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[Epic] Accredited Representation Management MVP #65809

Open oddball-lindsay opened 1 year ago

oddball-lindsay commented 1 year ago

About your team

This ticket is to cover the launch of three MVPs:

  1. Find a Representative
  2. Appoint a Representative
  3. Representative Status Widget

CAIA Support Request

Describe what you need in a few sentences:

We are launching an MVP and will require content, IA and accessibility assistance for our initial prototype. This prototype will be used for usability testing and as a guide for development.

Which are you doing?

Types of Support

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

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?

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

Timing for your next step:

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

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

Provide date if available: Targeting 11/7/2023 - Roadmap

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

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.

Collaboration Cycle

Will this work be going through the Collaboration Cycle?

If no ...

If yes ...

Please provide the link to your Collaboration Cycle ticket:

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

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

Design Intent

Supporting artifacts

Please provide links to supporting artifacts as available.

Additional Support: Collaborative Sessions

Have you already worked with someone from OCTO leadership?

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

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.

### Content Tasks
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/66190
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/67015
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/74650
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/67035
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/80428
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/80406
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/80685
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/68394
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/81893
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/83029
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/80984
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/86047
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/86544
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/88926
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/88298
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/84087
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/78014
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/80706
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/67034
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/74834
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/82133
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/83164
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/84285
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/90397
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/90398
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/93866
### A11y Tasks General
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/65953
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/65888
### A11Y Find a Representative Tasks
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/65938
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/67780
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/66435
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/66000
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/66436
### A11y Appoint and Widget Tasks
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/70363
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/70364
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/78465
### IA Tasks
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/81674
### Related CC Epics
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/71535
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/78846
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/88135
sara-amanda commented 1 year ago

Updated 9/20/2023 at 9:21 a.m.

CAIA Update

Completed

Next Steps

coforma-terry commented 1 year ago

Hey @oddball-lindsay - let me know what availability you and your team have for a kick off meeting and we'll work with you to get something set up! Thanks :)

oddball-lindsay commented 1 year ago

@coforma-terry here are our availability options for next week:

  1. Tuesday 9/26 from 3:30-4p ET
  2. Thursday 9/28 from 1:30-2p, 2:15-3p ET

If none of those windows work, we could also potentially do something in the 12-1p ET on Thursday 9/28, but I would want to double check with the team first as that falls in the lunch hour.

Here's our attendee list:

  1. lindsay.li-smith@oddball.io
  2. janelle.finnerty@oddball.io
  3. holden.hinkle@oddball.io
  4. Lesley.Ropp@va.gov
  5. Steve.Albers@va.gov
coforma-terry commented 1 year ago

Thank you @oddball-lindsay - meeting set up and invites sent! Looking forward to working with you :)

oddball-lindsay commented 1 year ago

@coforma-terry thanks! I'm not yet seeing the invite, what time did you set it for? I can keep an eye out

coforma-terry commented 1 year ago

Oof - that would be because I added everyone accept @oddball-lindsay - d'oh I have correct this oversight! lol

oddball-lindsay commented 1 year ago

No problem - thanks for checking @coforma-terry ! Looking forward to working with you as well 😊

aprocik1 commented 8 months ago

Note: All our content source of truth documents are saved in this VA SharePoint folder. It includes content for:

aprocik1 commented 6 months ago

@oddball-lindsay, I've updated our FAQ page with feedback from SMEs. Here's the SharePoint document. Reference version 3 on page 2 for the final content. And here's the preview of what this page will look like on VA.gov. Note: You have to be on the VA network to access previews, and links on previews don't work. Please let me know if there are any remaining inaccuracies on this page. I'm going to move it forward on our end now. Our copyeditor will review and publish this page by the end of this week.

oddball-lindsay commented 6 months ago

@aprocik1 requesting your assistance with updated content for Appoint MVP, specifically two new screens that reflect fields 19a and 19b of the 21-22a form.

Originally we though these were related to the medical authorizations, but after stakeholder design review with OGC we have since learned that this is more related to overall access to all records. Here's the logic:

  1. Staff associated with the attorney/agent's POA code can access digital records (19a)
  2. Staff that are specifically named can access records when they call/email/show up in person (19b)
    1. This could include folks in bucket #1 but could also include other folks

Timing-wise, we'd like to enter another round of stakeholder review of Appoint MVP designs in the next sprint. Ideally we'd receive content recommendations for these two screens/questions by EOD next Wednesday, 4/17 if possible.

mtri commented 5 months ago

@aprocik1 requesting some additional assistance with updated content for Appoint MVP. These are smaller items that emerged from the stakeholder design review with OGC.

