[Epic] Content - Debt Resolution - Streamlined Waiver FSR

[mgleo]

About your team

Team name: Debt Resolution OCTO-DE product owner: Denise Coveyduc Product manager: Tom Davis Delivery Manager: Heather Rienks Designer: Megan Gayle, Joseph Lee Researcher: Charlotte Cesana FE engineers: Andrew Rodiek, Brandyn Sullins, Aaron Ponce Product/team Slack channel: Debt Resolution #benefits-debt-resolution

CAIA Support Request

What does your team need support for? Check all that apply.

• [ ] Launching one or more unauthenticated pages, online forms, apps, or tools on VA.gov
• [x] Making revisions to one or more existing VA.gov pages
• [ ] Accessibility review of wireframes and/or prototypes
• [ ] Accessibility issue (general request)
• [ ] Accessibility PDF review request
• [ ] Accessibility user research support (submit a separate, additional request)
• [ ] Something else

Give a brief description of what your team needs support with:

Our team needs support with writing for transparency. We previously spoke about this upcoming work when discussing this ticket #56447 for eFSR. The Streamlined Waiver allows Veterans who meet the qualifications to bypass sections of the FSR and automatically receive a waiver of their copays. This Mural with the different user flows will be the best way to understand all of the paths that users can take. We need to let users know that they may not have to fill out the full form and why they may have bypassed some questions if they are meet the qualifications.

Timeframe

Will this new product be released incrementally (for instance 25% of users initially)?

• [x] Yes
• [ ] No

Note: If you checked yes, we'll reach out to discuss details about the content in the react widget.

When do you expect to launch your product to 100% of users?

Unknown Please provide an estimated date so our team can create other relevant tickets.

Will this work be going through the Collaboration Cycle?

• [x] Yes
• [ ] No

If yes, please check all of the phases in the Collaboration Cycle you have completed:

• [x] Design Intent
• [ ] Midpoint Review
• [ ] Staging

When does this work need to be completed?

• Estimated launch date: July 31, 2023
• Estimated staging review date:
• Content, Accessibility, and IA work needed by: ASAP

Supporting artifacts

Please provide supporting artifacts as available.

• Link to product outline:
• Link to or attach user flows: Mural
• Link to prototype or mockups: Staging link to FSR (user 228) https://staging.va.gov/manage-va-debt/request-debt-help-form-5655/introduction UXPin Prototype
• Link to your research plan:
• Link to any epics/issues that may be helpful:

Additional Support

Collaborative Sessions

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, 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, let's work asynchronously and meet if needed

  Note: If we think this work would benefit from a collaborative session with you, we may ask you to bring it to office hours or set up a separate time to meet.

Accessibility Help in Slack

The #accessibility-help channel in the DSVA Slack, is also available to you as a resource. Everyone is welcome to ask questions or get help from our a11y (accessibility) specialists. Tag @Terry Nichols to get a11y help asap.

Next steps

Once you’ve submitted this ticket, please post a link to this issue in the #sitewide-content-ia Slack channel and tag Randi Hecht.

• If you also need engineering support from the Public Websites team, fill out their intake request form.

• If you need a page/URL redirected, a URL changed or a vanity URL set up, please submit a Redirect, URL change, or vanity URL request

  • If you are creating an experimental design, please also contact the DST.

• If you are requesting a11y support for user research, please complete this form, next.

[mgleo]

Thanks all for meeting today. We'll get a draft to you next week. Here's a link to the UXPin prototype I was sharing: https://preview.uxpin.com/f43733391f52c409c4d3152e9a4b101a392e29df#/pages//simulate/sitemap?mode=i

[charlottecesana]

Hello, following up on the content revisions for Streamlined Waiver. I have shared a link to our SW copy draft document. Please feel free to edit directly or add comments. Thank you! https://docs.google.com/document/d/1gJJQoVH_iFE_81X2B7SV8_X3H5V64DITBRS_WQWsbUo/edit

[laurwill]

Hi @mgleo @charlottecesana @denisecoveyduc , Thanks for providing this content! We're reviewing now and will have an update for you next week.

Also wanted to note for your awareness that we're planning an audit of all unauthenticated content (benefit hub pages and Resources & support pages) to account for any updates needed based on the launch of the streamlined waiver. Let us know if you have any questions about this!

cc @DanielleThierryUSDSVA

[mgleo]

Thanks @laurwill, we're making a few small updates based on recent stakeholder feedback. Just added some comments to the document.

