[CAIA Intake] 10-10 Health Enrollment: EZR submission failure email

[RenataKeck]

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) shared services team. Feel free to delete instructions and unselected options from the ticket to make it easier to scan.

Your team

• Product name: 10-10EZR Health Benefits Information Update form
• Team name: 10-10 Health Enrollment Team
• OCTO product owner: Patrick Bateman
• Product manager: Alex Seelig
• Designer(s): Renata Keck, Hieu Vo
• Slack channel: #1010-health-apps
• Dedicated content writer on your team (if you have one): N/A
• Dedicated a11y specialist on your team (if you have one): N/A

Your CAIA team:

Filled out by CAIA

• IA:
• Content:
• Accessibility:

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
• [ ] 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
• [x] Something else: OCTO Zero Silent Failures initiative - submission failure email template

What's the nature of your initiative and desired outcomes?

As part of OCTO's Zero Silent Failures initiative, the Veteran must be notified when a submission error occurs. Currently, the Veteran sees a confirmation page and receives a submission email, but if a submission error occurs after the submission email is triggered, they are not notified. This new email would address the submission error and prompt the Veteran to resubmit the application.

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. FOR FIGMA/MURAL: please tell us which screens/board/section to look at so we don't leave comments on old stuff.

• Figma file
• 10-10EZR Flow chart

Collaboration timeframe

This initiative is coming directly from OCTO leadership and this work takes highest priority for our team.

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
• [ ] No
• [x] 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.

Currently wireframing, however, this is a simple email template triggered by a submission error. Design work is minimal.

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

• [ ] Yes

• [x] No

  Note: For an incremental launch, we use React widgets to display dynamic content. We'll need at least 2 weeks of extra time to coordinate the content for this and work with your engineer. Learn more about our process for dynamic content. If your launch plans change, notify CAIA of the change as soon as possible so we can talk about how that will impact the timeline.

If you are releasing incrementally:

• What dates do you anticipate starting and ending your incremental launch? Enter dates
• What is the name of your engineer who will build the React widget? Name

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 a link to your Collaboration Cycle Request:

• Hyperlinked Ticket Number:

Next steps

• [ ] 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).

[aliyahblackmore]

@strelichl flagging that I talked about this with the product team and I'll turn to this work next week.

[NaomiPMC]

@DanielleThierryUSDSVA to followup with @laurwill and @aliyahblackmore on how to approach silent failure email population.

[aliyahblackmore]

Cross posting an update from Slack:

I'll plan to share a draft during our weekly sync with Danielle.

I think that we can add the "in progress" label to this intake cc: @strelichl.

And here's a link to the contact task I opened up last week: https://github.com/department-of-veterans-affairs/va.gov-team/issues/93933

[aliyahblackmore]

Update here:

I'll share the content recommendations with the product team by end of week.

I moved this to "In progress".

[aliyahblackmore]

Hi folks! @RenataKeck

The content recommendations for the EZ silent failure email are in Figma.

The content updates in Figma are closely aligned with the ongoing CAIA work with VA notify and the design system folks around templates for these emails.

[RenataKeck]

Thank you, @aliyahblackmore ! I have updated the mocks to reflect your content recommendations.

[aliyahblackmore]

Update here:

The product team shared new updates today about the recovery step if an application silently fails. I'll need to review the content again and adjust accordingly.

[aliyahblackmore]

Update here:

• Based on the recovery updates from the team, I adjusted the content in Figma.

• I also removed the "Submission details" box and adjusted the signature.

• I crossed out the content from last week.

This is ready for the team and any necessary HEC SME accuracy reviews.

[aliyahblackmore]

Tracking a comment from Figma:

Hieu mentioned that Renata asked him to check in with me about why this email content is different than the SharePoint with the sample templates CAIA is working to get in VA notify.

• The content recommendations in this Figma are closely aligned with the CAIA guidance that's in that SharePoint document for the silent failure emails.

• But because the phone recovery step for the EZR is framed as "call us to update your information..." instead of "submitting the form by phone...", the content is a bit different here.

• I'm going to chat with the CAIA team about adding a template/example to the sharepoint doc for forms that want someone to call to "update" information instead of "submitting a form".

And again, as teams start to implement silent failure emails we're very interested in any feedback you all recieve from Veterans. That information is helpful for us so that we can make any necessary adjustment in the future.

Happy to check in when you're back in office in case you had other questions @RenataKeck!

[aliyahblackmore]

Update here:

• The product team received an accuracy update for their SMEs (change 3 days to 5 days)
• And they're waiting on SMEs to confirm that they can move forward with the email content
• TBD if there are any other accuracy updates re: the recovery steps

[aliyahblackmore]

Cross posting updates here: (cc @RenataKeck )

• The product team chatted with their SMEs and aligned on the recovery steps. They'll list all of the other update options vs. leading with "call us..."

• We'll remove the line about Veterans receiving a call. The team will circle back if they can confirm this will happen.

• I made some slight adjustments to a mock up of this version of the email in Figma. And added some additional context about the formatting for the teams awareness/reference.

• Alex shared that he will share the email mock up with their SMEs and include a screen capture of the content on the live static page under the H2 "How do I update my information"? so that their SMEs know that the format in the email aligns with how it exists on the static page.

  • And I shared with the team that if needed, I'm happy to send an email on that thread to outline the specific parts of the VA.gov style guide we're referencing for the content format in the email. That's the guidance we used to format that section of the static page.

[aliyahblackmore]

Closing the loop here:

• The product team will move forward with the opening sentences from their SMEs for right now (You recently submitted a Health Benefits Update Form (VA Form 10-10EZR) on VA.gov. We were unable to process your form due to a system error. We apologize for the inconvenience).
• The CAIA recommendation is documented in Figma and we'll revisit this email during the audit.
• I think once the product team gives us the okay, we can move this ticket to validate.

[aliyahblackmore]

Cross posting from Slack and this is ready to move to validate! (cc: @strelichl)

• All of the CAIA recs and updates are already in Figma. If needed, I'll circle back to you the in the future once CAIA begins an email audit.
• And I shared with the team that if they haven't seen this already, the last section of the design system guidance has a line re: review from VA Privacy Officer. And I let them know that if they have any specific questions about their VA Privacy Officer (i.e. who is it), they can reach out to the design system team.