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
• [x] AP: Review and draft recommendations
• [x] AP: Share recommendations with the product team
• [ ] ML: Finalize recommendations with the product team

Criteria

• [ ] Recommendations have been finalized 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

[aprocik1]

Update: I shared this content source of truth (Google) with the product team in the intake ticket.

[aprocik1]

Update: I've shared an updated content source of truth (SharePoint) with the product team in the intake ticket. The source of truth contains this content:

• The primary form flow for the applicant
• The post-primary form flow VA Notify emails for the applicant and cemetery official
• The secondary form flow for the cemetery official
• The post-secondary form flow VA Notify emails for the applicant and cemetery official
• The final VA Notify email for the recipient

The product team is updating their Figma file to align with the source of truth. After that, we'll use the Figma file as the source of truth moving forward.

[aprocik1]

Update: I updated the form intro page based on the drafted static page. Here's the relevant Figma comment.

[aprocik1]

Update: I completed a full review of the product team's updated Figma file. I left questions and recommendations in comments.

[aprocik1]

Update: I completed a full review of the product team's responses to my comments in their Figma file.

[aprocik1]

Update: I completed a full review of the product team's responses to my comments in their Figma file.

[aprocik1]

Update: The product team made it through testing. There are a small number of content updates I'm working on. This ticket should remain in progress.

[aprocik1]

@hermonica, the product team followed up with two more requests from their user research. Can you draft responses to these?

I can review your responses, before you share them with the product team in the intake ticket. Thanks in advance!

Request 1

In testing, people were confused about where to find Veteran information. Im wondering if this is enough, or should be be able to insert a link to that national archives page so they can request the service records? I wouldn't want it to interfere though with the current process, and this might be something they can have linked out in the intro page? Have you seen this before?

Notes

• Here's the link to the Figma screen
• You'll need to reference other additional info components in this form flow to determine the pattern for the label. I think it should be a statement, instead of a question. And I think it should in second person, instead of first person.
• You could probably condense this down to a single sentence. I'm not sure if the first sentence is necessary. I'll follow your lead on this.
• You should probably include a link to the National Archive website to request a Veteran's DD214. I think you can reference the form intro page or the static page for that link.

Request 2

Also looking for content recs for the text below "type of medallion." letting them know that the medallion sizing must fit with potential cemetery restrictions

Notes

• Here's the link to the Figma screen
• You should probably move this content from the "Type of medallion" screen to the "Size of medallion" screen.
• You should clarify the sentence the product team has drafted. Consider something like, "Contact the cemetery to ask what size medallion they accept." Or, "Contact the cemetery to make sure they will accept the size of medallion you request."

[hermonica]

Hi @aprocik1, thanks for all the updates and for outlining the next steps so clearly!

Here are my draft responses for your review. Looking forward to your feedback.

Request 1: Veteran information screen

[Veteran personal information form fields - no changes] [Additional info component title] Where to find Veteran information (Alt for clarity: "Where to find the Veteran’s service records" - lmk what you think!) [Additional info component body text] You can request a copy of the Veteran’s separation papers (DD214) and other service records from the National Archives.

Learn how to request service records (opens in a new tab)

Changelog

• Updated additional info component title to a non-first-person statement
• Included an alternative additional info component title for clarity on what type of information can be requested
• Condensed body text and added text link to request DD214 (used same link as intro page; links to VA.gov page vs. actual National Archives website)

Request 2: Size of medallion screen

Size of medallion screen You can get a bronze medallion in 3 sizes. Contact the Veteran’s cemetery to check if they’ll accept the size of medallion you request. [Medallion image and remaining screen - no changes]

Changelog

• Removed "Check with the cemetery to confirm accepted sizing" from Type of medallion screen
• Changed "You can get a bronze medallion in three sizes" to "You can get a bronze medallion in 3 sizes" (aligns with content guide for using numerals for all numbers, including <10)
• Edited sentence about contacting the cemetery for clarity, per your recommendation

[aprocik1]

@hermonica, thanks for working on this!

Request 1

Here's my recommendation for the additional info component:

[Label] Where to find the Veteran's personal information You can find the Veteran's personal information and service history on their military service records.