[aliyahblackmore]

Hi @mgleo and team. Thanks so much for your collaboration on the content for the streamlined waiver.

Attached is a word document with our feedback.

SW.Content.Transparency_AB_LW_7.7.docx

A few notes:

1. Our team works in Word/SharePoint, so I exported your Google doc on 6/27 and started my review then. You confirmed via slack that there weren't any additional edits, but I did notice some smaller changes after this 6/27 date. I'm considering the 6/27 version of the document the one that our team reviewed and included some comments in the word document about any newer adjustments I noticed.

2. We’re exploring other patterns for intro pages across applications and forms. I’ve left in the process list headers for now, but I’d like to come back to you all in the future, after we’ve gotten this intro page pattern in the design system.

3. We’re also exploring the use of statements for the title of additional info components. Because the remainder of the form uses questions for this component, we’d suggest leaving this as is for now and can explore adjustments across the intro page and form in the future.

4. I noted this via Slack, but since Jill confirmed via the Slack thread that the asset information is for the veteran and spouse, just noting for you all that the UXpin prototypes are saying "your household" or "you" (in text about the fields) for the assets. Suggest adjusting those screens to reflect that this is asset info for both the Veteran and spouse (if they’re married). If you all make those adjustments, we’re happy to review that if needed.

[mgleo]

Thank you @aliyahblackmore! The intro page will be a big focus for our research study. I know it is not finalized but can you share more about the proposed changes to the intro pages?

[aliyahblackmore]

Hi @mgleo - as mentioned on Slack, tracking my response here as well:

The intro page content was adjusted on the 1010EZ form, but hasn't made it in to the design system. There's currently ongoing conversation with the design system team about this. At this time, most adjustments are to the process list headers and the location of the "Sign in now to save your work in progress" box.

[josephrlee]

Hi @aliyahblackmore, I'd love some feedback on a few additional info components we added feedback from a prior usability study.

Here's the ticket with more context on what I've done.

Here are screenshots of three screens below as well:

Gross Monthly Income Calculation	Payroll deductions Additional Info Explainer	Payroll deductions monthly amount calculation Additional Info

Let me know if you have any questions, thank you!

[aliyahblackmore]

Hi @josephrlee - thanks for passing along this content for our review and feedback.

Does your team have a deadline for this content feedback?

Let me know and then I’ll chat further with our team to determine when we can to pull this content work in to our upcoming sprint. Thanks so much!

cc: @strelichl @coforma-terry

[josephrlee]

@aliyahblackmore , thank you! We don't have a hard deadline for this, as it's post-MVP work. We'd love to launch it sooner than later though. I know that's not super helpful. But if your team can pull it in an upcoming sprint, that'd be great!

[aliyahblackmore]

Hi @josephrlee - thanks for this update.

I'll chat with our team about pulling this is to the next sprint and I'll reach out to you if I have any further questions!

[josephrlee]

Thank you! I've also got a thread going in Slack in regards to the nested table and its accessibility.

Here's what I'm proposing as the table caption should be for screenreaders:

A sample two-column table from a pay stub showing common deductions and their amounts, including Federal Tax, State Tax, Health Insurance, FICA, and Retirement Accounts.

cc: @briandeconinck

[mgleo]

Hi @aliyahblackmore Just to close the loop on our original request. Here is the UXPin link with those updates. And here are our research findings from testing this prototype.

• There were updates on the Confirmation page made by VHA stakeholders.
• We found that participants were still confused by the term "waiver" and updated it to "debt forgiveness".
• We are planning on shortening the Transition page to only include information on skipping steps as they were missing this information although it should be the main takeaway from the page.

[aliyahblackmore]

Hi @josephrlee - thanks for sharing those details about the use of the tables.

And thanks for sharing updates on the original work in this ticket @mgleo.

Two questions:

1. Just to confirm the scope of this new request - at this time, you all are only requesting content feedback on the three additional info components linked in Joseph’s comment above (August 25, 2023)?

2. And can we consider the UX pin prototype the content source of truth? As I’m reviewing the proposed additional info components I may reference the prototype for any questions about the flow of the screens, etc.

