[CAIA intake] Champva Form 10-10d

[baltes]

About your team

• Team name: IVC Forms
• OCTO-DE product owner: Premal Shah
• Product manager: Bo Altes
• Designer: Steven Straily
• Accessibility specialist: Rachael Penfil
• Content writer:
• Slack channel: #ivc-forms

CAIA Support Request

Describe what you need in a few sentences:

Our team will be digitizing existing forms for the CHAMPVA program, Foreign Medical Program, and Camp Lejeune Family Member Program. We would like CAIA's support in reviewing content changes or changes wtih accessbility impacts.

In addition, our team is newly formed and may need assistance navigating current processes in working with CAIA and others.

We expect to start our work with form 10-10d.

Examples

• We’re updating a form and want to confirm we’re doing it correctly.
• We’re launching a new online tool to VA.gov and need support with our user flows.
• We need to make sure the content we’re using in our tool is written in plain language and follows the style guide.

Which are you doing?

• Launching a new page, tool, form, or app
• Making changes to an existing page, tool, form, or app

Types of Support

What areas does your team need support in? Check all that apply.

Content

• Collaboration on content written by your team’s dedicated content writer
• Collaboration on content if your team does not have a dedicated content writer

Accessibility

• Accessibility review of wireframes and/or prototypes
• Accessibility issue (general request)
• Accessibility PDF review request
• Accessibility user research support (submit a separate, additional request)
• DST component or pattern
• Something else

IA

• User Flows
• Page placement
• URLs
• Breadcrumbs and Left Nav placement
• Redirects

Multilingual content

• Translating content

Timeframe

We guide and work alongside teams across nearly every OCTO digital product. We also work with partners across VA to lead content migration and manage all unauthenticated content on VA.gov. And we're always working to expand the VA.gov content style guide and our IA and accessibility documentation. We need to prioritize all intake requests based on our overall workload and VA and OCTO priorities.

Tell us about your product's timeline. And we'll work with you to meet timeline needs as best we can.

Have you worked with CAIA before?

• Yes
• No

What's your team’s next step and its timing?

• Our next step is ....design intent
• Provide date if available: 1/9/2024

Timing for your next step:

• Next week
• This month
• Next month
• This quarter
• Next quarter
• 6 months
• 1 year

Is this timing related to a specific event or Congressionally mandated deadline?

• Yes
• No

If you're conducting research, when is that starting?

Provide date if available: xx/xx/xxxx

• Next week
• This month
• Next month
• This quarter
• Next quarter
• 6 months
• 1 year

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

• Yes
• No

Note: If you checked yes, we’ll reach out to discuss details about the content in the react widget (we use these widgets to display entry points for new products to a certain percentage of users who visit our static pages).

When do you expect to launch your product to 100% of users?

Please provide an estimated date so our team can create other relevant tickets.

• We expect to launch our product to 100% of users on: xx/xx/xxxx

Collaboration Cycle

Will this work be going through the Collaboration Cycle?

• Yes
• No

If no ...

• Skip to the supporting artifacts section, below.

If yes ...

Please provide the link to your Collaboration Cycle ticket:

• Ticket (number): 70913
• Collab. Cycle Ticket Opened (date): 11/30/23

Please check all of the phases in the Collaboration Cycle you have completed:

• Design Intent
• Midpoint Review
• Staging

For planning purposes, please check all of the phases in the Collaboration Cycle you feel you might need CAIA support and guidance:

Design Intent

• Accessibility
• Content
• IA
• Translation
• Already completed, no assistance needed
• Unknown at this time

Midpoint

• Accessibility
• Content
• IA
• Translation
• Already completed, no assistance needed
• Unknown at this time

Staging

• Accessibility
• Content
• IA
• Translation
• Already completed, no assistance needed
• Unknown at this time

Supporting artifacts

Please provide links to supporting artifacts as available.