Related to the 21-22:

This has led to the following design explorations and recommendations:

Search dropdown

Selected representative state (no change)

Select the organization

Contact the representative

Authorization to access medical records

Authorization to access some medical records

Authorization to change your address

Canvas view of all screens shown above

Ideally we'd have final content by EOD next Wednesday, 4/17 alongside the previously 21-22a permissions adjustments if possible.

Please reach out if you have any issues or would like to huddle or discuss further. Thanks!

oddball-lindsay commented 5 months ago

@aprocik1 trying to lean into this epic's comments for intake requests related to ARM; if there's a better way let me know! Happy to go one step further and create a content task ticket if that ends up making sense.

The Lighthouse Team Dash (working on the POA services to support the digital submission of Appoint v2) will be partnering with VA Notify to send out email notifications when a request for representation is accepted or declined. Their PM, Kayla, has begun a draft in a Slack Canvas and I've taken a first pass to try and get content closer to what we have in our source of truth. It would be nice to get your input, if you have the time -- they are hoping to finalize the two templates by April 30.

oddball-lindsay commented 5 months ago

@aprocik1 there is a moment when a user signs in and the widget information is loading -- the Widget will spin with a "Loading your.." message and then the content appears (screen recording). While this is not a critical issue that needs to be solved asap, the copy could be more clear. My initial thought goes to "Loading your accredited representative information".

Curious to hear your thoughts on this, but again I don't consider this too urgent as the impact to functionality and ux is low.

aprocik1 commented 5 months ago

@oddball-lindsay, thanks for this request. Some users won't have accredited representatives, so I'd keep this message more broad. I would use this:

Loading your information

oddball-lindsay commented 5 months ago

@aprocik1 we had some final feedback from stakeholders for Appoint v1, all related to content. These were very specific comments, so I've chosen to leave that feedback directly in our content source of truth.

oddball-lindsay commented 5 months ago

@aprocik1 looking ahead a bit -- we have the new definition for Find a Rep v3 out for review with OGC, along with the intro and confirmation pages of Appoint a Rep v2. They have this Friday EOD to provide feedback, after which we plan to pass to you for content review of Find v3 and Appoint v2 (hopefully on 5/13). Do you mind creating a ticket for this forthcoming work and let us know what a realistic turnaround is for you on that content pass?

The first day of user testing is on 6/3 -- it'd be ideal to get content recommendations by 5/27 (a week ahead) so we can have some time to implement prior to that first user test, but can flex a bit on that if absolutely needed.

cc @mtri

oddball-lindsay commented 4 months ago

@aprocik1 following up with specifics of Appoint v2, we have a summary of what needs your attention from @mtri

We also received a bit of content-related feedback in today's stakeholder design review; content updates around this could apply to our MVP as well:

  1. Medical authorizations: Update body copy (above the bullets) to “may need to access certain medical records” and consider ending after the “to help you.” No need to have additional copy after that.
  2. What to expect next: Stakeholders emphasized avoiding confusion that the appointment will happen automatically after submitting (the rep still needs to agree).

Timing wise, re-iterating that we will need updated copy ideally by 5/27. We do have Midpoint Review scheduled for this Friday 5/17 if you'd like to try and get Governance's input by then, but currently we're not planning to request content feedback during our Midpoint Review.

oddball-lindsay commented 4 months ago

@aprocik1 We were able to connect with OGC in our demo today, regarding the new definition for Find a Representative and the goal of obtaining their approval. The ARM team also has some feedback, I'll summarize both here:

OGC Feedback:

  1. The first paragraph is too brief, and is loosing the specificities of each representative type. The initial suggestions from Jonathan are pulled from our FAQ content; OGC would like to align content when possible to maintain consistency across the site.
  2. No concerns with the second paragraph.

ARM feedback:

  1. Would prefer not to have a sentence start with "And" in the second paragraph.
oddball-lindsay commented 3 months ago

@aprocik1 Appoint v1 and v2 email notifications have been build in the VA Notify Staging portal! I know you don't have access yet, so I've sent some example emails to your VA.gov email -- the sender is "U.S. Department of Veterans Affairs" (staging-do-not-reply@notifications.va.gov). There should be four emails:

  1. What to do next to appoint an accredited representative (v1 confirmation)
  2. You submitted your form to appoint a VSO (v2 confirmation)
  3. We processed your form to appoint a VSO (v2 accept)
  4. We processed your form to appoint a VSO (v2 decline)

Note that variables are not working right now. I also noticed some small differences between your recommended content and VA Notify's sample templates, which I've called out in comments in our v1 email source of truth.

Officially ready for your review!

Edit: You should have access to the VA Notify portal now! It's staging.notifications.va.gov and you login with PIV :)

mtri commented 3 months ago

@aprocik1 @kristinoletmuskat As mentioned in our last sync, we are in need of a content and IA pass for our Profile and myVA work.

