[Content organization] Content organization and/or categorization isn't clear or actionable. (02.06.1)

[shiragoodman]

General Information

VFS team name

Claims & Appeals

VFS product name

HLR V2

Point of Contact/Reviewers

Jim Ryan (@jimuhh) - IA

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Platform Issue

Content organization and/or categorization isn't clear or actionable.

Issue Details

The headers and text aren't direct and task-focused

Link, screenshot or steps to recreate

VA.gov Experience Standard

Category Number 02, Issue Number 06

Other References

WCAG SC 3.1

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Platform Recommendation

Reach out to content team and consult style guidelines: https://design.va.gov/content-style-guide/content-principles

VFS Team Tasks to Complete

• [ ] Comment on the ticket if there are questions or concerns
• [ ] Close the ticket when the issue has been resolved or validated by your Product Owner. If a team has additional questions or needs Platform help validating the issue, please comment in the ticket.

[Mottie]

Hi @jimuhh! Would you please elaborate. Which pages have this issue? Also, we had @mnorthuis and @bethpotts review the content of the form, maybe some collaboration would set us on the right path?

[jimuhh]

Hi @Mottie! Sorry for the confusion. It's really a minor tweak in an otherwise fine site. The text under "Is this the form I need?" is just a bit off the VA tone and voice guidelines in that it focuses more on describing an internal VA process from a VA point of view and less on the user's problem. Also, it finishes up with the kind of mildly forbidding language we're told to avoid. I thought maybe something like this might work better.

Use this form if the VA rejected your claim and you would like one their senior reviewers to reevaluate the evidence you submitted. Note: the reviewers can only look at evidence you provided for your original claim. No new evidence can be provided at this stage.

@bethpotts Please advise.

[bethpottsVADEPO]

@jimuhh or @Mottie could you post the current language here for me? Thanks!

[Mottie]

Hi @bethpottsVADEPO!

It's the first page of the wizard: https://staging.va.gov/decision-reviews/higher-level-review/request-higher-level-review-form-20-0996/start

Text:

\

Is this the form I need? \

Use this form if you disagree with VA’s decision on your claim and want to request that a senior reviewer take a new look at your case and the evidence you provided. You can’t submit any new evidence with a Higher-Level Review.

\

Answer a question to get started.

\

For what type of claim are you requesting a Higher-Level Review?

\ Disability compensation claim \ A claim other than disability compensation

[bethpottsVADEPO]

@Mottie Can you revise the first sentence ("Use this form...") like this:

Is this the form I need?

Use this form if you disagree with our decision on your claim and want a senior reviewer to review your case again. You can’t submit any new evidence with a Higher-Level Review.

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Thank you!

[Mottie]

Thank you!

[jimuhh]

Thanks for stepping in, @bethpottsVADEPO. Don't know how I missed this notification in my inbox.