• Product outline: https://github.com/department-of-veterans-affairs/va.gov-team/blob/master/products/health-care/champva/1010D/product-outline.md
• User flows: https://www.figma.com/file/aDA1zJmVYRH8eDC776B4KR/Sharable-User-Flow-10-10d?type=whiteboard&node-id=0-1
• Prototype or mockups: https://www.figma.com/file/LWfLUckNkxEz3fxXsxde93/10-10d---%5BDoc-Uploads%5D-Updates?type=design&node-id=47-259488&mode=design&t=S7qTCcXIVGkt892H-0
• If this is in Sketch, which version or specific page should we focus on?
• Content source of truth: https://github.com/department-of-veterans-affairs/va.gov-team/blob/master/products/health-care/champva/1010D/sourceoftruth_with_stories.md
• Research plan:
• Any epics/issues that may be helpful:
• Link to testing accounts (please do not paste them in this ticket):

Additional Support: Collaborative Sessions

Have you already worked with someone from OCTO leadership?

• Danielle
• Beth
• Mikki
• Martha

How do you plan to work with us on this request?

• I’ll take this to Beth or Danielle’s office hours.
• I’d like to schedule time to talk about this.
• Let’s work async and meet as needed.
• Schedule a kick-off call with your team and CAIA for your project (Recommended)

Accessibility Help in Slack

The #accessibility-help channel in the DSVA Slack, is also available to you as a resource. Everyone is welcome to ask questions or get help from our a11y (accessibility) specialists. Tag @Terry Nichols to get a11y help asap.

Next steps

Once you’ve submitted this ticket, please post a link to this issue in the #sitewide-content-ia Slack channel and tag @Terry Nichols.

• If you also need engineering support from the Public Websites team, fill out their intake request form.

• If you need a page/URL redirected, a URL changed or a vanity URL set up, please submit a Redirect, URL change, or vanity URL request

• If you are creating an experimental design, please also contact the DST.

kickoff recording

Recording Link
Passcode: cF%j^7ZJ

Tasks

CAIA Ops

Preview Give feedback

1. Set up Kick Off Meeting - Terry/Lily
2. Add link to kick off recording -
3. 11/30/2023 - Create Shared Canvas and Share Link Shared Canvas Link c/o Laura

A11y Tasks

Preview Give feedback

1. [CAIA A11y Research] IVC Forms Team - Form 10-10d - Pending timeframe and form submision from VFS Team 1/25/2024 Kristin and Lily had a meeting with the team and confirmed research will be done.

VFS Team IVC Forms Team Task List

Preview Give feedback

1. Your intake ticket for CAIA mentions potential research. If you are requesting a11y support for user research, please complete this form, next.
2. Review and contribute to the shared Canvas
3. Share link for wireframe/prototype review with CAIA A11ys

IA tasks

Preview Give feedback

1. IA Tracker - 1010d CHAMPVA form #70965
   2 of 2
   sitewide CAIA sitewide IA +2
   

Content tasks

Preview Give feedback

1. Content collaboration on 10-10D form #74469
   sitewide CAIA sitewide content +2
   
2. Static page updates for CHAMPVA 10-10d form #74831
   sitewide CAIA sitewide content +2
   

[laurwill]

Hello IVC forms team! Sharing a Word doc here with the draft content for our planned new CHAMPVA FAQ page. This has not gone through SME review yet, but might be helpful in terms of aligning word choice, etc, in the form content. And also a reminder that updates to this content will happen in our working document on Sharepoint — I'm only uploading the doc here so that people on your team who aren't fully onboarded can access. Let me know if you have any questions about the draft!

RS13 - CHAMPVA Q&As_Draft.docx

[kristinoletmuskat]

Adding the link to the team's mural here: https://app.mural.co/t/departmentofveteransaffairs9999/m/departmentofveteransaffairs9999/1699626384950/0c08ecfa00d0c8010851902152ad5d8b4d9b84e5?sender=ua67f17f1c416a96ea04d2476

[laurwill]

And adding a link to a Slack canvas where we collected answers to some of your initial questions about eligibility flows, including related forms, uploading supporting docs, and a couple others we had thoughts on.

[laurwill]

Hi @baltes @StevenStraily , checking in on your progress here — do you have working form designs in Figma or elsewhere that we can look at for our more detailed collaboration with you? If you could link any additional files in the artifacts section of this ticket, that would be great! (So far we just have the outline and user flows here.) Thank you!

cc @DanielleThierryUSDSVA

[baltes]

@syd-hoeper Can we link our prototype WIP here for reference?