Learn how to request military service records (opens in new tab)

Notes

• I would mirror the label for this component based on the header for this screen--"personal information"
• I would mirror the body copy for this component based on the H1 for the page it links to--"military service records"
• I would exclude mention of the National Archives, since we're not directly linking to their website
• I would make sure the body copy directly responds to the label, similar to what we do with question headers

Questions

• Is this the right screen for this additional info component?
• Does this additional info component need to appear on any other screens?
• What information does a Veteran's military service records include? The Veteran's birth and death dates are required on this screen. Will a cemetery or third party representative be able to find those dates in the Veteran's military service records?

Request 2

This is great! Feel free to share this recommendation with the product team via a comment in their Figma file.

[hermonica]

@aprocik1 Thanks for your feedback! All noted and agree with your rec. Plus, good flag about the placement of this component and the need to investigate further!

Answers

• Is this the right screen for this additional info component?
  • No, this additional info component needs to be removed from this general Veteran information screen.
• Does this additional info component need to appear on any other screens?
  • Yes! This additional info component needs to appear on this Veteran service periods screen (above the "Finish this application later" text link). And perhaps all of the Veteran service periods screens similar to how the unclaimed remains additional info component appears on all the screens about remains. What do you think?
• What information does a Veteran's military service records include? The Veteran's birth and death dates are required on this screen. Will a cemetery or third party representative be able to find those dates in the Veteran's military service records?
  • A Veteran's military service records will mainly show info related to their service, per VA.gov's Request your military service records page and this National Archives page about DD214. I briefly went through the request records flow on the National Archives site, and the person requesting records would actually need the Veteran's personal info, like birth date and SSN. So, the additional info component copy and placement needs to be updated.

Updated recommendation for the additional info component (request 1):

[Label] Where to find the Veteran's service periods You can find the Veteran's service periods on their military service records.

Learn how to request military service records (opens in new tab)

I'll share our recommendations for both requests once we finalize the additional info component.

[aprocik1]

@hermonica, thanks for researching this. Now that we know this content is specific to service periods, I think we should make these recommendations to the product team:

• Add a sentence and link to the body copy on this screen. Something like, "If you don't know the Veteran's service periods..."
• Consider adding the additional info component to this screen. I'm hesitant about this because this screen is already busy. Should this sentence and link be added as body copy instead? Or, should it be excluded entirely, because it's on the previous screen?
• Don't add the additional info component on any other screens. I don't think this needs to be on the list and loop review screen, because the applicant will have already submitted at least one service period, which is the requirement for this form. What do you think?

[hermonica]

@aprocik1, yeah I think it's better to add a sentence and link to the body copy of the Veteran service records screens (but not on the list and loop screens) instead of using the additional info component. I checked the burial form to see if we can follow a familiar pattern, and it seems like it's more common for this type of info to be in the body copy.

Updated copy for this screen and other Veteran service records screens (except list and loop screens):

Veteran service records You can add up to 3 service periods. You must add at least 1 service period.

If you don't know the Veteran's service periods, you can request their military service records.

Learn how to request military service records (opens in new tab)

Or, for the conditional sentence, is this clearer:

Note: If you don't know the Veteran's service periods, you can get this information on their military service records.

Lmk what you think!

[aprocik1]

@hermonica, let's go with your first draft, without the note. This is what I'm thinking for this screen:

[Header] Veteran service periods

In the next few questions, we’ll ask you about the Veteran’s service periods. You must add at least 1 service period.

If you don't know the Veteran's service periods, you can request their military service records.

Learn how to request military service records (opens in new tab)

I think we could exclude the maximum here, since we have the alert on this screen. What do you think?

[hermonica]

@aprocik1 Sounds good! And agree that it's okay to remove the maximum from that screen.

Just double-checking here, are we adding the updated body text to this screen only?

I had previously suggested we update the body text for all the service periods screens (except for the list and loop screens) since the demographics screens have the same body text for all following screens, but that might just make sense for that type of optional demo info. There's also an alert to prompt users to submit at least 1 service record on following screens, so I think we're good with just adding it to the first screen from the service period screens, per your rec.

[aprocik1]

@hermonica, I think we should recommend adding this content to only the screen you linked in your last comment. I think the following screens may get too busy. If the product team wants to include it elsewhere, that's okay.

[hermonica]

@aprocik1 Thanks for all your guidance on this! I shared our recommendations with the product team via comments in their Figma file.