VA Submission Copy: Improving Homelessness Question Display

Introduction

In the realm of digital form optimization, a critical aspect often overlooked is the clarity and context of submitted information. For veterans utilizing the Department of Veterans Affairs (VA) services, the accuracy and comprehensibility of their submitted data are paramount. This article delves into a specific issue identified within the VA's submission process, focusing on the display of homelessness-related questions and responses. Specifically, we will address the challenge of presenting contact information for individuals or places provided by veterans in the context of their housing situation. The goal is to enhance the clarity and utility of this information for VA staff and the veterans themselves. By examining the current display format and proposing improvements, we aim to ensure that crucial details are readily accessible and easily understood, ultimately contributing to more effective support for veterans experiencing or at risk of homelessness. This enhancement aligns with the broader objective of improving digital services for veterans, making them more user-friendly and responsive to their needs. We will explore the problem's background, propose specific solutions, and outline the steps necessary for implementation, ensuring that the final result meets the highest standards of clarity and accessibility.

Problem Statement: Lack of Context in Homelessness Information Display

Currently, within the veteran details section of the VA's digital forms, a section dedicated to homelessness addresses the veteran's housing situation. One particular question asks for the name and phone number of a contact person or place that the VA can reach out to if needed. However, the submission copy, which is the displayed record of the information submitted, presents this contact information—name and phone number—without the crucial context of the question itself. This lack of context can lead to confusion and inefficiency for VA staff reviewing the submissions. Without knowing why the contact information is provided, it becomes challenging to understand the urgency or specific need associated with the contact. This issue underscores the importance of contextual data presentation in digital forms, especially when dealing with sensitive information such as homelessness. The absence of context not only affects the clarity of the information but also impacts the efficiency of the VA's response, potentially delaying necessary assistance to veterans in need. Therefore, addressing this issue is critical for ensuring that the VA's digital services are both effective and responsive to the needs of the veteran population it serves. The problem extends beyond mere aesthetics; it directly affects the usability and interpretability of the data, highlighting the need for a comprehensive solution that integrates context into the display of sensitive information.

Proposed Solution: Content Changes for Clarity

To address the issue of missing context in the display of homelessness-related contact information, the proposed solution involves making specific content changes within the submission copy. The primary goal is to ensure that the name and phone number of the contact person or place are displayed alongside the question they are answering. This can be achieved by including a brief explanation or a rephrased version of the original question directly above the contact information. For instance, the display could be modified to read, "Contact Person for Housing Situation: [Name] - [Phone Number]." This simple addition provides immediate context, clarifying the purpose of the contact information. Furthermore, to enhance clarity, the section could also include a concise summary of the veteran's housing situation as provided in the form. This would give VA staff a more comprehensive understanding of the veteran's circumstances, enabling them to respond more effectively. The content changes should be designed to be clear, concise, and easily understood by both VA staff and the veterans themselves. It's essential to strike a balance between providing sufficient context and avoiding information overload. The solution should also be implemented in a way that is consistent with the overall design and formatting of the VA's digital forms, ensuring a seamless user experience. Ultimately, the aim is to improve information clarity and facilitate more efficient communication between the VA and veterans, particularly in situations related to homelessness.

Specific Tasks for Implementation

To implement the proposed solution effectively, several tasks need to be undertaken. These tasks are crucial for ensuring that the content changes are well-designed, approved, and ready for integration into the VA's digital forms.

1. Content Creation: The first step involves drafting the specific content changes, including the rephrased question or explanation to be displayed alongside the contact information. This should be done in close collaboration with content designers and subject matter experts to ensure accuracy and clarity.
2. Internal Review and Approval: Once the content changes are drafted, they need to be reviewed and approved by relevant stakeholders, including the C&IA (Content and Information Architecture) team. This review process ensures that the changes align with VA standards and policies.
3. Design Integration: The approved content changes must then be integrated into the design of the submission copy. This may involve working with designers and developers to ensure that the changes are implemented in a visually appealing and user-friendly manner.
4. Testing and Validation: After implementation, thorough testing is necessary to validate that the changes display correctly and provide the intended context. This includes testing across different devices and browsers to ensure compatibility.
5. Deployment: Finally, the content changes can be deployed to the live environment, making them accessible to VA staff and veterans. This should be done in a controlled manner, with ongoing monitoring to identify and address any issues that may arise.

