search

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

Public resources for building on and in support of VA.gov. Visit complete Knowledge Hub:
https://depo-platform-documentation.scrollhelp.site/index.html
281 stars 197 forks source link

[a11y Support]: Chatbot Benefits: Micro-Services #79014

Closed sara-amanda closed 3 days ago

sara-amanda commented 5 months ago

[!IMPORTANT]

  • Release Date: April 11, 2024
  • First Meeting: Week of 3/25/2024 with @eli-oat
  • Collab Cycle Ticket: #78076
  • CAIA Intake Ticket: #78614
  • Product Initiative Brief
  • Chatbot Claims Mural board
  • Pending information for how to test and where to test. (3/25 @eli-oat sent over some ideas)

About the Team: Chatbot Benefits-Microservices

Toggle to view team contact info. - Team name: Chatbot Benefits-Microservices - OCTO product owner: Luciana Morais - Product name: Chatbot - Product manager: Leah Spix - Slack channel:[ #va-chatbot-claims](https://dsva.slack.com/archives/C05U8PUB7EZ) - Dedicated content writer on your team (if you have one): Grace Goodenough, goodenoughgraceVA

Project Background Information

Toggle to view desired outcomes and the nature of this initiative Information obtained from the ["About your initiative" section](https://github.com/department-of-veterans-affairs/va.gov-team/issues/78614) of the intake ticket (78614). ### Disability Claims Status Flow Design and build an updated **Disability Claims Status Flow** as part of the VA.gov Chatbot. #### Claims Flow Inclusions **Bot can provide:** 1. a definition of the phase, 2. a general claim timeline, and/or 3. details within the phase (micro-transaction) **The bot can direct users to other VA tools** (ex. Claims Status Tool, VA.gov pages) where information can be found. - **The Chatbot will share:** - the number of compensation claims on file - the most recent claim opened - the date it was opened - the related issues, and the status - **The Chatbot will share details** on the step of the claim process that disability compensation claim is in including the current status of the claim: - claim received - initial review - evidence gathering review decision - preparation for notification - complete - **The Chatbot will share** when: - the claim moved status - the date the status changed - **The Chatbot will provide** recent updates for the veteran to learn about the last activity done to the compensation claim. The chatbot will share: - the activity - date submitted - any actions needed from the veteran - **The Chatbot will provide** the veteran with the average number of days it takes to complete a disability compensation claim (provided by VA.gov) as of the most relevant date - **The Chatbot will provide** the veteran with a phone number (1-800-827-1000) to click-to-call to answer questions related to disability claims status that the chatbot cannot answer #### Current State/Abilities of the Chatbot At this time, this chatbot can only show a Veteran status information on disability compensation claims. The chatbot will provide the date the claim was filed and the current phase that the compensation claim is in. #### Items Found in the Claims Status Tool (Outside of Chatbot) All other details of the in-progress claims and other claims must be found via the Claims Status Tool or through an agent. #### Seamless Experience Desired To provide a seamless experience across VA platforms and channels, the Chatbot should have the same capabilities in this area as other tools on the VA platform, such as the Claims Status Tool. **_Responding to select claims status details and not providing details to the veteran could harm the veteran's confidence in the bot over the long term._** 
### a11y Support Tasks
- [ ] https://github.com/department-of-veterans-affairs/va.gov-team/issues/73543
- [x] **SLACK Initial Connection**: Reach out to Chatbot Claims Team via Slack with [intro and questions 3/21/2024 c/o Eli](https://dsva.slack.com/archives/C05U8PUB7EZ/p1711033817643239)
- [x] **Initial Meeting:** @elioat to meet with the **Claim Status Skill Team** the week of 3/25/2024 - Eli reached out via email on 3/25 with some ideas as well (tickets/issues can be connected here)
- [x] `Needed` Testing Information/URL(s) - and log in if needed (as of 3/25)
- [x] **Test Plan:** `TBD` (ref. a11y documentation in ticket above #73543) - see `Background Info` in this ticket.
- [ ] **Review Research:** If time allows, review research that was completed from an a11y lens. UX Test Sessions occured the week of 1/29, test analysis followed from 2/5-2/15, [according to the product initiative brief](https://github.com/department-of-veterans-affairs/va.gov-team/blob/master/products/virtual-agent/product/claims-status-initiative-brief.md#timeline)
sara-amanda commented 4 months ago

CST Status Inquiry

Hi, @leahspix !

@coforma-jamie saw in Slack a victory for the CST; can you let us know if there is any additional work to be done?

Please see this ticket and the desired outcome section that our previous teammate Eli wrote up for this ticket.

Many thanks in advance!

@coforma-terry @SarahKay8 @EvanAtCoforma