Content review of 530 EZ burial form updates

[strelichl]

Issue Description

In the form redesign, the product team has flagged content needs with purple notes. Their changes include adding missing fields and removing depreciated fields. As discussed in our kickoff call, we should focus on these changes.

The product team is waiting on SME feedback on a few pieces of content that they included. Their meeting is on 11/16. We can make any needed changes to those pieces of content after their meeting.

This is the intake request

This is a link to the form flow - Fiorella confirmed (12/6) that the MVP flow is labeled as “Simplified flow - Future state”

---

Tasks

• [x] Content review of Sketch screens
• [x] Feedback provided in Sketch for product team
• [x] Product team notified

Acceptance Criteria

• [x] Recommendations have been shared with stakeholder

### Intakes
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/67665

[aliyahblackmore]

Tracking updates/next steps and additional adjustments here.

Updates:

• I completed a review of the screens marked with purple and shared feedback with Laura. The content recommendations and questions are in sketch.
• The 530 team still needs to update us about the replies from SMEs on their outstanding questions (pink notes in the screens).
• We'll need to make additional adjustments to content when their team replies to our questions in sketch (questions on the intro page, allowance sections, "tribal cemetery" and "tribal trust land," placement of "Are you responsible for cost" questions, military service history and documents questions).
• I'll ping their team again to let them know all feedback is in sketch and that we'll need to make other adjustments based on replies to questions.
• We'll need to make future updates to the form static pages
• I left a comment in the intake request with updates for their team.

Additional adjustments:

@laurwill we didn't have time to take a look in our sync this morning, but there are no purple boxes on the review screen - I flagged this for Julie so she can confirm that we don't need to review content for MVP.

Similar to the upload screens, there are still some small changes we can suggest here:

1. On the Review screen, there was accessibility feedback from Jamie about using “Review and submit” for the header or creating two separate screens – one for "Review" and one for "Sign and submit."

This is a link to Jamie’s feedback

Using something like "Review and submit" on this screen moves away from current form patterns, as we don't usually note the two actions on this screen. We could, for example, specify the information that the user would be reviewing here - like "Review your application" or "Review your information." There also isn't any guidance in the design system, as I understand it, to have a separate "Sign and submit" screen. Thoughts here?

2. And again, since this is likely out of scope, the only other quick content suggestion I'd make on the screen is to the checkbox text so that it reflects all of the things that they’re agreeing to/confirming (used on the 1010 EZ form - this was more recently updated).

I confirm that I agree to the statements listed here. The information is true and correct to the best of my knowledge and belief. I’ve read and accept the privacy policy.

[aliyahblackmore]

Update here:

• I compiled SME questions in the intake request
• I reviewed the new upload screens content (their team added this new content today)
• Content adjustments TBD

[aliyahblackmore]

Update here:

• Completed content review on 12/15 - comments are in their sketch file.
• As mentioned in the intake request, there are a few last comments/questions that still need their attention. And we'll need to follow up with SMEs early in January about the "services rendered" field and what information they'd like in that field.

[aliyahblackmore]

Updates here:

• Last week, the burial form team flagged that their launch plan changed and will now be incremental (25%, 50%, etc.). We're waiting on details from their team, but this will likely require changes to the How to apply for burial benefits static page on VA.gov in the section "What kind of burial benefits can I get?" The changes should align with the form intro page updates. They started this product repo and will update the release planning details over the next week.
• I chatted with Fiorella about Katherine's work on the static page info alert for users returning to the 530 application - alerting them that there are new questions. Once Katherine confirms that content, I'll suggest a similar alert on the 530 form, get any necessary SME approvals, and coordinate getting this in a widget for the incremental launch. TBD whether this alert will get removed after the incremental launch or remain on the page - I'll confirm with Katherine.
• Their MVP launch date is still TBD.

