[CAIA Intake] Debt Resolution: Digital Dispute Form

[mgleo]

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: Digital Dispute Form
• Team name: Debt Resolution
• OCTO product owner: Denise Coveyduc
• Product manager: Tom Davis
• Designer(s): Megan Gayle, Joseph Lee
• Slack channel: #debt-resolution
• Dedicated content writer on your team (if you have one):
• Dedicated a11y specialist on your team (if you have one):

CAIA specialists involved

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.

• [x] Digitizing a new form
• [x] Creating a new digital tool
• [ ] Updating an existing form or tool
• [ ] Translating a form or tool into Spanish
• [x] Adding new unauthenticated content to VA.gov
• [ ] Updating existing unauthenticated content on VA.gov
• [ ] Something else:

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

If a Veteran has a VA debt that they would like to dispute there is currently no formalized process for them to follow. Disputes can currently be submitted in a variety of formats (verbal, written, etc.) and the information required is not clearly defined. This experience can be confusing for Veterans and inefficient as additional information may need to be collected from the Veteran for the VA to process the dispute effectively. We will be launching the form for VBA only for this initial launch but it will eventually include both VBA and VHA debt

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.

• Product outline
• Epic with timeline
• User flow
• Mockups (VBA- initial launch)
• Mockups (VBA and VHA- will be launched in the future)

Collaboration timeframe

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
• [x] No
• [ ] I’m not sure
• Planning on launching to 5% on Dec 9, 2024 (VBA only)

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.

Userflow and Mock ups are complete. Prototype is being worked on. Planning on launching to 5% on Dec 9, 2024 (VBA only)

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

• [x] Yes

• [ ] 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?
• (VBA only):

Launch 5% | Dec 9, 2024 Launch 100% | Dec 12, 2024

• What is the name of your engineer who will build the React widget?
• Andrew Rodiek

Collaboration cycle

Which phases of the collaboration cycle have you completed?

Select all that apply.

• [x] Design intent
• [ ] Midpoint review
• [ ] Staging
• [ ] 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:

• Collaboration Cycle for Debt Resolution - Digital Debt Dispute #95575

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
• [x] If you are requesting content support, please share your content source of truth (preferably as a SharePoint document). Mock ups
• [ ] Please don't close this intake when work is complete - CAIA will close and track

[mgleo]

cc @denisecoveyduc @Tom-Davis @dhill802

[mgleo]

Hi @kristinoletmuskat, here is the CAIA intake ticket that @josephrlee spoke to you about. We are looking for assistance on URL names.