I believe that our content source of truth is also in the works but I don't know that we have that ready to share yet.

cc @StevenStraily @laurwill @DanielleThierryUSDSVA @jamiefiore @dhill802

[syd-hoeper]

Here is the user flow, wireframes, and prototype WIP: https://www.figma.com/file/Rnq4uKAlSUnVPD31fViTcj/10-10d-Prototype?type=design&node-id=79%3A19350&mode=design&t=HyiGSeKBKgASucco-1

[DanielleThierryUSDSVA]

Hi @baltes @syd-hoeper and team. Thanks so much for sharing the prototype. Just dropping in to encourage you to also share the content source of truth doc here as you're working on it. CAIA is set up to have content experts collaborating with and guiding teams as they create content rather than coming in at the end for a review. Thanks!

[syd-hoeper]

Tagging @jamiefiore and @rachaelpenfil to check out the comment above. Sounds like we could have someone come in and help us before the official pass-off

[kristinoletmuskat]

Dropping the IA spec doc in here: https://github.com/department-of-veterans-affairs/va.gov-team/blob/master/products/information-architecture/ia-design-docs/champva-online-form.md

This is the IA source of truth, so pls link to it from your team's github! I will keep this updated as the project progresses, and our team will use this to implement entry points, crosslinks, redirects, etc later on.

@strelichl @megzehn this is a draft and we're 2+ months out from publishing anything, but tagging ya'll because that's the process! Not sure if we want to adjust our process for super early docs like this.

[aliyahblackmore]

Hi folks cc @jamiefiore // @syd-hoeper

Here's a link to the SharePoint document with our content review and feedback on the content source of truth document. You'll need to be on the VA network to review this.

https://dvagov-my.sharepoint.com/:w:/g/personal/aliyah_blackmore_va_gov/EaLFWLGGHZ5Iltk5cHNn2q4BNxkN82dpx7qT0HSkF7gVFw

And here's an exported word doc version, just in case you all have any issues with accessing the SharePoint link.

1010D Form Content Review_Jan 29_Word version (Feb 9).docx

A few notes:

• As Jamie and I chatted and confirmed earlier this week and last week - this is a SharePoint document that includes a content review of the most recent GitHub source of truth document.
• Since you all are still doing some work in these new design files in Figma (Steven linked to these yesterday afternoon), once you all confirm those designs are ready, we can take a look at any new content (i.e. upload screens, address screens, etc.) after midpoint.
• We used tracked changes to make adjustments and the outstanding SME and product team questions are in the document.
• Re: the address screens in the content source of truth document and in Figma, let's plan to talk more about this after midpoint, but before you all go to testing. This is a really interesting approach and we'd like to connect with the homelessness office about this approach. Here are some questions.

---

Address resources

• If you are going to include language speaking to homeless Veterans, suggest modeling on the info alert on our housing hub page.
• In most of the scenarios for CHAMPVA eligibility, the Veteran sponsor is deceased. So only a smaller fraction of users of this form could themselves be homeless Veterans. We noticed this post in a related GH ticket — the pre-need burials team chose not to pursue testing for a homelessness-related issue because their form hadn’t received applications from people experiencing homelessness (that they’re aware of). Do you have data on the number of homeless Veterans who have applied for CHAMPVA (or who would be eligible or have eligible family members)?

The idea of using General Delivery is very interesting, here’s a few questions we had:

• We’d want to be very sure VA accepts General Delivery, and that homeless Veterans can use this both to submit an online form and to receive any mailed communications about their benefits.
• From USPS page: "Postmasters may restrict the use of General Delivery if a customer: Cannot present suitable identification." Do we know that folks we're sending to this option have "suitable identification"?
• If we’re not sure this option will work for everyone, could frame it in this way: “You may want to consider using General Delivery. There are some restrictions you'll need to know about. [details about the restrictions]"

FYSA @laurwill

[coforma-jamie]

Accessibility update: @rachaelpenfil is handling the design review work for this team. They're anticipating wanting some research support in April, and will put in a research request ticket (and link to this intake ticket!) when they have a better idea of when testing will be. (Slack thread)

[laurwill]

Hi @coforma-jamie @syd-hoeper ,

Thanks for sharing the post-testing updates to the 1010d! I left you a bunch of smaller screen-specific comments in the Figma, but wanted to gather some larger questions and items here. Happy to sync about these!