[aliyahblackmore]

Update here:

• Their team shared that they'll need a content review of a few modal screens Step 3: Service periods Step 3: Veteran’s previous name Step 5: Upload documents
• They made a slight adjustment to the flow - I'll need to review the military history screens again and update content.
• They removed the "2 year" information from the form and we'll make updates to the "filing time limit" section of the page. Tracking those content needs in this ticket.
• We may also need to make adjustments to some of the other error messages in the form. This wasn't outlined in their intake request, so we'll determine what's feasible for MVP vs. post MVP. Their engineer mocked up some examples. I'll talk more about this in our content sync tomorrow.

[aliyahblackmore]

Update here:

• This work is still ongoing. I have two questions/flags out to the designer on the sketch files.
• We'll need to make form updates once their team confirms what happens to in-progress forms for auth and unauth users. Right now, it seems like the user will be able to continue their form and submit, but once they submit they'll get an error message and need to start their form again.
• Their team also needs to confirm whether they can turn off the unauth form 1-2 days before the new form changes launch.

Last communication with their team was on 1/26.

[aliyahblackmore]

Update here:

• This work is still ongoing. I needed to turn to the 1010D work this week, so I'm planning to turn back to this next week.
• Still no updates on MVP launch date and whether an incremental launch is possible for this form. I have a calendar reminder for next week to follow up with their PM.
• We're also still waiting to hear back from their team about whether they can turn off the unauth online form option 2-3 days before the new changes launch.
• Their team also transferred all sketch screens to Figma. Designer asked me 1/31 to review Figma to be sure all the Sketch designs are aligned. I let her know I'll take a look next week.

[aliyahblackmore]

Update here:

• I finished the review of the Figma designs to confirm they align with Sketch content.
• Their team has a solution to in progress forms. I let them know that I'll take a look at this next week. There's a meeting on the calendar for 2/13.

Last communication with team/Fiorella was on 2/9.

[aliyahblackmore]

Update here:

• This work is still ongoing.
• I'm turning to the pieces of content they'll need for the incremental launch - we'll need alert content on the static page, updates to the static page to align with the form changes. I'll continue this next week.
• I'm waiting for their PM to circle back on whether they'll start any in-progress users on the new version of the form once the form is at 100%. I mentioned that the pension form will do this.

Last communication with team/PM was on 2/16.

[aliyahblackmore]

Updates here:

• I'll plan to turn back to this work next week (I've have to work on a very high priority content item for another team this week).
• Product team is expecting some additional SME feedback next week.
• I'll send a question via Teams about what happens after forms are submitted. For example, does VBA review the application and send a letter in the mail with the decision.
• Still waiting on confirmation from product team about the release plan for saved and in-progress forms. I flagged the content and UX considerations for the team last week. They'll circle back.

Last communication with team was on 2/23.

[aliyahblackmore]

Update here:

• Product team started canary testing today.
• [edit] The product team decided to include the full FDC flow (info on supporting documents if a Veteran was seen outside of VA) as a fast-follow. Their team is planning updates (the product team determined on 4/17 that these are fast-follow updates as part of incremental traffic) to the form confirmation screen and FDC flow designs.
• Fiorella shared the updates here. Laura confirmed today that the timeline for the updates is flexible. I let their team know that I can turn to this later this week or early next week.
• I'll also need to track updates to the confirmation email to include instructions on how to mail in supporting documents and the static page under header "What documents do I need to send with my application?"

And here are their tickets to track the fast-follow updates: Burial | Add FDC Info to Confirmation Page Burial | Add FDC Information within Form Burial | Update "Need Help" Component

[aliyahblackmore]

Questions to SMEs (sent 4/22):

