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

[allison0034]

Next Steps for the VFS team

• [x] Assign this ticket to the team member(s) responsible for addressing feedback provided by Platform.
• [ ] Comment on this ticket:
  • If the Platform reviewer has any Thoughts/Questions that require responses.
  • When Must feedback has been incorporated. As appropriate, link to any other GitHub issues or PRs related to this feedback.
  • When Should/Consider feedback has been incorporated, or if any feedback will not be addressed. As appropriate, link to any other GitHub issues or PRs related to this feedback.
• [ ] Questions? For the most timely response, comment on Slack in your team channel tagging @platform-governance-team-members.
• [ ] Close the ticket when all feedback has been addressed.

Thoughts/questions

• Listen to the recording for all of Matt Dingee's feedback.
• Matt Dingee: You are free to use the eyebrow. We may have an interstitial form review page on claims. It makes sense to me that you want this and to pause folks.
• 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.

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).

• [x] 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.
• [ ] 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.
• [x] Must: We have not seen icons in the tags. Look at other teams and see what they are using for icons with statuses. Claims and appointments have some good examples. Try to align so we can be consistent.
• [x] Matt Dingee: Test out the "Add an event" button. Be sure to listen to Brian's accessibility feedback.

Governance team actions

• [x] Format feedback as individual tasks (check boxes)
• [x] Assign this ticket to the VFS team member that opened the Slack request
• [x] Add the VFS team product label
• [x] Add the VFS team the feature label (if applicable)
• [x] Add the touchpoint labels
• [x] Add the practice area labels
• [x] Add the Collaboration Cycle initiative milestone

[jinaryu]

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

[jinaryu]

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]

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]

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.