Create Final Wireframes and content for modality-agnostic error pages

[kellysmith1008]

User Story

So that Veterans receive the same information regardless of what type of appointment they have, we want to switch to modality-agnostic error pages. Based on the findings in #72429 we have set a precedent for including both in-person and virtual visit information in error messages.

Tasks

• [ ] Create new or update existing content to be modality-agnostic
• [ ] Create final wireframes with new/existing content
• [ ] Create any needed markup into Sketch Page(s) and figma for heading annotations, aria label values or link paths

Who needs to review? Check all that apply.

• [ ] CAIA (or content and a11y SME)
• [ ] Shared support, e.g., Angela Fowler (a11y) and Sara Sterkenburg (IA)
• [ ] Platform design (e.g., office hours or post in #platform-design-system)
• [X] Other health app teams for cross-platform consistencies. E.g., Appointments, Mobile App, Kristen McConnell, etc.
• [X] UX team
• [ ] Check in team (e.g., PO, DM, engineers)
• [ ] VA OCTO PO's (e.g., Kay, Kristen, Mark, Stephen)

Does Check-in PO need links or content for f/u tickets?

• [X] Yes
• [ ] No

Acceptance Criteria

• [ ] Work for the ticket tasks is complete
• [ ] Work was reviewed by groups indicated above
• [ ] If needed, provide Check-in PO with links or content for f/u tickets

[kellysmith1008]

From previous review of error messages, we're moving forward with these - please validate, @benbrasso-agile6

In-person appointment You can still check in with your phone on the day of your appointment.

Video appointment If you have questions, please call us at 800-698-2411 (TTY: 711). We're here 24/7.

Telephone appointment Your provider will call you at the appointment time. You may need to wait 15 minutes for their call. Thank you for your patience.

And for talk to a staff member, we're using:

If you have questions, please call us at 800-698-2411 (TTY: 711). We're here 24/7.

Or talk to a staff member if you're at a VA health facility

[benbrasso-agile6]

Would that be the content on an error page like this one? Does that content speak to CVT and VVC?

Modalities list

cc @cgednalske as she was interested in this work too

[benbrasso-agile6]

My overall gut instinct is to attempt to find content that doesn't separate out instructions for each modality. E.g., listing out instructions for 4 modalities on a page could get unruly. But, that's just my thought. For example, I'm curious if there's a one-size fits all solution. E.g., "If you're at the facility, do X. If you're at home, do Y."

[kellysmith1008]

That's what my proposal does - if you're in-person, do this. If not, do this. Because regardless of modality type, you're either in the clinic or not in the clinic. So it's either "call us" or "talk to a staff member" and, in the event of the telephone appointment, "wait for your provider to call you" - or are you reading the proposal a different way? Is there a suggestion you have to make it clearer?

[benbrasso-agile6]

It feels like video appts at home aren't being addressed? Or, maybe I'm just misreading it?

[kellysmith1008]

Oh, I see. I thought the "If you have questions, please call us at 800-698-2411 (TTY: 711). We're here 24/7." could cover that. But if not, I can go back to the drawing board.

[benbrasso-agile6]

Maybe, do you want to toss it in Figma? I could be just misreading it, you know?

[kellysmith1008]

@benbrasso-agile6 I mocked up the ideas I had in figma - and I noticed in my first pasting of the content I didn't include the video content - I edited the comment to make that addition. The mockups are in the figma file on the Modality agnostic page hopefully this helps show what I'm thinking

[benbrasso-agile6]

Looking 👀

[benbrasso-agile6]

Going to drag this back to in progress, as I believe Zach still needs to complete the wireframes

[zach-park]

@benbrasso-agile6 @cgednalske (cc: @loripusey) Ready for validation: https://www.figma.com/file/th4V0mCvPbKYLCDgaZjovw/Telehealth-%7C-Check-in?type=design&node-id=437%3A3&mode=design&t=no6bNAw9XH8dycVn-1

[benbrasso-agile6]

👀

[zach-park]

Also updated in: PCI > In-person PCI > Phone

[benbrasso-agile6]

Links for engineers are in https://app.zenhub.com/workspaces/check-in-experience-61fc23a2cb8a14001132e102/issues/gh/department-of-veterans-affairs/va.gov-team/74107#issuecomment-1949426548