1. What does "...seen outside of VA" mean? Does this mean that the deceased Veteran was receiving care at a non-VA facility or health care provider at the time of their death?
2. If a deceased Veteran was "seen outside of VA" the PDF version of the form says that they need to submit private non-VA provider medical records or they can submit VA forms 21-4142 and 21-4142a for fully developed and standard claims. Is it accurate that either of these documents is required in order for someone to submit their online form, either as a fully developed claim or a standard claim?
3. VA forms 21-4142 and 21-4142a are individual PDFs forms and there is now an online form that combines both of these forms (link to online form). On the 530EZ online form, is it okay that we provide instructions for users to either submit the PDF versions of forms 21-4142 and 21-4142a forms with their application or submit the online Authorization to disclose information to the Department of Veterans Affairs form after they submit their online 530EZ form?
4. If someone chooses not to submit a fully developed claim, similar to the online pension form and based on the 530EZ form, the user has the option to mail in supporting documents after they submit their online application. If someone mails in their supporting documents (like private non-VA medical records) after submitting their online form, is there any identifying information they should write on the copies of their documents? For example, the deceased Veteran's first and last name.

Confirmation from SMEs:

1. It's accurate for us to say something like "...if the deceased Veteran was receiving care at a non-VA facility at the time of their death."
2. The private medical records or VA forms 4142/4142a are not required documents - they can be framed as optional on the online form.
3. We'll plan to include information that let's users know that they can upload PDF versions of forms 4142 and 4142a or submit the online combined form after submitting their online 530EZ.
4. It is accurate for us to say that they should include the Veteran's Social Security number or VA file number (if the Veteran has one) on the first page of their supporting document.

I'll make the adjustments to the Figma designs this week.

I'll also add information about sending supporting documents after submitting an online 530EZ on the confirmation email and info in the documents section of the how to apply static page.

[aliyahblackmore]

Update here:

I shared the form, static page, and email updates with SMEs for their accuracy review.

[aliyahblackmore]

Update here:

I sent SMEs a follow up message via Team today. These updates still need approval.

Laura Steele mentioned via Slack that these changes are okay to go out post-100% launch.

[aliyahblackmore]

Updates here:

• SMEs shared new feedback (last week and this week) about medical records - they're only recommended for users who are claiming a burial allowance for a service-connected death.
• Yesterday, I asked SMEs to clarify what they consider "adequate identification" of VA medical records - they shared information yesterday about the form someone can use.
• Earlier in the week, I asked Laura S. to confirm with their SMEs if death certificated are required for all claims or only for service-connected claims. The PDF version of the form says death certificates are only required is claiming a burial allowance for a service-connected death. But the product teams designs and the current static page required death certificates for all claims. She mentioned that they (the product team) doesn't have any notes that confirms that they're required for all claims and she'll ask their SMEs.
  • If death certificated are only required for users claiming a burial allowance for a service-connected death, the product team will need to adjust their designs.

[aliyahblackmore]

Cross posting updates here:

• The product team learned that death certificate are only required for service-connected deaths and their SMEs shared today that this has to be address before 100%.

• Fiorella/Sean worked on the conditional logic so that the upload screen for death certificates shows "*Required" only if someone selects "I'm claiming a burial-allowance for a service-connected death" The upload screen will still appear for all.

• We also need to update the form intro page and static page. I'll have A review my recommendation tomorrow and share with SMEs for their approval before the team goes to 100%.

[aliyahblackmore]

Update here: Team flagged that they'll go to 100% after these updates.

• Talked with product team about conditional logic for death certificates. • Service-connected death and if death happened at any location that isn't a VA medical center - Required shows on screen • All other claim types (including service-connected death and if death happened at a VA medical center) - Required doesn't show on screen

• They created a new upload screen for folks who aren't required to upload this. And I adjusted the content there.

• I shared with SMEs for their review/approval.

• I also updated the form intro page to say "many" in "You'll need to provide copies of these documents" and I tracked this change on the form intro page.

[aliyahblackmore]

Update here:

• SMEs gave the okay on the updates to the 530 EZ form. I let Fiorella/Laura S./Sean know via Slack.

• The fast follow FDC flow updates aren't ready yet. I need to circle back to SME on the most recent updates and have them review again/approve.

[aliyahblackmore]

Update here:

SMEs reviewed and approved the FDC flow updates via Teams. The product team updated the form.

[aliyahblackmore]

This work is all done. Moving to "Validate".