Content questions on post-testing Figma screens

• Remarriage before vs. after 55 — we chatted about this one in slack, just documenting here that we need to confirm the before/after question with SMEs before going to staging, and make any changes needed to those screens
• Homelessness content — the designs still suggest using General Delivery if you don't have a mailing address and providing someone else's phone number if you don't have a phone number. Is that in staging? It's not on all phone/address screens, but it is on most.
  - Aliyah made some suggestions in this ticket about how to adjust this content if you're going to include it, and we'd want to adjust language if you are, but I think we also had larger questions about this approach.
  - Have you all gotten any input from the homelessness office at VA? And we didn't test with Veterans experiencing homelessness, right? If we haven't gotten feedback from homelessness SMEs or homeless Veterans on this content, I think we'd want to stick very close to approved language about homelessness that's live on the site.
  - Are we sure that General Delivery will work for Veterans experiencing homelessness? I wonder if there's a chance they won't be able to collect their mail from the post office (no ID, etc).
  - I also wonder if telling people to give us someone else's phone number might be a privacy and security concern, since we're not also asking for permission to share PII with the person whose number they're listing.
• Third-party signer info — (Apologies if I'm rehashing old decisions here.) It looks like the form is telling people that we require certain forms in order to accept this form on behalf of someone else. But then we don't provide a way for people to upload those forms as supporting docs.
  - One of the 3 forms has recently been digitized, so we can link to the online version. I put the link in a comment.
  - The other 2 are pdf only, and we would need to tell them which mailing address to use since the pdfs provide 4 different addresses.
  - Have you gotten any more info from SMEs about how third-party signer authorization works, or how people should submit these forms for CHAMPVA purposes?
• Repetitive content about uploads - I think we had some open questions going into user testing about how the form repeats both the upload screens themselves (midflow and at the end) and info related to uploads like the "Depending on your answers, you may need additional supporting docs" and "If you don't want to upload now, you can upload at the end" etc.
  • Did you have any research findings related to info overload or confusion around the volume and repetition of supporting documents content?
  • I wondered in this most recent pass if we could move some of these repetitive notes into a single screen at the beginning of the Applicant info section where the uploads start. Maybe on the Now we'll ask some questions about the applicant screen? Like:
    - Depending on your answers, we may also ask you to upload one or more supporting documents. Here's what to know:
    - We'll tell you if each document is required or optional. We can't process your application until we receive all required documents. Optional documents can help us process your application faster.
    - You can upload the documents one at a time as you fill out the form, or all at once at the end.
    - If you don't have the documents ready to upload now, you can send them by mail or fax after you submit your form.
• Clarity around optional docs — I saw that you found at least some confusion in testing about all the optional supporting documents the form asks for. Is that something you plan to revisit in post-launch updates?

And last but not least, here are links to all the draft pages related to CHAMPVA forms that we're getting ready to share with SMEs. Let me know if you have trouble accessing any of these. We'll of course share any feedback we get with you all, and please let me know if you see anything that contradicts what you've been learning from SMEs.

• CHAMPVA Benefits | Veterans Affairs
• Getting Care Through CHAMPVA | Veterans Affairs
• How To File A CHAMPVA Claim | Veterans Affairs

[laurwill]

And now tagging the correct Jamie for my previous comment, @jamiefiore — sorry about that!

[syd-hoeper]

Hey @laurwill, thanks for your feedback here! So:

• Remarriage before vs. after 55 -- We're exploring some options here and we'll keep you updated on this front
• Homelessness content -- On the 59a (CHAMPVA Claims) form, we had discussed just removing the "If you don't have an address" and "If you don't have a phone number" to not provide any incorrect information, so we had planned to apply that update to 10-10d as well
• Third party signer -- In the same vein as the Homelessness content, we decided on 59a to just remove this accordion completely to prevent providing any incorrect information and will apply this update to 10-10d
• Repetitive content about uploads -- We do plan to keep this as is, since we had positive reactions from users during testing
• Clarity around optional docs -- We recognize this as an issue and have decided to address it post-launch. We will rope you all back in once we revisit this topic
  (cc @pshahVA @LoisLewisUSDS @baltes )

[aliyahblackmore]

Update here on the confirmation screen and email review:

Content adjustments/recommendations for the 1010D are in Figma.
🔗1010D link

[laurwill]

Hi @baltes @marywang2 , dropping content for the 10-10d react widget here. We can plan to get on a call with your engineers to live copyedit this content once it's in the widget, as we did for FMP registration form.

