Align stakeholders on adding MHV Help Desk phone to MHV landing page

[wesrowe]

Description

User story

As a Cartography team member, I want to align with OCTO on a plan for ensuring that Veterans using the integrated MHV-on-VAgov portal are able to find the help they need, so that we can move toward learning from real data.

Notes

• Figma file for proposed approach

• UX discovery, design and data/analytics work: #79258
• The existing UX of both VAgov (Contact us) and on MHV Classic are documented in this mural area
• 5/2: Patrick bought into putting the "Need help?" component on the landing page at the time of integration/Meds launch. we have two steps to get alignment:
  • Patrick, Kaitlin and Wes will talk to Patty Henry to make sure HRC is ready to be called
  • Patrick and Wes will talk to octo stakeholders about adding the component below certain tools. probably SM, maybe Appts, maybe Meds. this would probably be post-integration
• Topics for Patty:
  • Is HRC ready/trained around redirecting callers about Appts, supply reordering, Oracle Health?
  • What aids do they need?
  • Thoughts about adding HRC number to tool pages, e.g. SM?
• For Kaitlin/content:
  • Do we want to be more specific about health tools in the component, e.g. (the bad version) "Need help with the tools above?"

Acceptance criteria

• Achieved OCTO and HRC buy-in and guidance on where phone number is added
• Updated use-case details to implementation ticket #79333
• Ticketed any additional work needed to prepare HRC for integration launch (or added to #80979)

[wesrowe]

Added notes to ticket body last week about Patrick's buy-in on this idea, and next steps regarding getting Patricia Henry's input on HRC readiness.

[wesrowe]

5/8: Patrick believes this topic was discussed on 5/7 between Patricia and other OCC stakeholders. He's seeking an update...

[wesrowe]

On 5/10 Patrick confirmed that Patty (HRC) is completely on board with supporting the integration. We can send her the product guide when we're ready, at the same time we send it to the contact center team/VEO.

Use-case details (2nd AC) were not discussed, I'll ticket and bring to refinement on 5/15.

Closing.