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Resources and Support product outline

This is the folder for all background, historical, discovery, and status documentation for this product.

Table of Contents

Problem Statement

The tier 1 Veteran-first benefit hubs are nearly complete migrating legacy content. But there's still a tremendous amount of legacy content that hasn't been brought into the new VA.gov site experience. In order to better prioritize content, and so that we don't migrate all content into the benefit hubs, the WBC team created a tiered content framework.

It's critical that we don't migrate all content into the benefit hubs because that would recreate the old legacy site experience of mixing critical Veteran benefit content with everything else.

How do we ensure that helpful, relevant tier 2 information that supports tier 1 Veteran-facing benefit content is accessible and findable in the new VA.gov site experience, AND does not dilute, distract, and clutter Veterans' benefit top task content and UX?

  • Tier 1 content: benefit content and tools (applying for benefits, accessing benefit tools to manage your existing benefits) for beneficiaries (Veterans, family members, service members)
  • Tier 2 content: benefit-adjacent content (for beneficiaries, and people who work with beneficiaries)
  • Tier 3 content: organizational/administrative/office content

What this product is

This product focuses on creating a knowledge library for tier 2 content that help to direct Veterans to benefits information they are interested in.

What this product is not

This product is NOT for engagement, marketing, time-based type of tier 2 content such as campaigns. It's not for tier 1 benefit information, and it's not for tier 3 program office/administration content.

For more information about content tiers on VA.gov, see: https://github.com/department-of-veterans-affairs/va.gov-team/blob/master/products/content/tier-2-content-IA-and-design/content-tiers-VA.gov.pdf

User Goals

As a Veteran, family member, or other beneficiary of VA benefits and services, I want to easily and quickly find information that helps me answer my benefit questions and troubleshoot my VA account problems without having to call customer service or visit a VA location for an in-person consult as the first resort. As a user, I currently have few means to do this other than calling, writing a letter, reporting tech issues to my Congress member, or consulting the internet and social media sites (which may or may not be the source of trustworthy, accurate information. I also have TeamSite pages which are confusing to navigate and relevant information that I need is mixed in with a lot of information that's irrelevant for my needs.

Primary users: beneficiary audience

Veterans, family members, and other beneficiaries (and potential beneficiaries)

Secondary users

Non-beneficiary audiences who support Veterans, family members and other beneficiaries directly through benefits or benefit related services (e.g., VSOs, loan officers, school administrators)

  • Beneficiaries: Easily find and get to relevant, related information that helps me better understand how my benefit works; or better use my benefit; or take advantage of non-benefit program resources or services.
  • Non-beneficiaries (like VSOs, school counselors, etc.): Easily find and get to relevant, related information that helps me better do my job to support/help VA beneficiaries, whether Veteran students in college or caregivers of older Veterans, etc.

Business Goals

  • Provide a way of incorporating the many benefit-adjacent tier 2 content (from the legacy TeamSite VA.gov) into the new VA.gov
  • Maintain prioritization of Veteran-focused tier 1 benefit content, so benefit hubs continue to provide essential benefit info and access to digital tools
  • Direct Veterans to the right place with the information they are looking for
  • Single sources of Truth for all Tier 2 and Tier 3 content

Measuring Success

Key Performance Indicators (KPIs)

  • What data (qual or quant) will you look at to understand if your initial set of functionality is meeting your desired user and business outcomes, and not bringing about the undesired outcomes?
  • What are the most important metrics that track with this product/initiative's success?
  • Include links to Domo or Google Analytics Dashboards/Reports

Baseline KPI Values

  • