Map solution for failure paths in the submission experience

[evelynhilbrichdavis]

Description

At a high level outline the design approach we want to take across channels to improve the submission and post-submission user experience. This will inform the rest of the issues in Improve submission user experience #78179.

Note: This work will happen after we have completed #81523. As a result of this work, we will be ready to enter into more detailed design work.

Tasks

• [X] Map design for submission & post submission experience for failures
• [ ] Identify where altered touch points are happening and outline what we want to convey with design changes (to be detailed in later issues in Improve submission user experience#78179)
  • [X] Consult engineer to assess basic feasibility/raise early concerns with design changes - captured in Incorporate technical ideas and knowledge into future-state of failure paths in the submission experience #81523

Acceptance criteria

• [ ] Mapping of submission experience for failure paths is complete in Mural and ready for more detailed UX/UI work

[evelynhilbrichdavis]

I've been pushing this work forward using our user story mapping Mural to break down failure scenarios into smaller and more strategic pieces. Jared is building out the epics for the work. Once we have feedback from OCTO, I'll detail the touch points for "Reduce burden by prefilling forms" by moving it to a service blueprint.

[evelynhilbrichdavis]

Touchpoints mapped here

1. How will we get Veterans the completed data, since email is not secure for PII? Current thinking: CST or some other landing spot?
2. Some touchpoints mapped here correspond to the initiative for Timely Truth Notification and Tracking, not just Reducing Burden with Prefilled Forms. How will we tackle these touchpoints? @mengA6