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Midpoint Review - Design Feedback - Disability Benefits Experience Team 2, Disability Comp Application (21-526 EZ), Updated 0781 Flow #94340

Open allison0034 opened 1 month ago

allison0034 commented 1 month ago

Next Steps for the VFS team

Thoughts/questions

Feedback

Practice areas will document their feedback on the VFS-provided artifacts following the Must, Should, and Consider Framework. Platform Governance reviewers may also provide additional notes that don’t comment on the artifacts themselves but are important for implementation (eg. engineering/coding notes).

Governance team actions

jinaryu commented 3 weeks ago

Got approval from Allison to use the following icons for cards (slack thread) Image

jinaryu commented 3 weeks ago

Must: Fill out an experimental design ticket for the form within a form flow. We have a few forms that do this and it would be nice to establish a pattern. @rubensun will be filling out the experimental design ticket for the form within a form pattern

jinaryu commented 3 weeks ago

Must: I know there is a lot of content in this form already but it is unclear why a user should fill out this form or if there is a negative consequence if they do not. Work with CAIA/content on making that clear to the user. Also, what happens if they opt out and submit the 526 without the 0781? Will they need to fill it out later? Consider putting something on the confirmation page giving them information around that.

Decisions and rationale

Opt out Action We’ve decided to retain the opt-out language to better communicate the intent of the action. We’ve moved the opt-out option to the choice page to provide context and facilitate the decision to opt out.

Claim Card and Additional Info We’ve removed the “not started” label for the claim card, and display the opt-out action only after the claimant has started the section.

Partial Submission In place of our current approach requiring the claimant to step through all of the sub-form prior to submission, we will allow folks to to submit this section partially completed.

Errors and Alerts We’ve reduced the number of times we’re throwing up alert modals to reduce the possibility of distressing the claimant

  • We will display an in-page error alert when the claimant attempts to continue from the additional info page without starting the 0781 sub-section
  • We will display a modal when the cliamant attempts to submit an in-complete 0781 (at review and submit)
  • We will not restrict traversing between additional information and supporting evidence if the user has already “started” the 0781 — we assume that they intend to move between form sections at their own pace
rubensun commented 3 weeks ago

I realize the 0781 is a different paper form and is conditional based on the mental health question, however I hate that it is so separate. Mental illness should really not be treated different than physical. I would encourage you to try to make this form flow as seamless as possible and have some conversations around the way mental illness is being treated.

Rationale

During shadowing research, we received feedback that the transition to the section devoted to questions relating to mental health conditions was jarring. To address this feedback, we've encapsulated the narrative portion of the 0781 form in its own section and prefaced it with clear instruction and links to mental health-related resources.

The other aspects of the 0781 relating to evidence submission have been incorporated with evidence submission for the 526 more broadly.

rubensun commented 2 weeks ago

We have an experimental ticket in draft. We'll submit it as we wrap annotations for this set of updates. Stay tuned!