Profile Canvas View of Profile Figma screens\ Profile Hub

Profile States (These align with the Representative Status Widget): Profile / Organization (VSO appointed) Profile / No Representative Profile / Individual (Attorney or claims agent appointed) Profile / Error

It was suggested for the error state to mirror the profile Military Information error.

myVA (Note: this is the first page that is seen when a user logs in) Canvas View of myVA Figma Screens MyVa

For MVP placement in myVA, we have added a link to the Claims and Appeals section that was suggested to link to the Accredited representative information profile page. "Get help from your accredited representative".

Happy to huddle if there are any questions! Thanks!

CC: @oddball-lindsay

kristinoletmuskat commented 3 months ago

Hey @mtri, thanks so much for sending these over.

General IA thoughts about these sections:

  1. I think the profile and MyVA placement of the accredited rep stuff works great!
  2. However, I think we're losing a bit of the info hierarchy with the styling of the Profile section -- The design of the accredited rep card tested well and is efficiently navigable by screenreaders, right? If so, I think there would be a benefit for the user of keeping the accredited rep card consistent across the experience. In the last screenshot below I showed this accordion-like component used elsewhere in Profile -- I wonder if we could put our standard accredited rep card view in that?
  3. I'm also noticing that across our accredited rep cards, we have different attributes (fields) showing up in different places, and CTAs and labels shifting. This can lead to an increase in cognitive load across the site. I think that this profile page could be the perfect place to display all (or nearly all) attributes or actions related to the the accredited rep. In the screenshots below I highlighted some data fields/ctas we might want to add. I think some only make sense in context of search (like the distance from user), but most of them seem like things a user would need to know/do throughout the process (report incorrect info, learn about accredited reps)
  4. I'm also curious if we're planning to show past reps or reps who are 'in progress' of being finalized, and what those views would be.

Screenshot 2024-06-21 at 3 03 59 PM

Screenshot 2024-06-21 at 3 02 52 PM

Screenshot 2024-06-21 at 3 03 30 PM

Screenshot 2024-06-21 at 3 09 21 PM

Screenshot 2024-06-21 at 3 17 14 PM

oddball-lindsay commented 3 months ago

I'm also curious if we're planning to show past reps or reps who are 'in progress' of being finalized, and what those views would be.

@kristinoletmuskat the database and Lighthouse services only return "Active POA" so for now our scope is limited to that. It'd be nice to show past reps or pending reps at some future time, but there are other pieces that need to fall into place first.

oddball-lindsay commented 3 months ago

OGC had concerns about their accreditation page (https://www.va.gov/ogc/accreditation.asp) being removed from the VA.gov footer. I explained the intention of keeping content focused on Veteran-facing language and reviewed OGC's accreditation page, confirming that we have covered critical Veteran-facing knowledge in our FAQ page.

Still, there remains some desirability to preserve a link to OGC's accreditation site for any representatives that happen to be on VA.gov -- we have seen some rep activity in contact center feedback and in the "other" area when we had that included in the "Report Outdated Information" feature.

@aprocik1 What are your thoughts on a small link at the bottom of the FAQ? Something like "If you're a representative, you can view OGC's accreditation site here."

cc @kristinoletmuskat

oddball-lindsay commented 2 months ago

@aprocik1 Jen mentioned OGC is pushing for their webpage to be added back to the footer and Mikki will be owning that decision and conversation with OGC based on the decision. I wonder if Mikki's thoughts on the footer relate to including the link in our FAQ page (my comment above) -- sharing in case it makes sense to align and make a comprehensive decision for both the FAQ and the footer.

aprocik1 commented 2 months ago

@oddball-lindsay, since many claims submitted with help from an accredited representative are disability compensation claims, we can add OGC's link to the right rail on the disability hub landing page. This follows an already-established pattern for including non-Veteran-facing content on VA.gov. We have a similar link for school administrators in the right rail on the education hub landing page. Here's a Mural board that visualizes this update.

Disability compensation stakeholders have already approved adding OGC's link to the right rail on the disability hub landing page. We can publish this update immediately. Let me know--thanks!

oddball-lindsay commented 2 months ago

@aprocik1 confirming officially here that we are ready to move forward with OGC's link :) conversation with OCTO folks here.

aprocik1 commented 2 months ago

@oddball-lindsay, we've published OGC's link to the right rail on this page: VA disability compensation

Thanks for closing this loop with OGC.

oddball-lindsay commented 2 months ago

@aprocik1 passing along some update requests from Jen and Mikki. I was forwarded a thread from Jen (Mikki was copied) committing to these changes to meet OGC's continued request for their content/pages to be more easily found. While Jen was the messenger, she has told me that these are Mikki's recommendations so we have her approval. The below is in addition to the right-rail work you just did.