Acceptance Criteria

To ensure the success of the proposed solution, specific acceptance criteria need to be defined. These criteria serve as benchmarks for evaluating whether the implemented changes meet the intended goals and objectives.

• Clarity and Context: The primary criterion is that the implemented content changes must provide sufficient context for the contact information displayed in the submission copy. This means that VA staff should be able to easily understand why the contact information was provided, based on the displayed context.
• Accuracy: The content changes must accurately reflect the original question and the veteran's response. There should be no misrepresentation or ambiguity in the displayed information.
• User-Friendliness: The changes should be implemented in a way that is user-friendly and easy to navigate. The added context should enhance, not detract from, the overall usability of the submission copy.
• Consistency: The content changes should be consistent with the overall design and formatting of the VA's digital forms. This ensures a seamless user experience and avoids confusion.
• Compliance: The changes must comply with all relevant VA standards and policies, including accessibility guidelines. This ensures that the changes are usable by all veterans, regardless of their abilities.

Applicable Descriptions for the Work

The work required to implement the proposed solution aligns with several descriptions of the types of projects the team partners on. These include:

• Updating an existing form: The primary focus of this project is to improve the display of information within an existing digital form, specifically the submission copy. This involves modifying the content and layout to enhance clarity and context.
• Incorporating C&IA content feedback: The project involves working closely with the C&IA team to ensure that the content changes are accurate, clear, and compliant with VA standards. This collaboration is essential for the success of the project.

Figma File and Mural Board

For design specifications and collaborative discussions related to this project, the following resources are available:

• Figma File: [Insert Figma file link here]
• Mural Board: https://app.mural.co/t/departmentofveteransaffairs9999/m/departmentofveteransaffairs9999/1686768383603/3f4415dd2ddb71bbd104ebefd92a2c7b553ad792

These resources provide detailed visual representations of the proposed changes and serve as a platform for ongoing collaboration and feedback.

Definition of Done

To ensure that the project is successfully completed, the following criteria must be met:

• Issue reviewed with the content designer: The issue must be thoroughly reviewed with a content designer to ensure that the proposed changes are appropriate and effective.
• Acceptance criteria met: All defined acceptance criteria must be met, demonstrating that the implemented changes achieve the intended goals and objectives.
• Content reviewed and approved: The content changes must be reviewed and approved by product and/or design stakeholders, ensuring alignment with overall project goals.
• VA design lead consulted: The VA design lead must be consulted to determine if a review by the C&IA team is required, ensuring compliance with VA standards.
• C&IA intake ticket created: If content requires review, a C&IA intake ticket must be created, initiating the formal review process.

Conclusion

Improving the display of homelessness-related questions and responses in the VA's submission copy is a crucial step towards enhancing the clarity and effectiveness of digital services for veterans. By providing context to the contact information, VA staff can better understand the veteran's situation and respond appropriately. The proposed solution, which involves specific content changes to display the question alongside the contact information, addresses the identified problem and aligns with the VA's commitment to serving veterans' needs. The implementation of these changes requires a collaborative effort involving content designers, developers, and VA stakeholders. By adhering to the defined tasks, acceptance criteria, and definition of done, the project can be successfully completed, resulting in a more user-friendly and efficient system for veterans and VA staff alike. This enhancement not only improves the immediate process of information review but also contributes to the broader goal of providing comprehensive support to veterans experiencing or at risk of homelessness. To learn more about VA services and support for veterans, visit the U.S. Department of Veterans Affairs website.