UX/product discovery: VA Health Chat implementation options

[wesrowe]

Description

User story

As a Cartography team member, I want to analyze options for how to make VA Heath Chat available to Veterans who are eligible, so that we and OCTO stakeholders can chart a path that balances getting value quickly to Veterans with concerns around UX and accessibility for all Veterans.

Notes

• "interstitial page option" = put a static link on MHV landing page, which links to a page on VAgov explaining more about the limitations of VAHC (VISN, hours, appt within 36 months, etc)
• Large Slack thread that kicked off options discussion
• Kaitlin's Mural of explorations
• VA's mobile app directory has a page with pretty detailed info about VAHC availability by channel and VISN
• Ask Wes for his ongoing notes and analysis
• Patrick proposed a high-level roadmap/phased rollout approach in the Slack thread:
  • v 0.1: put health chat link on landing page that connects to an interstitial page on va.gov that has info/disclaimer. use feature toggle to incrementally make available to users. keep an eye on things.
  • v 0.2: add in facility conditionality. we know exactly what facilities don't offer health chat. we know what facilities the user is registered. use a hard coded facility disallow list to hide the health chat link for users who won't ever have access.
  • v 0.3: assuming health chat availability api is not yet ready for us, do discovery on using our own appointments list integration as a basis for the 36 month eligibility window. also remember the stakes here: if a patient accidentally gets through to health chat and didn't have an appointment in the last 36 months, is that a real problem? (yes, Kaitlin thinks this is a UX problem, see screenshot below)

Possible tasks:

• Validate link-plus-interstitial page approach; authed or unauthed?

Acceptance criteria

• Validated interstitial-page approach or proposed alternative – including a high-level phased roadmap if appropriate
• Met with Patrick & Kaitlin (office hours?) to review
• Ticketed next steps – e.g., draft interstitial page content (w/ CAIA), write product outline / iteration brief, etc

[wesrowe]

Consulted Patrick, Kaitlin, Robyn on injection via slack.

[wesrowe]

Met with OCTO trio today, we have agreement that the static-link approach is best. Rationale: an interstitial page on VA.gov would not be personalized at all, whereas the VAHC experience is personalized/dynamic – e.g., it shows the user what they can do in their VISN and whether those channels are open right now.

[fmccaf1]

Met with Patrick, Kaitlin, Wes and decided: MVP will be link on landing page that leads directly to VA Health Chat (no interstitial page). Link text will read "Chat live with a health professional on VA Health Chat"