[CAIA intake] IA and URL review from Patient Check In (PCI)

[benbrasso-agile6]

Content, accessibility, information architecture (CAIA) new initiative collaboration request

Use this ticket to start collaboration on a new initiative with the sitewide content, accessibility, and information architecture (CAIA) team.

Note: If you’re already partnering with us on an initiative, you don't need to fill out this request form. If you don’t have access to your initiative’s CAIA epic, post a message in the #sitewide-content-accessibility-ia slack channel and tag @Terry Nichols and @Lily Strelich.

About your team

• Team name: Modernized Check In Experience
• OCTO product owner: Kay Lawyer
• Product name: eCheck-in for Oracle Health sites
• Product manager: Lori Pusey
• Slack channel: #check-in-experience
• Dedicated content writer on your team (if you have one): Kelly Smith / kellysmith1008
• Dedicated a11y specialist on your team (if you have one): N/A

About your initiative

Which of these descriptions best fits the work we’ll partner on?

Select all that apply.

• [ ] Digitizing a new form
• [ ] Creating a new digital tool
• [x] Updating an existing form or tool
• [ ] Translating a form or tool into Spanish
• [ ] Adding new unauthenticated content to VA.gov
• [ ] Updating existing unauthenticated content on VA.gov
• [ ] Something else: insert description

What's the nature of your initiative and desired outcomes?

Adding filing for BT online from your smartphone at Oracle Health sites.

Collaboration timeframe

Note: We work on nearly every OCTO product and manage all unauthenticated content on VA.gov, so we will need to prioritize intake requests based on overall workload and VA and OCTO priorities.

Is this work tied to a Congressional mandate, change in law or policy, or upcoming event with a specific deadline?

• [x] Yes Tied to launch of OH / VistA integration at pilot site.
• [ ] No
• [ ] I’m not sure

Where are you at in your timeline?

Tell us briefly about what you're working on now (such as initial discovery, wireframing, or usability research planning) and add any known dates for upcoming milestones or deadlines.

Research with Veterans has been completed with findings. Userflow options have went through a couple rounds per IVC's request. Current options for VeText and Check-in to decide on are in Figma userflow file. Wireframes and content are being finalized in Figma. Right now, we'd like to get some initial feedback on IA and URL path. Will create a separate ticket for content or add do this one once we're ready for review. Please review our userflow in Figma to provide feedback on IA and URL path.

Collaboration cycle

Which phases of the collaboration cycle have you completed?

Select all that apply.

• [x] Design intent
• [x] Midpoint review Scheduled for 2/22
• [ ] Staging
• [ ] None. This initiative isn’t going through the collaboration cycle.

Collaboration cycle ticket

If you’re going through the collaboration cycle, provide your ticket number and link:

• Ticket Number: 75013

Supporting artifacts

Provide links to any supporting artifacts that can help us better understand your initiative and begin collaboration. Include artifacts like your product outline, user flows, mockups and prototypes, or any draft content.

• NA

Next steps

• [x] Post a link to this issue in the #sitewide-content-sitewide-content-accessibility-ia slack channel and tag @Terry Nichols. We’ll reply within 24 hours to acknowledge receipt. We'll then review the artifacts in more detail and work with you to determine timing for collaboration. Depending on the work, we may schedule a kickoff meeting to better understand how we'll partner together.
• [x] Review the remaining next steps in the VFS team tasks section here.

Tasks

### VFS team tasks
- [x] **If you are requesting content support**, please share your content source of truth (preferably as a SharePoint document).

### CAIA operations
- [ ] Initial Review - @coforma-terry and @strelichl 

### CAIA a11y tasks

### CAIA content tasks

### CAIA IA tasks

[kristinoletmuskat]

Thanks @benbrasso-agile6 for sending these along! Would it be possible to share the current URLs so we can see what's changing?

[benbrasso-agile6]

• The existing app's (eCheck-in) userflow and URL structure
• The existing app's (eCheck-in) production wireframes

[kristinoletmuskat]

Are these the existing app URLs you're talking about? So is travel pay a net new thing as part of this flow? I know we probably talked about it months ago!

[benbrasso-agile6]

Yes, that's the url pattern for eCheck-in, which includes filing for BT reimbursement. Oracle Health sites want BT reimbursement WITHOUT the pre-registration and check in part of eCheck-in :)

As a result, we need to split the application code out and need to establish a slightly different url pattern to differentiate it from the eCheck-in url pattern. Note: You can't access these apps without a unique link.

[kristinoletmuskat]

woo ok! We actually decided in our internal IA land that @sterkenburgsara is the best person to work on this. She will be in touch soon!

[benbrasso-agile6]

Sounds good. She's somewhat familiar with this work already 😃

[sterkenburgsara]

Hey there :-) For clarity's sake, can you verify that this is right: You are pulling out some pages of the flow that is currently in place for check-in and duplicating it in a separate flow for Oracle Health/Cerner users with new, slightly differentiated URLs?

