Memorial self-service: Review online VA Form 40-1330M

[aprocik1]

Description

The product team updated content across the entire form and added to 2 potential solutions for obtaining multiple signatures. We need to review the form and provide content recommendations.

Note: The product team can't use the design system's gender pattern or relationship pattern due to data requirements on the backend of the form. They also doesn't want to use user-determined dynamic content based on their research findings from the pre-need eligibility online form.

Resource

• Figma file
• Mural board

Tasks

• [x] AP: Review and draft recommendations
• [x] Product team: Update designs
• [ ] AP: Review and draft recommendations
• [ ] AP: Share recommendations with the product team

Criteria

• [ ] Recommendations have been shared with the product team

[aprocik1]

Update: I created this CAIA scratchpad page in the Figma file. I asked the product team to confirm the logic is correct before beginning to draft content recommendations.

[aprocik1]

Update: I've reviewed the product team's up-to-date designs. My overall impression is that the logic in the online form is overly complicated. I think we can simplify the logic by making the content clearer and more concise across the experience.

Here are my questions:

1. [Figma reference](https://www.figma.com/design/QIMsAdHJjctTKDM1I34uXV/Medallions---Baseline-Prototype?node-id=4-44706&t=f2WWWOek7BChKrBI-4): Can we remove the screen that asks if the Veteran's remains are unclaimed? From my understanding, this question is only necessary for informing the logic that leads into the relationship question. But, I think we can add "cemetery" and "funeral home" as options to the relationship question. That would allow us to capture the necessary information for the PDF, while avoiding a confusing and sensitive question at the beginning of the flow. 2. [Figma reference](https://www.figma.com/design/QIMsAdHJjctTKDM1I34uXV/Medallions---Baseline-Prototype?node-id=1610-43189&t=f2WWWOek7BChKrBI-4): Can we remove the "organization information" screen? I don't think that this information is necessary for completing the PDF. 3. [Figma reference](https://www.figma.com/design/QIMsAdHJjctTKDM1I34uXV/Medallions---Baseline-Prototype?node-id=1664-55099&t=f2WWWOek7BChKrBI-4): Can we remove the screen that asks if the Veteran is buried in a private cemetery? From my understanding, the Veteran must be buried in a private cemetery for someone to complete this form. 4. [Figma reference 1](https://www.figma.com/design/QIMsAdHJjctTKDM1I34uXV/Medallions---Baseline-Prototype?node-id=1613-50680&t=f2WWWOek7BChKrBI-4), [Figma reference 2](https://www.figma.com/design/QIMsAdHJjctTKDM1I34uXV/Medallions---Baseline-Prototype?node-id=1613-51709&t=f2WWWOek7BChKrBI-4): Can we remove the screen that asks if the applicant is the point of contact for the private cemetery? And can we remove the screen that asks if the applicant is the medallion recipient? From my understanding, the reason to ask these questions is to autofill the following screens with the applicant's name. Since the applicant has to review and edit that screen anyway, and since they have to re-enter their mailing address, email address, and phone number regardless of if they're the point of contact or recipient, I think we should remove these screens. I think they add more of a burden than they ease. Or, if you want to keep these screen, I think we should auto-fill the applicant's information into the following mailing address, email address, and phone number fields and ask them to review. 5. [Figma reference](https://www.figma.com/design/QIMsAdHJjctTKDM1I34uXV/Medallions---Baseline-Prototype?node-id=35-22763&t=afTJewV4ZzmxvVPg-4): Where did the burial options in the multi-choice question come from? Are these informed by SMEs, and should there be an "other" option? 6. [Figma reference](https://www.figma.com/design/QIMsAdHJjctTKDM1I34uXV/Medallions---Baseline-Prototype?node-id=98-19610&t=f2WWWOek7BChKrBI-4): Where did the file options in the dropdown come from? Is this a pattern from a different form? 7. [Add Jenny's question from Slack re. who need to complete the Veteran's service history. Would all applicants know that information, like a cemetery officials?]

Here are my recommendations for the flow:

- Introduction page - Step 1: Applicant information - Screen 1: Applicant name - Screen 2: Applicant mailing address, email address, and phone number - Screen 3: Applicant relationship to Veteran - Screen 4 (if cemetery, funeral home, or VSO--and if this question is necessary): Organization name - Step 2: Veteran information - Screen 1: Veteran name, birth information, and death information - ~~Screen 2: Veteran demographic information~~ - Note: Governance won't approve questions about demographic information on online forms. - Screen 3 (list and loop): Veteran service history - Step 3: Burial information - Screen 1: Was the Veteran buried? - Screen 2 (if no): Burial options - Screen 3: Does the Veteran's grave have a permanent headstone or marker? - Screen 4: Cemetery name and point of contact - Screen 5: Cemetery mailing address, email address, and phone number - Step 4: Memorial item - Screen 1: Select the memorial item (only show PMC for eligible applicants): Medallion, medal of honor, PMC - Screen 2 (if selected): Size of medallion - Screen 3 (if selected): Size of medal of honor - Screen 4 (if selected): Number of PMCs - Step 5: Recipient information - Screen 1: Review auto-filled applicant name and mailing address--is this the recipient? - Screen 2 (if no): Recipient name - Screen 3 (if no): Recipient mailing address, email address, and phone number - Step 5: Supporting documents - Screen 1: Upload supporting documents - Step 6: Review - Confirmation page