[CAIA Intake] Patient Check In: Content review for travel reimbursement for past appointments

[benbrasso-agile6]

About your team

• Team name: Patient Check In
• OCTO-DE product owner: Kay Lawyer
• Product manager: Lori Pusey
• Designer: Ben Brasso, Zach Park, Ya-ching Tsao, Christina Gednalske, Peter Russo (Appointments), Cierra Maddox (Appointments)
• Accessibility specialist: Angela Fowler
• Content writer: Kelly Smith
• Slack channel: #check-in-experience

CAIA Support Request

Describe what you need in a few sentences:

The Patient Check In team is working with the Appointments team (as well as Mobile App team, the new Veteran Status & Travel Pay Team, and OCTO Health Apps POs) to do a generative research usability study to understand Veteran expectations around filing for travel reimbursement for past appointments, modality-agnostic, as well as their understanding of different claim statuses and their meaning, which will mainly provide insights for the new Veteran Status & Travel Pay Team, VTP, and BTSSS.

As a result, Check In and Appointments have been working together on creating an experience for Veterans to file a BT claim in the Appointments experience (bc it's the more complex UI vs. Check In's, which follows their UI very closely). Once the Appointments design experience is updated after research findings and recommendations, Check In would scale its design to conform to the Appointments design and research findings, i.e., given that each app has their own nuances based on functionality, authentication method, etc.

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

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

  Accessibility

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

  IA

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

  Multilingual content

• [ ] Translating content

Timeframe

As soon as content team has availability. Our designs, CodePen prototype and research plan have been completed. Our final step is to get feedback on content before we test this with Veterans. We're blocked at this point until we're able to receive this feedback.

Have you worked with CAIA before?

• [x] Yes
• [ ] No

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

• Our next step is implement content feedback we receive from CAIA.
• Provide date if available: As soon as CAIA team can provide. Planned dates of research: December 4-11, 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:

• [ ] Next week
• [] This month
• [x] 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
• [ ] 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: xx/xx/xxxx

Collaboration Cycle

Will this work be going through the Collaboration Cycle?

• [ ] Yes
• [x] No

If no ...

• Skip to the supporting artifacts section, below.

If yes ...

Please provide the link to your Collaboration Cycle ticket:

• Ticket (number):
• Collab. Cycle Ticket Opened (date): xx/xx/xxxx

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

• [ ] 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
• [ ] Already completed, no assistance needed
• [ ] Unknown at this time

  Midpoint

• [ ] Accessibility
• [ ] 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: Impact vs Feasibility Matrix and Roadmap for Travel Reimbursement within VA.gov
• User flows: Userflow
• Prototype or mockups: Sketch file
• If this is in Sketch, which version or specific page should we focus on?: All artboards in the page provided, specifically all content that is related to travel reimbursement information.
• Content source of truth:
• Research plan: Past appointments travel reimbursement research - card sort and usability testing - October 2023
• Any epics/issues that may be helpful:
• 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?

• [ ] 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.

[benbrasso-agile6]

@strelichl could we have a kickoff for this work early next week? cc @cgednalske

[benbrasso-agile6]

Scheduled a 15-min kickoff for Wednesday @ 2pm ET

[benbrasso-agile6]

Updated description to include:

Planned dates of research: December 4-11, 2023.

[strelichl]

Two notes from kickoff:

• Laura will provide feedback mid next week for testing
• No IA or a11y needs at this time, since the team has SME review sessions to cover those

[laurwill]

Hi @benbrasso-agile6 and @kellysmith1008 , just documenting that my notes are in the Sketch file — I'll check in on responses later, I know we have some chats going about a few items. Thanks for the collaboration, and looking forward to hearing about this research!

[benbrasso-agile6]

Awesome, appreciate it!!