[CAIA intake] 10-7959f-2 (FMP claim cover sheet)

[marywang2]

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: IVC Forms
• OCTO product owner: Premal Shah
• Product name: 10-7959f-2 claim cover sheet
• Product manager: Mary Wang
• Slack channel: ivc-forms
• Dedicated content writer on your team (if you have one): Insert name and/or GH handle
• Dedicated a11y specialist on your team (if you have one): Rachael Penfil

About your initiative

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

Select all that apply.

• [x] Digitizing a new form
• [ ] Creating a new digital tool
• [ ] 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?

Our team will be digitizing the claim cover sheet form for the Foreign Medical Program (10-7959f-2). We would like CAIA's support in reviewing updates to content and structure.

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?

• [ ] Yes
• [x] 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.

early user flows/wireframes, discovery mural is here (WIP)

Collaboration cycle

Which phases of the collaboration cycle have you completed?

Select all that apply.

• [x] Design intent
• [ ] Midpoint review
• [ ] 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: 77082

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.

• Product outline
• Figma

Next steps

• [ ] 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.
• [ ] Review the remaining next steps in the VFS team tasks section here.

Tasks

### VFS team tasks
- [ ] **If you also need engineering support from the public websites team**, fill out their intake request form as well.<br> [Open a public websites intake request](https://github.com/department-of-veterans-affairs/va.gov-team/issues/new?assignees=Public+Websites%2C+Sitewide+content&labels=vsa-public-websites%2C+vsa%2C+vsa-public-websites-intake%2C+sitewide-content%2C+needs-grooming&template=public-websites-intake.md&title=%3CType+of+Request%3E+from+%3CTeam%3E)
- [ ] **If you're requesting a page/URL redirect, a URL change, or a vanity URL**, submit an additional request for this work. <br> [Open a redirect, URL change, or vanity URL request](https://github.com/department-of-veterans-affairs/va.gov-team/issues/new?assignees=jennymayoco%2C+kristinoletmuskat%2C+strelichl%2C+FranECross&labels=sitewide+CAIA%2C+Sitewide+IA%2C+Public+Websites%2C+VA.gov+frontend%2C+Redirect+request&projects=&template=redirect-request.md&title=Redirect+Request)
- [ ] **If you're creating an experimental design**, also contact the design system team. <br> [Read more about experimental designs](https://design.va.gov/about/contributing-to-the-design-system/experimental-components-and-patterns#what-is-an-experimental-component-or-pattern?) <br> [Suggest an addition or update to the design system team](https://design.va.gov/about/contributing-to-the-design-system/suggest-an-addition-or-update)
- [ ] **If you're requesting a11y support for usability research**, submit a research support request next. <br> [Open an a11y research support request](https://github.com/department-of-veterans-affairs/va.gov-team/issues/new?assignees=coforma-terry%2Cangelafowler82&labels=508%2FAccessibility%2C+sitewide+CAIA%2C+sitewide+accessibility%2C+CAIA-a11y-research&template=caia-a11y-research.yaml&title=%5BCAIA+A11y+Research%5D%3A+Team+name%2C+product+name)
- [ ] **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
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/83733

### CAIA IA tasks

[strelichl]

Noting that in our sync 3/21, went over priorities for the full suite of forms the team is working on (also posted in the super epic):

1. 10-10D last updates for user testing
2. Preliminary review of FMP claim cover sheet
3. OHI
4. Then anything coming out of user testing for FMP and claim form

Additional context from Mary:

• OHI is further along and closely related to 10-10D, and FMP is early stages, so FMP can be lower priority.
• They are wireframing OHI and planning to pull us in before midpoint, relatively soon for midpoint.
• OHI didn’t have its own design intent since it’s part of 10-10D (follows same flow, just has extra questions)

[laurwill]

Hi @brian-wilke @marywang2 , Just documenting here the chat we had in our sync last week about the draft user flows for FMP claim cover sheet:

• Draft flows planned to significantly lengthen the form by adding form questions to capture information from the required supporting documents (itemized billing statements from providers)
• I noted that as a general rule, we don't add questions to the online versions of PDF forms, because we're not allowed to increase the time burden on the Veteran unless there's a very good reason to do so
• The only reasons I can think of that we would consider adding questions/sections to a claim form like this are if doing so would significantly speed up processing or avoid subsequent back and forth with the Veteran, and the PRIA reviewers agree that this benefit is worth the increased up front time burden
• So if you hear from SMEs that the current PDF form is not collecting all the info we need and that this is causing problems after submission, that might be a reason to consider expanding the digitized form flow — if not, I think the most straightforward way to digitize would be to only include the questions/data fields from the PDF version, and continue to rely on the required supporting documents to provide the detailed info about the provider, service, and charges
• Another thing I realized after our sync: It's possible the supporting documents, like the itemized statement from the provider, could be in a language other than English. We have a note on the VA.gov page about providing translation in that scenario. And we don't know if Veterans speak the language of the foreign country where they receive care. So it's very possible that the Veteran filling out this form may not be able to read the billing statement, and that would prevent them from answering detailed questions about the info on the statement.

Also resharing the "How to file an FMP claim" page here — we recently migrated this content from the legacy FMP webpages, so FMP SMEs very recently reviewed and approved the info here.

Happy to chat more about this form in our next sync. And thank you again for starting the content conversation so early. Looking forward to working together on this!

[brian-wilke]

Thank you for this Laura!

