[CAIA intake] VA Chatbot: Prescription Skill Feature

[Joy-Elizabeth]

About your team

• Team name: VA Chatbot
• OCTO-DE product owner: Nathalie Rayter
• Product manager: Joy Elizabeth
• Designer: Matt Terwilliger
• Accessibility specialist:
• Content writer:
• Slack channel: va-virtual-agent-public

CAIA Support Request

Describe what you need in a few sentences:

We are launching a new skillbot to the VA Chatbot to allow veterans to refill and track prescriptions using both text input and voice input.
Given the unique nature of interaction of the new skillbot we would like to engage with the Sitewide Content team for an accessibility and content review for the voice component and design to align with VA accessibility guidelines.

Examples

• We’re updating a form and want to confirm we’re doing it correctly.
• We’re launching a new online tool to VA.gov and need support with our user flows.
• We need to make sure the content we’re using in our tool is written in plain language and follows the style guide.

Which are you doing?

• [ ] Launching a new page, tool, form, or app
• [X] Making changes to an existing page, tool, form, or app

Types of Support

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

Content

• [ ] Collaboration on content written by your team’s dedicated content writer
• [ X ] Collaboration on content if your team does not have a dedicated content writer

  Accessibility

• [X] Accessibility review of wireframes and/or prototypes
• [ ] Accessibility issue (general request)
• [ ] Accessibility PDF review request
• [ ] Accessibility user research support (submit a separate, additional request)
• [X] DST component or pattern
• [ ] Something else

  IA

• [ ] User Flows
• [ ] Page placement
• [ ] URLs
• [ ] Breadcrumbs and Left Nav placement
• [ ] Redirects

  Multilingual content

• [ ] Translating content

Timeframe

We guide and work alongside teams across nearly every OCTO digital product. We also work with partners across VA to lead content migration and manage all unauthenticated content on VA.gov. And we're always working to expand the VA.gov content style guide and our IA and accessibility documentation. We need to prioritize all intake requests based on our overall workload and VA and OCTO priorities.

Tell us about your product's timeline. And we'll work with you to meet timeline needs as best we can.

Have you worked with CAIA before?

• [X] Yes
• [ ] No

What's your team’s next step and its timing?

• Our next step is Our product is built and launch is scheduled for mid September.
• Provide date if available: 09/13/2023

Timing for your next step:

• [ ] Next week
• [X] This month
• [ ] Next month
• [ ] This quarter
• [ ] Next quarter
• [ ] 6 months
• [ ] 1 year

Is this timing related to a specific event or Congressionally mandated deadline?

• [ ] Yes
• [X] No

If you're conducting research, when is that starting?

Provide date if available:

Completed initial round and second research/testing will be completed on 09/05/2023

• [ ] Next week
• [X] This month
• [ ] Next month
• [ ] This quarter
• [ ] Next quarter
• [ ] 6 months
• [ ] 1 year

Will you release this new product incrementally (for example, release to 25% of users to start)?

• [ ] Yes
• [X] No

Note: If you checked yes, we’ll reach out to discuss details about the content in the react widget (we use these widgets to display entry points for new products to a certain percentage of users who visit our static pages).

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

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

• We expect to launch our product to 100% of users on: 09/30/2023

Collaboration Cycle

Will this work be going through the Collaboration Cycle?

• [X] Yes
• [ ] No

If no ...

• Skip to the supporting artifacts section, below.

If yes ...

Please provide the link to your Collaboration Cycle ticket:

• Ticket (number): #61873
• Collab. Cycle Ticket Opened (date): 07/12/2023

Please check all of the phases in the Collaboration Cycle you have completed:

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

For planning purposes, please check all of the phases in the Collaboration Cycle you feel you might need CAIA support and guidance:

Design Intent

• [ ] Accessibility
• [ ] Content
• [ ] IA
• [ ] Translation
• [x] Already completed, no assistance needed
• [ ] Unknown at this time

  Midpoint

  Midpoint Review - Virtual Agent, Chatbot, Prescription

  • Tuesday, August 29, 2023
  • Time: 3:30 – 4:00pm EST
  • Zoom link to join Midpoint Review
• [X] Accessibility
• [X] Content
• [ ] IA
• [ ] Translation
• [ ] Already completed, no assistance needed
• [ ] Unknown at this time

  Staging

• [ ] Accessibility
• [ ] Content
• [ ] IA
• [ ] Translation
• [ ] Already completed, no assistance needed
• [ ] Unknown at this time

Supporting artifacts

Please provide links to supporting artifacts as available.

