Draft UX design for Help Desk phone numbers

[wesrowe]

Description

User story

As a Cartographers team member, I want to provoke a discussion of help desk risks and UX, so that we can get clear direction on what UX to provide Veterans across my-health.

As a Veteran using health tools, I want to be able to easily find the right support channel for issues I'm experiencing trying to manage my health on MHV-on-VAgov, so that I don't lose trust in VAgov.

Notes

• follow up to #69656 (product discovery)
• how easy or hard do we need to make it to find help numbers
  • guidance: what if we try to keep the current level of calls going to call center
• Becky Phung reached out to Wes on 2/5, she's PO on Ask VA – this is a contact form product MHV has a comparable contact form. (both are documented in mural).
• UPDATE 2/12: per Sylvia Palmer, the MHV contact form is likely to be sunsetted during the transition. it has become a side door around the proper channels (this got particularly pronounced during the pandemic), and the transition offers a chance to shift Veterans toward the self-service model that VAgov is organized around.

tasks (partial list):

Acceptance criteria

• UX options documented in Figma
• Documented UX and operational risks in Mural
• Shared findings and recommendations with stakeholders to assess next steps

[wesrowe]

AskVA is currently on MS page-builder (?), but moving to VAgov.

• Form is quite long

AskVA routes to all the administrations, VHA, VBA, VCA, etc – used to be on IRIS, now on MS product (Dynamics?) Categorization of AskVA inquiries…

• 2023: ~30k inquiries total per year
• 12k health elig
• 7k Vets health related to facilities

AR: get screenshots of Benefit Hub right side-bar: Contact us panel has phone and AskVA

• Not all hubs have same phone numbers

Why would Vets prefer a contact form to calling? Same topic but different IRL situation? BP mentioned “VA Health Chat” as a live-agent-chat effort – came up in the Seamless Support ToT mtg. We don’t have a link or know what it looks like. Vet Home – relatively new thing, maybe PACT related, outside VAgov AR: set mtg for Wes, BP, Chante with Sylvia [done: set for 2/12]

[wesrowe]

just noticed this dupe – it wasn't tagged with epic and got lost in shuffle. closing.