VAMC editor generative research

[mmiddaugh]

Description

As the Facilities team, we would like to understand pain points and unmet needs for VAMC PAO editors so that we can identify high value work in this area and inform our priorities.

VAMC Product folder

Given current staffing and competing priorities, how might we leverage existing feedback channels to identify and prioritize areas for future research?

• PAO editor user group
• Medallia feedback
• VHA DM
• Page level CSAT scores

Possible areas to explore

Assumed or previously expressed needs

• Granularity for facility level service information, which may include
  • Support for service modalities and/or community service delivery locations (i.e., home-based care/telehealth/mobile VA clinics/hematology/oncology alternative access sites ([CONSIDER] Discoverability for hematology/oncology alternative access sites  #16978)
  • Iteration on the inheritance of system level descriptions to allow facilities to more accurately reflect the specific details for the service at a given facility (Iterate on VAMC system-facility health service workflow #16905)
• Support for expanded facility types, such as
  • Mobile Clinics
    • Initiative - VAMC Mobile Clinic  #12923
    • Discovery
  • Community Living Centers
    • [EPIC] Domiciliaries and CLCs #12925
    • CLC Discovery Findings
  • Domiciliaries
    • [EPIC] Domiciliaries and CLCs #12925
    • Findings from Domiliciary Discovery
  • CRRCs
    • [CONSIDER] Community Referral and Resource Center (CRRC) pages #13753

Learning about unmet Veteran-facing needs

• Are there types of information which PAOs/VAMC editors want to add or need to communicate to the Veteran/beneficiary population they serve which they are currently unable to do?
• What system or facility information is currently very difficult for PAOs to add to their pages?
• What services or programs are needed?

Opportunities to improve the UX

• Dashboard (VAMC product dashboard #1447) or otherwise simplified flow for most commonly used/edited content

See also:

• Enhancements/optional features for VAMCs #16590

[aklausmeier]

@mmiddaugh and I met to review what we know and initial scope of research. We have a number of related enhancements in the backlog driven by known issues, assumptions and editor requests.

What we are looking to clarify with research is which enhancements or uncovered needs would bring the highest value to the editors and in turn to Veteran facing content on VAMC pages to help inform how the work is prioritized.

Ideas to begin initial research:

1. Review editor top tasks (CMS content list recently added/revised in prod)
2. Review CMS Help Desk reports and meet with CMS Help desk (Amanda can help coordinate)
3. Review Medallia feedback from Veterans, need to request report
4. PAO editor user group, this is meant to be for targeted async feedback, can review research plan once we narrow research scope with pointed follow up questions

Initial research outcome

What are the top pain points of VAMC editors that we could solve? In turn, providing high veteran impact.

@oddballpete @DavidPearlUX

[mmiddaugh]

VAMC product folder
VAMC research folder
VAMC analytics

[mmiddaugh]

Example pages

Type of page	Veteran-facing front end	Drupal UX
System level home page	Pittsburgh health care system	https://prod.cms.va.gov/pittsburgh-health-care
System level health services	Health services at Pittsburgh health care	https://prod.cms.va.gov/pittsburgh-health-care/health-services
Facility level home page	H. John Heinz III Department of Veterans Affairs Medical Center (a medical center within the Pittsburgh health care system)	https://prod.cms.va.gov/pittsburgh-health-care/locations/h-john-heinz-iii-department-of-veterans-affairs-medical-center

Other systems to explore (feel free to wander and view as you like...here are just a few representative examples)

Veteran-facing front end	Drupal link
Tampa health care	https://prod.cms.va.gov/tampa-health-care
Greater Los Angeles health care	https://prod.cms.va.gov/greater-los-angeles-health-care
Minneapolis health care	https://prod.cms.va.gov/minneapolis-health-care
Albany health care	https://prod.cms.va.gov/albany-health-care
Asheville health care	https://prod.cms.va.gov/asheville-health-care
Durham health care	https://prod.cms.va.gov/durham-health-care
Battle Creek	https://prod.cms.va.gov/battle-creek-health-care

[davidmpickett]

Moving this to blocked as this work has been handed to the IIR team.

[aklausmeier]

Met with IIR team. CMS help desk report has been pulled, synthesized with initial insights discovered. IIR will be following up with CMS UX designer and CMS help desk agent for additional insights next week.

[aklausmeier]

Update:

This ticket has become more of an epic with multiple research activities contributing to uncovering VAMC editor needs.

Over the past few months the IIR team, @DavidPearlUX, has assisted us in furthering this effort.

1. Drupal CMS Help Desk ticket review and synthesis and KB audit improvements - DONE
2. CMS Image Upload design improvements - DONE
3. CMS Image Upload design - usability testing - IN PROGRESS