"On" side of widget

Screenshot

Content
Note: Don't include the "How to apply" H2

You can apply online, by mail, or by fax. Make sure to submit the required supporting documents with your application.

Find out what supporting documents you need

[H3] Option 1: Online
You can apply online now.
[Primary action link] Apply for CHAMPVA online

[H3] Option 2: By mail
You’ll need to fill out an Application for CHAMPVA Benefits (VA Form 10-10d).
[Regular text link] Get VA Form 10-10d to download

Mail your completed application and supporting documents to this address:

[address block component] VHA Office of Community Care
CHAMPVA Eligibility
PO Box 469028
Denver, CO 80246-9028

[H3] Option 3: By fax
You’ll need to fill out an Application for CHAMPVA Benefits (VA Form 10-10d).
[Regular text link]Get VA Form 10-10d to download

Fax your completed application and supporting documents to 303-331-7809.

"Off" side of widget

Screenshot

Content
Note: Don't include the "How to apply" H2.

You can apply by mail or by fax. You’ll need to fill out an Application for CHAMPVA Benefits (VA Form 10-10d).

[Primary action link] Get VA Form 10-10d to download

Make sure to submit the required supporting documents with your application.
[Regular text link] Find out what supporting documents you need

[H3] Option 1: By mail
Mail your completed application and supporting documents to this address:

[address block component] VHA Office of Community Care
CHAMPVA Eligibility
PO Box 469028
Denver, CO 80246-9028

[H3] Option 2: By fax
Fax your completed application and supporting documents to 303-331-7809.

[aliyahblackmore]

Cross posting updates from 11/8 and 11/12 Slack thread with @jamiefiore and Rachel:

Chatted with the designers and engineer on Tuesday and the "prefill from signer section" flow will remain as it is and they'll implement an alert on the Review screen for applicants applying for themselves who have mismatched information in the Signer and Applicant section. I added the alert content using a comment. 🔗Figma link

And I tracked some comments based on the 11/15 static page SME feedback

• Change to the form intro page intro sentences based on SME feedback - you all can confirm with your SMEs if that'll need to happen before incremental launch.
• Change to the address in the form - see Slack thread for more details.

Some other updates:

• Relationship to applicant and signer screen- I tracked some updates directly on the screen and there's a comment with the hint text content (I wasn't able to adjust the screen without other components moving around) - 🔗Link
• And I made some other small adjustments to re-track previous content recs on the signer screens - removed the body text on the "Your name" screen and adjusted body text on the address and contact info screens - 🔗Link
• On the Applicant screen - I added the content adjustments for the info alert - 🔗Link
• And the sentence that starts with "Enter your information..." isn't something CAIA reviewed previously. - since that screen shows to anyone using the form, I added a content recommendation to help clarify who should enter their info there and also removed "want to enroll" so that you all avoid implying that the application means they're automatically enrolled in CHAMPVA health insurance. But if that sentence went through staging review without any must/should content flags or issues and is okay with SMEs, then that's something we can revisit post MVP - 🔗 Link

And a few general flags across some other screens on the form

• It seems like you all are still using the dynamic "your/the applicant's" across the form, but it isn't in the brackets on some screens. I did change "you" to "this" in the first few sections of the applicant screen - but just flagging that you all should make sure the brackets are consistent throughout, where applicable.
• You all may need to make updates to the list and loop/destructive screens in the future post-MVP iteration of this form. For now, I added a content rec for the "Remove" destructive modal just to align that with the more recent modal language. When you all make your post MVP updates, we can revisit this. - 🔗Link
• I noticed that there aren't any auxiliary screens if someone decides to delete their uploaded file in the form - if that exists elsewhere or is in staging - I added a screen capture of language you all can use for the destructive screen. -:link: Link
• On the Applicant section prefill auxiliary screens - I added a note that if it's feasible for MVP, you all can still consider adding content in the alert that let's the applicant know that they can go back to their signer screen and update their information there as well (doesn't require a link, just an instruction to go back). If they overlook that content in the information alert, they'll still see the alert on the review screen. And I also added a design/engineering consideration about requiring the info to match before they submit 🔗Figma link
• On the auxiliary review screens at the end, there were some previous content updates/recommendations missing. I re-tracked those things using comments and added a question 🔗 Figma link

(fysa @laurwill)