• Product outline:
• User flows: Mural User Flows for VA Chatbot Prescription Skill Feature
• Prototype or mockups: Sketch Prototype Link for VA Chatbot Prescription Skill Feature
• If this is in Sketch, which version or specific page should we focus on? Please focus on this specific page in Sketch for the VA Chatbot Prescription Skill Feature
• Content source of truth:
• Research plan: Research Plan for VA Chatbot Prescription Skill Feature
• Any epics/issues that may be helpful: #61873
• Link to testing accounts (please do not paste them in this ticket):

Additional Support: Collaborative Sessions

Have you already worked with someone from OCTO leadership?

• [X] Danielle
• [ ] Beth
• [ ] Mikki
• [ ] Martha

How do you plan to work with us on this request?

• [ ] I’ll take this to Beth or Danielle’s office hours.
• [ ] I’d like to schedule time to talk about this.
• [ ] Let’s work async and meet as needed.
• [X] Schedule a kick-off call with your team and CAIA for your project (Recommended)

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 @Terry Nichols.

• 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.

### Content tasks
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/66249

### Accessibility tasks
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/65945

[sara-amanda]

CAIA Update

Updated 8/24/2023, 9/19/2023 and 9/20/2023 and 10/6/2023

Completed

• [x] Intake Ticket converted to an EPIC
• [x] CAIA Epic linked in the Collab Cycle Ticket
• [x] CAIA GHP Fields Updated
• [x] Design Intent - completed prior to CAIA ticket
• [x] Midpoint Review Scheduled on Collab Cycle Calendar 8/29/2023
  • [x] Info added to Epic: Aug. 29 from 3:30 - 4 p.m. EST Zoom link to join Midpoint
• [x] VA Chatbot Research Round 1 - completed initial roundof research prior to CAIA Ticket
• [x] VA Chatbot Research Round 2- scheduled second round of research prior to CAIA Ticket (completed 9/5/2023)
  • Round 2 question 8/24/2023: ~If no, do you have plans for a third round of testing post launch? CAIA can assist with Assistive Tech. sessions.~
• [x] CAIA Kickoff Meeting @coforma-terry - Status: Completed 9/19/2023
  • ~VA Chatbot Team: @Joy-Elizabeth , who would you like to receive the invite from your team?~ ~If you could let @coforma-terry know, many thanks!~
• [x] 9/19/2023 Meeting notes in DSVA Canvas. They are also available in Google Docs
• [x] Staging with Collab Cycle - Oct. 5, 2023 Did not pass
• [x] Research: One more round of testing (third round) around the voice control options.

Next Steps

CAIA tickets to be created for requested areas and tied to this Epic

• [x] Content Ticket @laurwill Status: Pending discussion with Danielle Ticket #66249
• [x] Accessibility Ticket Status: Created Ticket # 65945
• [ ] Content Discussion(Laura/Danielle)

Before we move forward with this CAIA ticket, I'll connect with Danielle about the best way to collaborate with VHA Office of Connected Care (or their vendors) on this content

