
   • Check "explorer website" for language consistency

2. Check Privacy Act and Terms & Service

3. Discuss language around the auto-qualify

4. Write "how & why" for Marital status and Race, ethnicity, origin questions

[DanielleThierryUSDSVA]

@Dene-human Here's the "pre-qualification" content that we talked about. Let me know if you have questions or want to talk through any of it.

As a recap of our discussion:

• This approach allows us to avoid introducing a new concept of "prequalification" and having to try to explain what that means.
• This approach also allows us to avoid the "you may be eligible" noncommittal line since we still can't definitively say the person is eligible. With this approach, we can be definitive in saying that this rating simply allows them to answer fewer questions.
• Beth and I think that the 827-1000 VBA benefits # is the best place to send folks if their rating info isn't correct. But we can confirm that with SMEs as well.

You can fill out a shorter application Our records show that you have a VA disability rating of XX%. Because your rating is 50% or higher, we can ask you fewer questions.

Continue to application

What if I don’t think my rating information is correct here? Call us at 800-827-1000. We’re here Monday through Friday, 8:00 a.m. to 9:00 p.m. ET. If you have hearing loss, call TTY: 711.

[Dene-human]

Hi @DanielleThierryUSDSVA here is my list for tomorrow:

1. Intro (staging) - discuss HEC feedback

   • Discussed not wanting to use "may" in Step 2
   • Discussed moving Insurance cared to the optional information (but it is still required for all...)

2. SIGI update?

3. Short form confirmation page

4. Facility selection errors

[DanielleThierryUSDSVA]

Hi @Dene-human! Hope you had an amazing trip! Now that we're both back in the office, I wanted to share with you the approved "why we ask for this information" content for the birth sex and gender identity questions.

What sex were you assigned at birth?

Why we ask for this information

Population data shows that a person’s sex can affect things like their health risks and the way their body responds to medications. Knowing your sex assigned at birth, along with other factors, helps your health care team use data to:

• Interpret your lab results
• Prescribe the right dose of medications
• Recommend health prevention screenings

We also collect this information to better understand our Veteran community. This helps us make sure that we’re serving the needs of all Veterans.

What is your gender?

Choose the option that best fits how you describe yourself.

Why we ask for this information

This information helps your health care team know how you wish to be addressed as a person. It also helps your team better assess your health needs and risks. Gender identity is one of the factors that can affect a person’s health, well-being, and quality of life. We call these factors “social determinants of health.”

We also collect this information to better understand our Veteran community. This helps us make sure that we’re serving the needs of all Veterans.

[Dene-human]

Hi @DanielleThierryUSDSVA ! Thank you! It was quite nice! I hope you had a wonderful week away as well!

Thanks so much for getting this to me and all your work on it. Very well done, I'm looking forward to it being implemented!

[Dene-human]

Thanks for your help this morning @DanielleThierryUSDSVA !

Here are the links to the short form designs:

• Authenticated immediate alert
• Self-reported confirmation
• Alert for same selection on disability compensation page
• Accordion message at top for short form

[Dene-human]

Hi @DanielleThierryUSDSVA Starting a list for Friday's meeting:

10-10-EZ

1. Introduction feedback: Stacey Echols asked that we remove "full"

2. Introduction feedback: HEC team confirmed that they would like Health Resource Center changed to Health Eligibility Center. They were not 100% sure if this should be changed throughout the whole Va.gov or not.

   

3. New Indian question- current provided text input in design

[Dene-human]

Discussed in today's meeting:

Indian definition provided by HEC team:

INDIAN: The term “Indian”, as used in this form means any individual defined at 25 U.S.C. 1603(13) or 1603(28). This means the individual: (1) Is a member of a Federally-recognized Indian tribe; (2) Resides in an urban center and meets one or more of the following four criteria: (i) Is a member of a tribe, band, or other organized group of Indians, including those tribes, bands, or groups terminated since 1940 and those recognized now or in the future by the State in which they reside, or who is a descendant, in the first or second degree, of any such member; (ii) Is an Eskimo or Aleut or other Alaska Native; (iii) Is considered by the Secretary of the Interior to be an Indian for any purpose; or (iv) Is determined to be an Indian under regulations promulgated by the Secretary of Health and Human Services; (3) Is considered by the Secretary of the Interior to be an Indian for any purpose; or (4) Is considered by the Secretary of Health and Human Services to be an Indian for purposes of eligibility for Indian health care services, including as a California Indian, Eskimo, Aleut, or other Alaska Native.

Questions we plan to workshop through in regards to the "Indian" question:

• What is our goal in asking this questions?
• What benefit does an applicant get out of answering/ how will this impact eligibility?
• Will this be checked or will we take their word for it?

Brainstorming possibilities: -Wording for more info component: "How we define Indian for eligibility"

• Possibility of checkboxes for each of the listed definitions

"VA compensation" question to workshop

Considerations

• Research participants believe that they have both VA pension and are receiving pay for a service-connected disability
  • Is this possible? (regardless the question is causing confusion)
• Many participants thought that VA pension means for people who retired from the VA itself
• Should we consider separating this question into two?- one asking about the disability rating and the other about VA pension: "Do you receive a Veterans Pension from VA?"
  • Possible more info component text or hint text: "The Veterans Pension program provides monthly payments to wartime Veterans who meet certain age or disability requirements, and who have income and net worth within certain limits." VA pension eligibility
• Can someone have a disability rating, but not receive pay for it?
  • If so, what would be the next step in the HC application process (Eg. applying for service-connected disability pay, continuing to apply for HC, etc.)

