[Research] Create Study Report

[loripusey]

User Story

• As a product team, we want to document and share the findings from the June 22 study.

Related Documentation

Description

A research report detailing findings and design recommendations from the June 22 study.

Reference Materials

• Platform research process and research checklist
• Synthesis

Tasks

• [x] Create research reports/readout documents of findings. 2 versions needed (Presentation and GitHUB Markup). Use this report template and GitHub Markup template
• [x] Conduct the inclusive design analysis

Acceptance Criteria

• [x] Post research report to GitHub as presentation and markup document
• [x] Update the research repo.
• [x] Create necessary issues/tickets that address findings in coordination with Corey and Julie
• Schedule readout sessions with
  • [x] Stakeholders (talk to Patrick about when to do this)
  • [x] Team (either via Slack or Zoom meeting)
  • [x] Monday design/research sync (message Naomi Marcussen to get on the schedule)

[benbrasso-agile6]

@loripusey I'm going to see if I can grab time with you tomorrow to review this - https://docs.google.com/presentation/d/1Y8JFwpkY85blzt1IvKx-35AZ9FaaYBdoGrFONK-vPfs/edit?usp=sharing

I just have a couple set-up slides that i still need to add. But, feel free to review if you'd like.

@kristenmcconnell FYI, I made the updates that we discussed

[benbrasso-agile6]

Finished these

https://github.com/department-of-veterans-affairs/va.gov-team/blob/master/products/health-care/checkin/research/staff-facing/bay-pines-in-person/research-findings.md

https://github.com/department-of-veterans-affairs/va.gov-team/blob/master/products/health-care/checkin/research/veteran-facing/bay-pines-in-person-uat/research-findings.md

Just need to post to research repo and message lori about change I made to recos, e.g., pre-check-in name change.

[benbrasso-agile6]

@loripusey the only ticket that I think you may not have from the recommendations is this one that I updated:

Explore new naming convention for “pre-check-in” that doesn’t include “check-in.” Specifically, draft new ideas and document usage across Veteran and staff-facing applications. Consider how pre-check-in may be perceived by Veterans once new functionality is introduced and considered more valuable compared to current state. E.g., health questionnaires, editing information and medication review.

Link to Bay Pines presentation to look at recommendations

To recap, I think our team's tickets would be (not including VSE, VSE-CS tickets):

Co-work with VeText/CHIP:

• Add a "check in now" message from VeText/CHIP delivered 30 minutes before the appointment.
• Explore creating a test to send a pre-check-in reminder text (via VeText/CHIP), if not completed.
• Explore adding appointment time to CHIP response when Veteran is too early for check-in.
• Explore adding information related to being too late for check-in to CHIP response when Veteran is too late for check-in.
• Explore removing, "We're sorry," from CHIP response when a Veteran needs their health insurance reviewed to avoid possible Veteran concern or frustration.

Vet-facing team

• Test a stepped form design for check-in with Veterans as a way to better communicate the remaining steps.
• Add a link on the pre-check-in confirmation page for Veterans to learn about how to check in on the day of their appointment.
• Explore new naming convention for “pre-check-in” that doesn’t include “check-in.” Specifically, draft new ideas and document usage across Veteran and staff-facing applications. Consider how pre-check-in may be perceived by Veterans once new functionality is introduced and considered more valuable compared to current state. E.g., health questionnaires, editing information and medication review.
• Research if there’s any known QR code bugs associated with text messages not populating.

Long term:

• Explore reintroducing a VA-owned check-in device in clinics – once kiosks are removed and remaining functionality has been migrated into PCI or elsewhere – to better serve the needs of Veterans that aren't interested in a mobile check-in solution. And, as more functionality becomes available in both a VA-owned check-in device and a mobile solution, remove superfluous posters and brochures from clinics to streamline the check-in experience for Veterans.

[loripusey]

Co-work with VeText/CHIP:

• Add a "check in now" message from VeText/CHIP delivered 30 minutes before the appointment.
  • Deliver "Check-in Now" Message 30 Minutes before Appointment
• Explore creating a test to send a pre-check-in reminder text (via VeText/CHIP), if not completed. Send Pre-Check-in Reminder(s)
• Explore adding appointment time to CHIP response when Veteran is too early for check-in.
  • Revisions to "Too Late" or "Too Early" check-in status Wording for SMS Messages
• Explore adding information related to being too late for check-in to CHIP response when Veteran is too late for check-in.
  • Revisions to "Too Late" or "Too Early" check-in status Wording for SMS Messages
• Explore removing, "We're sorry," from CHIP response when a Veteran needs their health insurance reviewed to avoid possible Veteran concern or frustration.
  • Revisions to Message for Health Insurance Review Needed

Vet-facing Team:

• Test a stepped form design for check-in with Veterans as a way to better communicate the remaining steps.
  • Stepped Form Design for Check-in and **Pre-Check-in
• Add a link on the pre-check-in confirmation page for Veterans to learn about how to check in on the day of their appointment.
  • Add Check-in Process Info to Pre-Check-in Confirmation Page
• Explore new naming convention for “pre-check-in” that doesn’t include “check-in.” Specifically, draft new ideas and document usage across Veteran and staff-facing applications. Consider how pre-check-in may be perceived by Veterans once new functionality is introduced and considered more valuable compared to current state. E.g., health questionnaires, editing information and medication review.
  • Explore Clearer Naming for **Pre-Check-in
• Research if there’s any known QR code bugs associated with text messages not populating.
  • [SPIKE] [BUG] Research if there’s any known QR code bugs associated with text messages not populating