[CAIA Intake] VA Health and Benefits app: Better MHV access error messaging

[batemapf]

Content, accessibility, information architecture (CAIA) new initiative collaboration request

Use this ticket to request collaboration on a new initiative with the sitewide content, accessibility, and information architecture (CAIA) team.

About your team

• Team name: VA Health and Benefits app
• OCTO product owner: Rachel Han
• Product name: VAHB health tools
• Product manager: TBD
• Slack channel: #va-moble-app
• Dedicated content writer on your team (if you have one): @mistymg
• Dedicated a11y specialist on your team (if you have one): n/a

About your initiative

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

Select all that apply.

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

Update error message content on VAHB for health tool users who do not have access to VAHB health tools because of an MHV access issue. Should be done in coordination with similar work happening on VA.gov.

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.

Need to work with SMEs to identify: (1) exactly when/why users would see message; and (2) what the correct message should be.

Will you release this new product incrementally (for example, release to 25% of users to start)?

• [ ] Yes

• [ ] No

• [x] Not applicable

  *Note: **If you check yes, we’ll reach out to discuss details about the content in the react widget. We use these widgets to display entry points for new products to a certain percentage of users who visit our static pages. Please refer to this GitHub reference for dynamic content.

• [ ] I acknowledge that if I change the launch to be incremental, or change it from incremental to 100%, I must notify CAIA of this change as there is additional work involved that may impact deadlines.

Collaboration cycle

Which phases of the collaboration cycle have you completed?

Select all that apply.

• [ ] Design intent
• [ ] Midpoint review
• [ ] Staging
• [x] 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: xxxxxx

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.

• Slack convo
• Original ticket filed and then closed in favor of this ticket.
• This is current state. One immediate change needed is removal of reference to "Advanced" accounts, which no longer exist. Additional edits are likely necessary.
  • 

Next steps

• [x] Post a link to this issue in the #sitewide-content-sitewide-content-accessibility-ia slack channel and tag @Naomi Eke, and we’ll then 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.
• [ ] If you also need engineering support from the public websites team, fill out their intake request form as well: Open a public websites intake request
• [ ] If you're requesting a page/URL redirect, a URL change, or a vanity URL, submit an additional request for this work: Open a redirect, URL change, or vanity URL request
• [ ] If you're creating an experimental design, also contact the design system team: Read more about experimental designs
  Suggest an addition or update to the design system team
• [ ] If you're requesting a11y support for usability research, submit a research support request next: Open an a11y research support request
• [ ] If you are requesting content support, please share your content source of truth (preferably as a SharePoint document).

[DanielleThierryUSDSVA]

@strelichl Let's chat about this one in our Thursday sync. Thanks!

[laurwill]

@mistymg can you link the screenshot of the full screen here? Thank you!

[mistymg]

@laurwill Here you go! The external link takes Veterans here.

[sterkenburgsara]

@batemapf Does the app have the exact same access logic/requirements as VA.gov? // cc @mistymg

[laurwill]

Okay, based on this very long slack thread with mobile app team, I'm about 90ish% sure that we should replace this screen with a mobile version of this "Register your account with My HealtheVet" alert.

• Mobile only allows LOA3 access, so it can't be a verification issue. This must be how mobile prompts people to connect to their health info in MHV.
• If this is the situation, then we'll also need a version of the "You don't have access" alert that will show to people who have connected to MHV but actually cannot use SM. @mistymg is there already a screen like that in mobile, do you know?
• We'll need to make similar changes to a similar screen in the prescriptions feature on mobile.

[mistymg]

@laurwill I'm confused about your 2nd bullet. Is the "You don't have access" alert like saying the Veteran isn't enrolled in VA health care? Also, we'd need to actually confirm mobile app can break out these 2 different errors (register acct. vs no access).

[sterkenburgsara]

@mistymg Here is a breakdown of the two alerts:

• "you don't have access" means that the user is not registered to any VA health facilities (they've never had an appointment), so they don't have health data yet (we don't give them access to the health apps until they do).
• "Register your account with My HealtheVet" is different - it's about being "known" by the MHV-API (which 3 tools rely on: Medications, Medical Records, and Secure Messages). Data can only display for those 3 tools if there is an an associated registration to My HealtheVet. Caveat - not all health apps rely on this API though, so users still have access to some things (i.e. appointments) without taking this step.

[DanielleThierryUSDSVA]

@laurwill and I have synched up on this. I think the path you're heading towards with the 2 alerts breaking down the broader access issue vs. the more technical connection to MHV is right. But I want to bring in the identity team as well to discuss and for broader awareness/alignment. If it's helpful, we could have a call with the folks on this ticket to talk through this.

@Samara-Strauss @blacktm @parkerbees @claytonzook @charlye-bluetiger

[parkerbees]

@DanielleThierryUSDSVA the Identity team would certainly be happy to jump on a call to discuss.

[sterkenburgsara]

@laurwill have you already synced with mobile app team to share the latest version of these alerts that you worked on w/ identity team & just merged into VADS? Let me know how I can help!

Figma here