  1. In the “More information” section at the bottom of the “Get help from an Accredited rep or VSO” page, add reference to filing a complaint in the description text of the VA accredited representative FAQs” link, so it is clear where to find information on filing a complaint.
  2. Add a crosslink on the “Get help from an Accredited rep or VSO” page to the OGC Accredited Reps page for any visitors looking for information on the accreditation program.

1 seems pretty straightforward. The placement of 2 was not specified, so it might be worth checking in with Mikki to see if she had anything in mind. Let me know if you'd like me to take that check-in with Mikki!

bethpottsVADEPO commented 2 months ago

I took a look at what A did before they headed OOO and all is good to go. I can publish the above updates today if that sounds good @oddball-lindsay? cc @mnorthuis

oddball-lindsay commented 2 months ago

@bethpottsVADEPO ready to publish on my end! Out of curiosity, where did y'all settle on the second point -- the cross-link?

bethpottsVADEPO commented 2 months ago

It'll be the first link under "More information" at the bottom of the page.

bethpottsVADEPO commented 2 months ago

The updates are live. @oddball-lindsay

strelichl commented 2 months ago

Noting related CC intake https://github.com/department-of-veterans-affairs/va.gov-team/issues/71535

mtri commented 1 month ago

With the introduction of digital submission functionality post-MVP, we'll have the opportunity to display a pending acceptance state on the Representative Status Widget. The way we are approaching this is prepending an informational alert to the RSW content for the Current representative and No representative states.

We are in need of a CAIA pass on these new states.

New widget states Replacement widget state in profile Replacement widget state in Find (example) Pending state in profile

In addition to this, we can adjust content on the Appoint form introduction to make sure additional forms are not submitted unless absolutely necessary. Our direction here is modeled after the 10-10EZ intro states.

Introduction with replacement widget Introduction with pending widget

As we are planning on attending CAIA office hours on 8/13, we could kickoff discussion then or we can do async. Whatever's easier for the team!

Thanks!

CC @oddball-lindsay

aprocik1 commented 1 month ago

@mtri, thanks for following up with this request. I'll review everything before we meet in office hours on Tuesday. Until then, I created this content task ticket for this work: https://github.com/department-of-veterans-affairs/va.gov-team/issues/90398.

mtri commented 3 weeks ago

Another thing has emerged due to technical constraints that we want to doublecheck content for MVP and v2.

On the Review step

This has led to moving the content that was above the accordions to below the accordions and adding a note about not being able to return to the edit the form information after the Review step. This would also be the case for content for v2 non-digital submission.

@aprocik1 Could we get a content pass here to make this makes sense?

Happy to sync if any further discussion is needed.

Thanks!

CC: @oddball-lindsay

oddball-lindsay commented 3 weeks ago

@aprocik1 I'm realizing the "note" content Michael mentions above is a bit time-sensitive. We will likely be developing the Review page next sprint (starts 9/17) and it'd be great if we have finalized content with your input by then! If that's too tight of a turnaround, not a huge deal if we proceed with Michael's first pass and take on a small dev task to update content with your recommendation at a later time.

aprocik1 commented 3 weeks ago

@mtri and @oddball-lindsay, I just left a comment in your Figma file with my recommendation for the review screen. I don't have time right now to update the content source of truth with what we discussed at this week's office hours. I'll try to reserve time for this next week or the following week. Let me know if that timeline doesn't work for you. Thanks!

mtri commented 1 week ago

Hello @aprocik1 ! We're in need of a content pass related to work to enact changes related to a 60 day limit expiration on pending requests for v2. This has led us to readdress content on:

This new content:

We are also interested in new email notification content

We are happy to join office hours again to discuss any of this if that would be more efficient. Thanks!

CC: @oddball-lindsay

Edit from Lindsay -- Jen forwarded a new policy contact at OGC who recommended the new email notifications Michael is requesting above. While he did not have specific guidelines for content, he sent over an example in case it helps.

The USPTO allows TM applications to be signed electronically and sent via e-mail to the signer. The e-mail that’s sent to the signer includes the following notice regarding a 60-day time limit in which the form must be signed before it becomes invalid:

You have been sent this message by Nicholas Xanthakos for e-signature service through the Trademark Electronic Application System (TEAS), U.S. Patent and Trademark Office. The e-signature process was initiated on Thu Jul 11 15:35:08 ET 2024 and will expire on Mon Sep 09 15:35:08 ET 2024. Please be advised that the form must be signed and the filing to the USPTO completed within 60 days based on the minute the e-signature process was started.

I don’t know how applicable that notice is to your use case, but it does show that other federal agencies have time limits on signatures of electronic forms and the type of notice provided.