Determine Drupal and FE text for all Service Options

[davidmpickett]

User Story or Problem Statement

This needs a lot more refinement, but basically we need to decide on the precise wording for all Service Option scenarios and confirm that they are working as intended

Pulling this example from #17566

• If an editor selects Yes, on a first-come, first-served basis for Virtual support, a corresponding message should be displayed.
• @thejordanwood looks like the intention was Phone icon + "Call at your convenience"?

Tugboat FE and Drupal

Design in Figma

Description or Additional Context

Steps for Implementation

Acceptance Criteria

• Wording recommendations are documented
• Wording recommendations are approved by Product and Design
• Follow up Drupal and FE tickets are drafted

[eselkin]

Was there some difference between VAMC and VBA? I'm sure I saw the calendar icon and the wording somewhere. Maybe an earlier design?

[thejordanwood]

@davidmpickett I think there's been a mix up between all of the revisions we went through for this. Laura recommended that the wording we show in Drupal should be the same wording we show on the FE and I agree. Since the wording doesn't specifically say "phone" or "video call" anywhere, then I suggest we just use the calendar icon for virtual support.

Here's my suggested wording to align FE with Drupal:

Note: The building icon is different than previous designs. I think this will be a later update, but the older icon isn't available to me in Figma anymore.

[davidmpickett]

Dredging up some historical context

August 2023

• Original content recommendations were documented in Sharepoint. Here's a static copy of the relevant portion: VBA Service Delivery Options.xlsx

  • 🏢 Visit our office by appointment only
  • 🏢 Visit our office, no appointment needed
  • 🏢 Visit our office, with or without an appointment
  • 📞 Schedule a virtual appointment
  • 📞 Call us at your convenience
  • 📞 Get help over the phone, with or without an appointment

• The Prototype for usability testing included the following variants

  • 🏢 Visit our office, by appointment only
  • 🏢 Visit our office, no appointment necessary
  • 🏢 Visit our office, with or without an appointment
  • 🗓️ Schedule a virtual appointment
  • 📞 Call at your convenience
  • [Virtual service, with or without appointment wasn't included in prototype]

October 2023

• Usability research findings found "Veterans were able to determine the appointment options, with some variation depending on the task."
• Initial Drupal interface design is a confusing checkbox interface without a clear 1:1 mapping to front end
  

November 2023

• Drupal interface updated to have a clearer 1:1 mapping
  

March 2024 - Current state in tugboat

Drupal selection	FE VBA	FE VAMC facility	FE VAMC top task
Office visits - NULL	[No display]	[No display	[No display]
Office visits - No	[No display]	[No display]	[No display]
Office visits - Yes, by appointment only	🏢 Visit our office, by appointment only	🏢 Visit our office, by appointment only	[No display]
Office visits - Yes, on a first-come, first-served basis	🏢 Visit our office, first come, first served	🏢 Visit our office, first come, first served	[No display]
Office visits - Yes, with or without an appointment	🏢 Visit our office, with or without an appointment	🏢 Visit our office, with or without an appointment	[No display]
Virtual support - NULL	[No display]	[No display]	[No display]
Virtual support - No	[No display]	[No display]	[No display]
Virtual support - Yes, by appointment only	🗓️ Schedule a virtual appointment	🗓️ Schedule a virtual appointment	[No display]
Virtual support - Yes, on a first-come, first-served basis	🗓️ Schedule a virtual appointment	🗓️ Schedule a virtual appointment	[No display]
Virtual support - Yes, with or without an appointment	🗓️ Schedule a virtual appointment	🗓️ Schedule a virtual appointment	[No display]

[davidmpickett]

Desired state for launch - Office Visits

Drupal selection	FE VBA	FE VAMC facility	FE VAMC top task	Change explanation
Office visits - NULL	[No display]	[No display	[No display]	No change
Office visits - No	[No display]	[No display]	[No display]	No change
Office visits - Yes, by appointment only	🏢 Visit our office, by appointment only	🏢 Visit our office, by appointment only	[No display]	No change
Office visits - Yes, on a first-come, first-served basis no appointment necessary	🏢 Visit our office, first come, first served no appointment necessary	🏢 Visit our office, first come, first served no appointment necessary	[No display]	This is the wording we used in the prototype for usability testing. It has been validated with users. The "first come, first served" language was never intended for FE display.
Office visits - Yes, with or without an appointment	🏢 Visit our office, with or without an appointment	🏢 Visit our office, with or without an appointment	[No display]	No change

Desired state for launch - Virtual Support

Drupal selection	FE VBA	FE VAMC facility	FE VAMC top task	Change explanation
Virtual support - NULL	[No display]	[No display]	[No display]	No change
Virtual support - No	[No display]	[No display]	[No display]	No change
Virtual support - Yes, by appointment only	🗓️ Schedule a virtual appointment	🗓️ Schedule a virtual appointment	[No display]	No change
Virtual support - Yes, on a first-come, first-served basis Veterans can call at their convenience	🗓️ Schedule a virtual appointment 📞 Call at your convenience	🗓️ Schedule a virtual appointment 📞 Call at your convenience	[No display]	This icon and wording is what we validated with users during testing.
Virtual support - Yes, with or without an appointment Veterans can call at their convenience or schedule a virtual appointment	📞 Call at your convenience 🗓️ Schedule a virtual appointment	📞 Call at your convenience 🗓️ Schedule a virtual appointment	[No display]	This scenario was not included in prototype, so never got official wording & design. I propose that rather than trying to condense the Call at your Convenience and Virtual appointment lines into one combined message, we simply show both icons and wording in this scenario.