Is the following correct? :

• Current URL path for check-in: va.gov/health-care/appointment-check-in/*
• Proposed URL path for new Cerner/OH flow: va.gov/health-care/appointment-travel claim/*
  • Pages under this directory:
  • /travel-pay
  • /travel-vehicle
  • /travel-address
  • /travel-mileage
  • /travel-review
  • /complete

Do these proposed URL page names match what is in prod now for check-in? I would advocate for parity with check-in page URLs unless there is a good reason not to match them (sorry if there is already parity here - I don't see these specific URLs in the current state link you provided in the comments earlier).

Related, we need to work on moving check-in under the/my-health directory instead of /health-care since it is related to managing health (not learning about or applying for it). Happy to chat about that if you have questions!

[benbrasso-agile6]

Correct. Yes, those page names match what's in production now for eCheck-in. (Yes, I don't have all URLs documented for eCheck-in, but, yes, those are them.)

[benbrasso-agile6]

Re: moving to /my-health instead of /health-care, sure. @loripusey do you want to put this as an Epic for us?

[benbrasso-agile6]

eCheck-in page names:

[loripusey]

I'll talk to our VA PO about moving to my-health.

[benbrasso-agile6]

Thanks!

[sterkenburgsara]

Perfect! Thank you both very much.

[benbrasso-agile6]

Were you all set on this ticket @sterkenburgsara?

If so, @coforma-terry @laurwill is it ok to use this ticket when we have the content ready for review in a few days? Or, is a new ticket preferable?

[sterkenburgsara]

@benbrasso-agile6 Yes, this all looks good to me!

[benbrasso-agile6]

Will have content ready for review sometime next week and will update this ticket

[benbrasso-agile6]

@laurwill (cc @coforma-terry) here is our content (SMS notifications and low-auth web pages) that is ready for review: https://www.figma.com/file/pnR05o7NPJDS0KFUSQ0eE3/Check-in-%7C-Check-in?type=design&node-id=715%3A2296&mode=design&t=RlA8fd2BGkeywMW7-1

Separate Sharepoint doc for SMS messages which @ahicksfearless from VEText comms is reviewing too: https://dvagov-my.sharepoint.com/:w:/r/personal/benjamin_brasso_va_gov/Documents/Online%20travel%20pay%20for%20Oracle%20Health/SMS%20notifications%20for%20online%20travel%20pay%20at%20Oracle%20Health%20sit.docx?d=w1bb78ed7283a417ebbb4b5bc6625daaf&csf=1&web=1&e=RQ9gD6

Let me know if you'd like a meeting to help do a handoff. We are going to schedule a mid-point review, which I'll invite you to, and then, we'll work in content updates as they become available before or after mid-point review.

A lot of this experience and content comes from the prototype and research study that we did for filing travel claims for past appointments: wireframes + content, research findings

For reference, here's the userflow for the existing eCheck-in + travel reimbursement experience: https://www.figma.com/file/pnR05o7NPJDS0KFUSQ0eE3/Check-in-%7C-Check-in?type=design&node-id=388%3A2938&mode=design&t=RlA8fd2BGkeywMW7-1

Somewhat related, we've been asked to add a question at the beginning of the userflow of eCheck-in to find out if Veterans are at the facility or not. I.e., MSAs are calling the patients up as soon as they complete online check-in, but if they don't show up in a few minutes, they're marking them as No Shows, which is not how staff is trained to use PCI. Therefore, adding this new page helps on the Veteran-side to let them know that they should check in with staff asap if they complete online check in, but are not close to the facility at the time. There are staff trainings happening at the same time to address this issue on the staff side.

• Updated eCheck-in Userflow for VistA sites
• Updated eCheck-in Wireframes for VistA sites
• The SMS messages have been provided by VEText and are being tested at a pilot site

[benbrasso-agile6]

cc @ahicksfearless

Also, we follow the VA.gov content style guide, but I think @laurwill and team (who help us ensure we're following those guidelines, while also setting those guidelines) will at some point start to look at notifications too. But, I'm not sure if there's documentation to date, especially SMS notifications.

[benbrasso-agile6]

Midpoint review for this work is scheduled for tomorrow, Thursday, at 330pm ET

[benbrasso-agile6]

Added a couple comments for @laurwill in our Figma file based on Midpoint review feedback

[benbrasso-agile6]

Any ETA on when content review will be complete for this work? Staging Review will take place in a couple weeks. Thanks!

[benbrasso-agile6]

@coforma-terry is this ticket still showing up in your backlog? I see that the CAIA labels have been removed, so want to make sure we're following the correct process here. Thanks

[laurwill]

Hey @benbrasso-agile6 sorry about that — this is in our "in progress" lane! I can get you Figma content comments by EOW. Will that work for your timing?

[benbrasso-agile6]

EOW is perfect. TY!

[benbrasso-agile6]

Should we close this ticket or still reviewing?

[anita-halici]

@laurwill following up on the above query? Has the review been completed?

[anita-halici]

@laurwill @coforma-terry @sterkenburgsara @kristinoletmuskat @strelichl

following up on the above query? Has the review been completed?