The order of the radio buttons for the "Gender" question is:

• Woman
• Man
• Transgender woman
• Transgender man
• Nonbinary
• A gender not listed here
• Prefer not to answer

[Dene-human]

@DanielleThierryUSDSVA In preparation for our working session with the HEC team Wed. 9/29, 2pm EST

Current compensation - Mural link

Need

1. Service-connected pay - Why we ask for this information

2. Veteran's pension - Why we ask for this information

Indian question - Mural link

Need

1. Question rewritten
2. Definition written in plain language

Insurance + Insurance detail - Mural link

[DanielleThierryUSDSVA]

Hi @Dene-human. Here's the content for the American Indian or Alaska Native question. Others coming soon! American Indian or Alaska Native question

[DanielleThierryUSDSVA]

@Dene-human Here's the health insurance question content. Health insurance question

[DanielleThierryUSDSVA]

@Dene-human Here's the disability and pension question content. Let's get their input first on the idea of splitting these questions up, and let them know that we may refine the language a bit more. Compensation section

[Dene-human]

Hi @DanielleThierryUSDSVA

Thank you so much for your help today on the 10-10CG Sign as a rep new flow!

• Designs
• Flow

Tomorrow in our weekly I would like to discuss the following for 10-10EZ:

1. Marital status "how" and "why"

2. The HEC team requested that we add 0% to the current compensation question

[Dene-human]

Updated Marital status question (sketch link)

[Dene-human]

@DanielleThierryUSDSVA

I welcome all ideas and feedback for the content of the design and content-specific research conversation guide for the 10-10CG sign as a Rep.

• Sketch link to designs with content
• Research conversation guide (feel free to edit directly)
  • Rough draft of Mural board

I have a meeting planned for Tuesday at 3pm EST to go through this with the Research Principal thus ideally would love to receive your feedback before then. Thank you!

On another note- do you mind working with George on the best way to get in touch with the Office of Tribal Government Relations?

[DanielleThierryUSDSVA]

Good morning, @Dene-human! I'm editing the conversation guide now. One thing I think that would be great is if we make the questions more broadly about "proof that you're the Veteran's legal representative" rather than "documents you had to provide." This will help us understand how they even think about documents, whether there are cases where they were able to give verbal proof, etc.

Just to close the loop on the other question about Tribal Gov Relations office, per slack, let's ask the HEC team to connect us or let them know that we're going to reach out to gain more understanding for more effective collaboration. I've talked with the office before (albeit briefly), so am happy to reach out on our behalf if we end up reaching out directly. Thanks!

[Dene-human]

Thank you @DanielleThierryUSDSVA ! Great idea on the "proof that you're the Veteran's legal representative" phrasing!

Do you have any edits on the designs themselves?

I'll work with George to connect with the HEC team!

[DanielleThierryUSDSVA]

@Dene-human Reviewing designs now!

[DanielleThierryUSDSVA]

@Dene-human With all the added explanation, the content is really struggling with plain language. So I'm going back through to try to bring it down a bit grade-level wise. I also think we should think about introducing the word "proof" as a stronger word, based on the team's concern that people understand the weight of these documents. I'll post thoughts on copy as I go here. Let me know what you think!

Who will sign screen

At the end of this application, we’ll ask the Veteran and each family caregiver applicant to sign.

If the Veteran can't sign for themselves, a legal representative can sign for them. To sign for a Veteran, you must upload proof that you have the current legal authority to make health care decisions for them. We'll guide you to help you upload a document we can accept. We don’t accept a general or financial power of attorney, marriage certificate, or driver’s license as proof.

Who will sign this application for the Veteran?

• The Veteran
• A legal representative with the authority to make health care decisions for the Veteran (if you choose this option, we'll ask you to upload your legal document next)

[DanielleThierryUSDSVA]

Who will sign this screen "Are you sure?" alert

Are you sure? You choose this option before. To sign for the Veteran, you must upload a document that proves you have the legal authority to make health care decisions for them.

[DanielleThierryUSDSVA]

Representative document

What about changing the header to:

Step 5 of 6: Proof of legal authority to make decisions

Content:

What type of legal document are you uploading for review?

Note: We can only accept a document that proves you have the current legal authority to make health care decisions for the Veteran. We don’t accept a general or financial power of attorney, marriage certificate, or driver’s license as proof. We'll review each document to make sure it meets our requirements.

• Veteran legal guardianship
• Veteran-related court order
• Health care power of attorney with legal authority to make health care decisions for the Veteran
• Other type of document

[error]

We can't accept other types of documents at this time.

We're sorry. The Veteran will need to sign this application.

We can't accept documents that aren't listed here. For example, we can't accept a power of attorney without health care specifications, marriage certificate, driver's license, or VA benefit forms.

You'll need to go back and choose the option for the Veteran to sign this application.

[button] Back

Note: I wasn't sure that "Back" would be clear here, so added a line above the button to connect to that. Thoughts?

[DanielleThierryUSDSVA]

Upload your legal representative document

Upload your proof of legal authority to make health care decisions for the Veteran

You're uploading this type of document: [document type]

Follow these tips to upload a scanned copy or photo of your document:

[no changes on bullets or note]