[jilladams]

@davidmpickett noting: new tickets go to the Icebox. pulling this over to UX refinement column on assumption that's correct since it's listed as launch blocking in the launch plan.

[mmiddaugh]

@davidmpickett
suggestions for wordsmithing consideration: rather than "Telehealth appointments available for some services"

• "Telehealth appointments may be available"
• "Virtual visit" rather than "Telehealth"?

[jilladams]

From UX sync:

• Pulled into sprint 1
• Needs ACs
• Dave is going to try to finish this week, so we can cut Drupal / FE tickets to refine & pull into next sprint.

[davidmpickett]

Shared in slack for Product and Design review

[mmiddaugh]

I agree with the following proposals

• The Drupal wording should match the FE wording for Editor usability
• We do not need to change the Drupal interface for Virtual Support from radio buttons to check boxes
• We do not need to show these options for VAMC top task pages (neither in Drupal nor to Veterans).

"Virtual support - Yes, by appointment only"

• I'm concerned about "Schedule a virtual visit" as the recommended FE display
  • it does not align with the Drupal text
  • it doesn't convey that an appointment is necessary, only that it is possible to schedule a virtual visit
  • it reads like a call to action and I have no knowledge of any method for Veterans to schedule a virtual visit for VA health online
    -> Suggest FE wording that aligns with both the Drupal UX and the proposed Office Visit FE display, such as "Virtual visits, by appointment only"

I'm concerned about the options for VAMC Virtual visits

• I appreciate the point about Veteran testing but the options are a miss from the business perspective.
• PAOs need an option that accurately represents the reality that virtual visits may be available (based on the type of care needed or the provider's participation with telehealth). Otherwise they will be forced to make a decision on how to represent the availability of virtual services without an option that is accurate.
  -> Suggest adding an option to indicate virtual support might be available and make it available to both VAMC and VBA editors. It should be displayed on the FE accordingly, i.e., "Virtual visits may be available. Please call us to learn more."

"Virtual support - Yes, with or without an appointment"

• As far as I know, we don't actually have a documented use case for this scenario
• It wasn't part of the prototype so hasn't been tested with Veterans
• There may be valid use cases for this option which we haven't yet encountered but I'm reluctant to include an option which might be needed, especially while ignoring an option with an established need.
  -> Suggest removing this option

We certainly could come back and fix this later but if possible, I'd prefer we address these disconnects as quickly and simply as we can now before editors begin adding data that we have to unwind later.

[davidmpickett]

Updated draft

Desired state for launch - Office Visits

Drupal selection	FE VBA	FE VAMC facility	FE VAMC top task	Change explanation
Office visits - NULL	[No display]	[No display	[No display]	No change
Office visits - No	[No display]	[No display]	[No display]	No change
Office visits - Yes, by appointment only	🏢 Visit our office, by appointment only	🏢 Visit our office, by appointment only	[No display]	No change
Office visits - Yes, on a first-come, first-served basis no appointment necessary	🏢 Visit our office, first come, first served no appointment necessary	🏢 Visit our office, first come, first served no appointment necessary	[No display]	This is the wording we used in the prototype for usability testing. It has been validated with users. The "first come, first served" language was never intended for FE display.
Office visits - Yes, with or without an appointment	🏢 Visit our office, with or without an appointment	🏢 Visit our office, with or without an appointment	[No display]	No change

Desired state for launch - Virtual Support

Drupal selection	FE VBA	FE VAMC facility	FE VAMC top task	Change explanation
Virtual support - NULL	[No display]	[No display]	[No display]	No change
Virtual support - No	[No display]	[No display]	[No display]	No change
Virtual support - Yes, by appointment only	🗓️ Schedule a virtual appointment Virtual visits by appointment only	🗓️ Schedule a virtual appointment Virtual visits by appointment only	[No display]	More clearly indicating that appointments are required for virtual visits.
Virtual support - Yes, on a first-come, first-served basis Veterans can call at their convenience	🗓️ Schedule a virtual appointment 📞 Call at your convenience	🗓️ Schedule a virtual appointment 📞 Call at your convenience	[No display]	This icon and wording is what we validated with users during testing.
Virtual support - Virtual visits may be available	🗓️ Virtual visits may be available	🗓️ Virtual visits may be available	[No display]	Add this option to allow for partial availability
Virtual support - Yes, with or without an appointment	🗓️ Schedule a virtual appointment	🗓️ Schedule a virtual appointment	[No display]	Remove this option - no use cases

[davidmpickett]

I've stubbed the two follow up tickets. Won't be able to finish refiing until we have final decisions here, but I think we're getting a decent sense of the size.

• Update Drupal interface for Service Options to match new guidance #17843
• Update FE for Service Options to match new guidance #17844
  cc @jilladams

[davidmpickett]

@thejordanwood and @mmiddaugh have signed off on the updated proposal. Last step is getting @aklausmeier's sign off when she's back in the office tomorrow.

[davidmpickett]

Approved in slack