Research - Support Reps: "Veterans need a record of their claim and a way to track it"

[pacerwow]

As a UX Researcher & Designer, I want to find out what information support reps need to identify a claim that hasn't been received yet, for which we don't have a claim ID. This will inform how we design a solution for Veterans in this situation to find out the status of their claim.

Tasks

• [x] Frame and present the question "How might we help Veterans get the status of their claim when they don't have a claim ID" to OCTO enabling team
  • Consider unifying "applicaiton ID" in save-in-progress alert with Claim ID or using this to replace reference number shown on error screen in production. (Figma comment)
• [x] Gather insights from key stakeholders to understand various perspectives* Q: How can a Veteran get info about their claim that hasn't been received yet when they don't have a Claim ID Q: Understand what information Support Reps need to help support the Veteran when they don't have a Claim ID Q: What information do we need to provide to Support Reps? Q: How can we help the Veteran when they need support in scenarios where they don't get a Claim ID Q: Can support find an in-progress claim with already-existing info about the Veteran and roughly when they clicked "submit"? Q: Would we need an additional identifier? If so, what system(s) does it need to be visible in?

Acceptance Criteria

• [ ] The team, cross-functionally, has internal alignment on proposed solution - to address in in Incorporate Timely & Truthful Submission research findings into redesign#88519
• [x] Outcomes from tasks are documented in Github or GoogleDocs

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How to configure this issue

• [ ] Attached to a Milestone (when will this be completed?)
• [ ] Attached to an Epic (what body of work is this a part of?)
• [ ] Labeled with Team (product support, analytics-insights, operations, service-design, Console-Services, tools-fe)
• [ ] Labeled with Practice Area (backend, frontend, devops, design, research, product, ia, qa, analytics, contact center, research, accessibility, content)
• [ ] Labeled with Type (bug, request, discovery, documentation, etc.)

[mengA6]

Asked OCTO for guidance in Slack

[mengA6]

my ask in #vsp-contact-center-support

[mengA6]

Meeting notes with contact center 7/24/24

Main takeaways (posted in Slack):

1. The Claim ID is useless to the contact center. They go through identity protocol questions with the Veteran and look at all EPs, open or closed. Then might ask when they filed, conditions listed, and type of claim (supplemental vs original) to find the claim. Even when they're looking at claims in the list, the list doesn't display claim ID, so contact center rep would only see claim ID once they open a claim to view it in detail.
   2. Despite this, the Claim ID is still useful to engineers, and it brings Veterans a sense of security to know it.
2. Veteran Support team sometimes uses Application ID on the save-in-progress alert (along with a Veteran's ICN) to track down a not-fully-submitted claim with tier 3 support when there's a submission issue.
3. Evidence failure scenario: the contact center has no way of knowing which document is missing or what condition it's associated with

[mengA6]

had some discussion about the findings during UX sync. We'll follow up on solutioning in Incorporate Timely & Truthful Submission research findings into redesign#88519