[josephrlee]

@aliyahblackmore, here's the answers to your questions:

1. Just to confirm the scope of this new request - at this time, you all are only requesting content feedback on the three additional info components linked in Joseph’s comment https://github.com/department-of-veterans-affairs/va.gov-team/issues/59918#issuecomment-1693979834 (August 25, 2023)? Yes, this is the only content we need feedback on.
2. And can we consider the UX pin prototype the content source of truth? As I’m reviewing the proposed additional info components I may reference the prototype for any questions about the flow of the screens, etc. Yes, that's correct. I'll make sure it's updated by the EOD.

Also, if it's helpful, here's the PR for this request, I won't merge it until I get feedback and make the necessary revisions.

cc: @mgleo

[josephrlee]

Hi @aliyahblackmore, just wanted to follow up on this and see if y'all are able to pull this in for review soon. All the dev work has been complete, we're just waiting for feedback and any necessary updates that might need to be made so we can launch these updates. Thanks!

cc: @HeatherRienks @Tom-Davis

[aliyahblackmore]

Hi @josephrlee - thanks so much for your patience with my reply here!

There were a few other priorities that needed my attention last week. I'll be pivoting back to this work this week and will reach out if there are any further questions.

cc @strelichl

[josephrlee]

No worries, thank you @aliyahblackmore!

[aliyahblackmore]

Hi @mgleo thanks again for providing those updates about the original content request for the streamlined waiver FSR.

Can you share where you all changed "waiver" to "debt forgiveness" throughout the form?

[josephrlee]

@aliyahblackmore, here's the PR for all the instances where we changed "debt forgiveness" to "waiver".

https://github.com/department-of-veterans-affairs/vets-website/pull/24197/files

cc: @mgleo

[aliyahblackmore]

Thanks so much for sharing this PR link @josephrlee!

Megan's previous bullet point flagged that the change was "waiver" to "debt forgiveness," but based on my understanding of the PR link, your above comment, and the UX pin prototype, you all actually changed a few instances of "debt forgiveness" to "waiver." Is that understanding correct?

[josephrlee]

@aliyahblackmore, yes, that's correct.

[mgleo]

Hi @aliyahblackmore, some instances were changed to waiver because of the CAIA style guide. However, based on two usability studies, we've found that not all users understand the term "waiver". We'd recommend changing the style guide to user the term "debt forgiveness" or back to "waiver (debt forgiveness" based on these findings.

Here are the studies for your review:

• Enhanced FSR Findings
• Streamlined Waiver Findings

[aliyahblackmore]

Hi @mgleo - thanks so much for sharing the recommendation and links to the studies.

These are just a few notes about these terms and the style guide recommendations:

• There was previous conversation in this intake request about the use of "waiver (debt forgiveness)." From the health care side, as far as we know, write offs are also a type of debt forgiveness. We wouldn't want to begin defining waiver as "waiver (debt forgiveness)" or just "debt forgiveness" because a waiver isn't the only type of debt forgiveness. We could, however, say "waiver (a type of debt forgiveness)" perhaps on the first mention on a page or in a user flow to add any needed clarity.
• We can also continue to define waiver using a full sentence like "If we approve your request, we'll forgive (or "waive") the debt."
• We can always be in further conversation about making updates to the style guide should we see the need coming from additional research.

Thanks for continued collaboration in this work!

@josephrlee just an update for you - I passed my review of the additional info component content to our managing editor last week - once she reviews, we'll pass our feedback to you all in this ticket.

[josephrlee]

Hi @aliyahblackmore, I just wanted to check in and see if your managing editor has had time to review the additional info content items yet? Thanks!

[aliyahblackmore]

Hi @josephrlee - thanks for following up. I'll check in with Laura about whether she's reviewed my feedback on the additional info component content.

I'll check back in when I have an answer from her.

Thanks so much!

[aliyahblackmore]

Hi @josephrlee - this is an attached word document with content feedback on the additional info components.

You'll find notes on our adjustments in the document comments.

Thanks so much for your collaboration on this and let us know if there are any questions about our feedback.

FSR.CONTENT_additional.info.components_AB_9.7.docx

cc: @laurwill

[josephrlee]

@aliyahblackmore, thanks for the feedback! Will reach out if I have any questions!

[strelichl]

@josephrlee closing this out now, thanks!