On Fri, Mar 29, 2024 at 8:00 AM laurwill @.***> wrote:

Hi @brian-wilke https://github.com/brian-wilke @marywang2 https://github.com/marywang2 , Just documenting here the chat we had in our sync last week about the draft user flows for FMP claim cover sheet:

• Draft flows planned to significantly lengthen the form by adding form questions to capture information from the required supporting documents (itemized billing statements from providers)
• I noted that as a general rule, we don't add questions to the online versions of PDF forms, because we're not allowed to increase the time burden on the Veteran unless there's a very good reason to do so
• The only reasons I can think of that we would consider adding questions/sections to a claim form like this are if doing so would significantly speed up processing or avoid subsequent back and forth with the Veteran, and the PRIA reviewers agree that this benefit is worth the increased up front time burden
• So if you hear from SMEs that the current PDF form is not collecting all the info we need and that this is causing problems after submission, that might be a reason to consider expanding the digitized form flow — if not, I think the most straightforward way to digitize would be to only include the questions/data fields from the PDF version, and continue to rely on the required supporting documents to provide the detailed info about the provider, service, and charges
• Another thing I realized after our sync: It's possible the supporting documents, like the itemized statement from the provider, could be in a language other than English. We have a note on the VA.gov page about providing translation in that scenario. And we don't know if Veterans speak the language of the foreign country where they receive care. So it's very possible that the Veteran filling out this form may not be able to read the billing statement, and that would prevent them from answering detailed questions about the info on the statement.

Also resharing the "How to file an FMP claim" page https://www.va.gov/resources/how-to-file-a-va-foreign-medical-program-claim/here — we recently migrated this content from the legacy FMP webpages, so FMP SMEs very recently reviewed and approved the info here.

Happy to chat more about this form in our next sync. And thank you again for starting the content conversation so early. Looking forward to working together on this!

— Reply to this email directly, view it on GitHub https://github.com/department-of-veterans-affairs/va.gov-team/issues/78275#issuecomment-2027286810, or unsubscribe https://github.com/notifications/unsubscribe-auth/BDUVWLFYO4TUKJ75P3TT3ALY2VXWPAVCNFSM6AAAAABES7K4UKVHI2DSMVQWIX3LMV43OSLTON2WKQ3PNVWWK3TUHMZDAMRXGI4DMOBRGA . You are receiving this because you were mentioned.Message ID: @.*** .com>

[laurwill]

Hi @brian-wilke @marywang2 ,

Wanted to follow up on the conversation in our sync last week about providers potentially using the FMP claim form.

There's currently no provider-facing content on VA.gov, and no place to address this audience within the modernized website. So even if providers would technically be able to find and use this online form (since it doesn't require sign-in), we wouldn't be able to include providers as an official user story or address them directly in the form content. We'd suggest focusing exclusively on the Veteran user story and only addressing the Veteran audience in the form content, so that the form experience is consistent with the static FMP pages and the broader VA.gov Veteran-facing experience.

Let me know if you have questions about this audience issue — happy to chat more about this!

[brian-wilke]

Totally in agreement, and sorry if this was confusing to anyone.

We realize providers fill this out, but it would always be designed around the veteran. There is NO CHANGE there.

On Tue, Apr 9, 2024 at 8:57 AM laurwill @.***> wrote:

Hi @brian-wilke https://github.com/brian-wilke @marywang2 https://github.com/marywang2 ,

Wanted to follow up on the conversation in our sync last week about providers potentially using the FMP claim form.

There's currently no provider-facing content on VA.gov, and no place to address this audience within the modernized website. So even if providers would technically be able to find and use this online form (since it doesn't require sign-in), we wouldn't be able to include providers as an official user story or address them directly in the form content. We'd suggest focusing exclusively on the Veteran user story and only addressing the Veteran audience in the form content, so that the form experience is consistent with the static FMP pages and the broader VA.gov Veteran-facing experience.

Let me know if you have questions about this audience issue — happy to chat more about this!

— Reply to this email directly, view it on GitHub https://github.com/department-of-veterans-affairs/va.gov-team/issues/78275#issuecomment-2045393163, or unsubscribe https://github.com/notifications/unsubscribe-auth/BDUVWLFPPLADSEJWJ3R25TLY4P6WDAVCNFSM6AAAAABES7K4UKVHI2DSMVQWIX3LMV43OSLTON2WKQ3PNVWWK3TUHMZDANBVGM4TGMJWGM . You are receiving this because you were mentioned.Message ID: @.*** .com>

[laurwill]

Great, thanks for confirming!

[brian-wilke]

This figma file : https://www.figma.com/file/WYZCqWcS2gJWIqLtmQlvl7/10-7959f-2?type=design&node-id=726-21596&mode=design

Is where the WIP screens are for this effort. They have been updated post design intent recommendations/feedback, and I feel they are ready for CAIA to take a look at (in prep for midpoint).

Other pages labeled WIP also contain the User flow (golden path) and Desktop/Tablet breakpoint. Content should be similar across.

[laurwill]

Hi @brian-wilke @marywang2 , just documenting updates after our chat in office hours yesterday:

• I confirmed with our content team that claims for reimbursement like this form should use the non-application template outlined here: https://github.com/department-of-veterans-affairs/va.gov-team/issues/74785
• We discussed shifting the question about paying Veteran versus provider earlier in the flow, so that we can ask for the right supporting documents (and possibly for the provider's address?)
• Next step: Brian will update the Figma and tag Laura here when it's ready for CAIA to flow in