Access

• [x] Testing (VA Chatbot Team) Provide testing access for review.
  • [x] Chatbot team to provide updated screenshots and testing access for review
  • [x] Screen recording from Matt (in comments)
  • [ ] Screenshots from Nathalie
  • [x] Link and credentials to explore feature on dev (rcvd 9/26/2023)
  • [x] Link and credentials to explore feature in staging 🔗
  • [x] Use dev per Terry on 10/6/2023
• [ ] Content (VA Chatbot Team) Provide the most current content for the Rx feature (screenshots or a link to a testing environment).
• [x] Research (VA Chatbot Team) Could you also link us to any findings from the completed rounds of user testing you mentioned, if those are ready to share? Are you testing with Assistive Tech? Here is a link to the CAIA Research Ticket, if you would like CAIA support in this or future research sessions with AT.
• [x] Rx Round 1 readout Note: There may be a more recent readout coming this was provided 9/20/2023. Matt is looking.
• [x] Rx Round 2 readout Note: There may be a more recent readout coming this was provided 9/20/2023. Matt is looking.
• [x] Rx Round 3 readout [Added to Jamie's Research Ticket 66757] (https://github.com/department-of-veterans-affairs/va.gov-team/issues/66757)

Product Next Steps

• ~Staging link needed:~ Not rcvd as of 10/6/2023
• [x] Test using Dev per Terry on 10/6/2023
• [ ] Staging Review Date:
  • [x] Oct. 5, 2023 Did not pass
  • [ ] Staging Rescheduled: 10/23/2023
• [ ] Launching: ~First week of October~ October

cc: @eli-oat @coforma-terry @laurwill @SarahKay8 @coforma-jamie

[coforma-terry]

Thanks @Joy-Elizabeth - a kickoff for this work sounds sensible. Please include myself, @kristinoletmuskat, @sara-amanda , and @strelichl when you schedule that - thanks! :)

[coforma-terry]

Hi @Joy-Elizabeth - just checking in if you still would like to arrange a kick-off meeting with CAIA?

[laurwill]

Hi @Joy-Elizabeth and @nathalierayter , thanks again for making time to talk with us yesterday.

Noting our next steps here:

• Before we move forward with this CAIA ticket, I'll connect with Danielle about the best way to collaborate with VHA Office of Connected Care (or their vendors) on this content
• Your team will provide the most current content for the Rx feature (screenshots or a link to a testing environment would be great). Could you also link us to any findings from the completed rounds of user testing you mentioned, if those are ready to share?

Thanks very much!

[nathalierayter]

Thanks @laurwill ! @mterwilliger is working on getting you access to the latest Rx in prod -- Matt, please share those here for tracking.

User testing:

Rx Round 1 readout Rx Round 2 readout

[sara-amanda]

@laurwill @Joy-Elizabeth @nathalierayter @coforma-terry the checklist comment in this ticket has been updated to reflect yesterday's meeting and Laura's comments above.

[mterwilliger]

@laurwill @nathalierayter Sharing how the RX feature currently looks in dev...we're unable to see the more refined state in prod currently but this is pretty close!

https://github.com/department-of-veterans-affairs/va.gov-team/assets/115590248/275abbf1-93ae-46dd-ba07-5d59bb48c061

[nathalierayter]

In follow up from yesterday’s CAIA review meeting, the RAIN team have worked to aggregate all Rx Bot output that could display in the VA.gov Chatbot interface when the user is in the Rx skill -- hopefully this is helpful in response to Danielle’s note here.

This content output can be found (with some guidance at the top) in this spreadsheet in the first tab, “REVIEW – Rx Bot Output Content.”

[laurwill]

Thanks very much @nathalierayter ! I've added a second set of notes to the Sharepoint document, after reviewing the full content in the spreadsheet. I've again highlighted in yellow those we recommend addressing before launch.

Also want to reiterate that my questions and notes about Cerner integration and how the prescriptions data works are based on my experience working on the new medications tool on VA.gov. I'm not familiar with how this chatbot feature works with data on the backend, and of course I would defer to pharmacy SMEs on the right approach here.

Let me know if you have questions about any of the notes I added, and happy to hop on another call to discuss!

[nathalierayter]

Thanks @laurwill ! Followed up re: Cerner migration with the OCC development team, and we are currently only integrated with VistA as scoped with PBM.

We're testing to make sure this is accurate, but what that should mean is that if an authenticated user is not in SQA/MHV, they will see a null result when they attempt to activate the prescription skill. I can imagine we may want to offer better explanation of this error state, and I can bring it up to the team:

[strelichl]

Closing since this feature launched