INITIATIVE | HMW help Veterans quickly find the right person to message through improved Triage Group naming?

department-of-veterans-affairs / va.gov-team

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INITIATIVE | HMW help Veterans quickly find the right person to message through improved Triage Group naming? #76163

Open janieTC-USDS opened 7 months ago

janieTC-USDS commented 7 months ago

What is our working theory of the North Star patient experience?
What admin experience with structured data would be needed to support this (and further iteration)?
From here, how might we scale back as needed and scope an MVP to incrementally build?

Key Documentation/Recordings stored here:

Triage Group naming folder in Secure Messaging Sharepoint for docs

Links:

https://dsva.slack.com/archives/C06DB95MATC/p1708549159539319 - round-up of research from Robyn
Triptech method for early design concept testing
Mural board with screenshots of EHR competitive analysis (Kaitlin)
https://miro.com/app/board/uXjVMTq7n1w=/

janieTC-USDS commented 6 months ago

Adding link to Mural via BL from Kaitlin, recapping research https://app.mural.co/t/departmentofveteransaffairs9999/m/departmentofveteransaffairs9999/1708957514910/7a0eca05f0574b6a3a7c3d6e2b4c7397e7ef12b4?wid=0-1709061555666&sender=ud89b95889d41efcb17062551

janieTC-USDS commented 6 months ago

Initial hypothesis of properties to show in more structured data entry for admin tool

clediggins-usds commented 5 months ago

Initial prototype idea, added structured data to recipient and modified the display to take it into account if it is present. Recipients without structured data will work as they do currently. Example with one containing structured data and one without. This actual display of the structured data (order, what is shown, formatting) is just a guess and can easily be updated.

Underlying data modifications (done in the mock services, work on MHV admin would be needed for this to be a reality)

janieTC-USDS commented 5 months ago

cross posting from Slack - Underlining some of the interesting insights shared this morning from the MHV Coordinator Quarterly Survey Results - Feb. 2024 with 50 coordinators responding.

32% of coordinators re-route secure messages multiple times a day.
Similarly, 29% of coordinators estimated that a quarter to half of their time in general is spent dealing with triage group issues (troubleshooting, educating, addressing issues).

Product Hypothesis: if we can make it clearer for a Veteran to find the right/appropriate triage group they want to message, we can reduce the burden on coordinators (time spent to re-route and troubleshoot issues) and help support Veterans getting a response sooner with a more efficient path.