[UX, PM] 10-10EZ - Notifications: Submission Failure email content review

[hdjustice]

Benefit to the Veteran

As a Veteran, I want to have clear messaging when my 10-10EZ application submission fails, so that I know what steps to take for a successful submission

Scope

Now that we have launched the 10-10EZ submission failure email notification through VA Notify (previously govDelivery), we can refine the content with our CAIA SME.

References

• Screenshot of email with VA Notify template
  • 
• Old email from govDelivery
  • 
• In-Progress Reminder email
  • 

Tasks

• [x] Review content of the Submission failure email with CAIA
• [x] Review with PM once finalized
  • Signoff in the comments is required prior to updating template

Acceptance Criteria

• The EZ Submission failure and Inprogress email content has been reviewed with CAIA

[jessicastump]

A Figma page setup with the screen captures provided for the old version, and the newer VA Notify ones are mocked up so CAIA (Aliyah) can adjust with any recommended changes.

[jessicastump]

cc @hdjustice status update, from Aliyah post weekly content sync:

I'm going to ask Lily what would be best for the EZ email. I'll confirm if you should open up an intake request by next week.

I was asking if we can have both the EZ and EZR emails go through the same CAIA ticket since they were so similar or if we needed two - the email is waiting for review/changes from Aliyah.

[jessicastump]

CAIA ticket link for the EZR one opened already - so it is easier to find :)

[hdjustice]

@jessicastump - can you add an estimate for this ticket? I don't think we need to review it together, but if you want to, that is ok too

[jessicastump]

@hdjustice - Pointed a 2 just because there is a CAIA intake request ticket along with it :)

• Link to request ticket

[jessicastump]

@hdjustice - CAIA is asking about previous reviews and I wanted to confirm history tracking -- for the in-progress email, I found this old ticket and it looks like the reviews were just different then...

• Increase conversion of saved-in-progress health care applications by sending a reminder email #23609
• Are there any other old tickets/links that could be helpful?

[hdjustice]

hi @jessicastump - For the In-progress email, the VA Notify ticket is #38707 and Allison with CAIA reviewed it. It was way back in March 2022, and things were a little different then.

The VA Notify team was working on their template dashboard but it was not fully up yet, so they managed the template and content, partnering with our team and CAIA (Allison in this case)

[jessicastump]

Here is the Figma link with content recommendations and screen capture below:

[jessicastump]

@hdjustice Noting this is almost the same as the EZR version that HEC approved, should we sent this one along too for them to review? Waiting to hear back on the in-progress version and if that needs a CAIA ticket or anything for next steps.

[hdjustice]

I would think it is ok, I can mention it tomorrow during HEC that they are similar in content and structure for consistency.

[jessicastump]

Updated screen capture for the submission failure email with draft updates from Aliyah on 10/10:

[hdjustice]

I am ok with this copy. Any concerns @jessicastump ?

[jessicastump]

No concerns as long as the HEC/E+E process stays as it is in the note

[jessicastump]

Updated drafts for both silent failure and in-progress emails per CAIA review. The subject lines have also been updated/provided per CAIA's guidance and work on VA Notify template that team is working on.

Subject for silent failure email: Action needed: We can't process your application for VA health care Subject for in-progress email: Reminder: You have a form in progress on VA.gov Guidance link: https://github.com/department-of-veterans-affairs/VA.gov-team-forms/blob/main/Design/patterns/Application%20status/VA-notify-email/all-form-names.md

Note: The CAIA ticket for the silent failure ticket is closed and the in-progress one is updated per note from Aliyah:

You all are one of the first teams CAIA is supporting on this specific email template. So this content will help our team build out the template in the future - this means that the template that rolls out in the future may have some slight changes. We'll let you all know if you'll need to make any adjustments at that time!

• Figma link

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[jessicastump]

Realized I forgot to tag you @hdjustice yesterday - CAIA review is done (again) and recommendations are above! :) Subject line recommendation updates are also included. There was a callout from CAIA that there is updated guidance in the works for confirmation form page content to call out the number and type of emails post-submission that a Veteran can expect, there may be changes needed for that in separate tickets/CAIA intake requests.

[hdjustice]

Yep, looked at it and in the process of finding the right way to contact a Privacy Officer. Thanks @jessicastump !

[hdjustice]

We can close this ticket. The content looks good and will be submitted shortly to the Privacy Officer for review (#96499 )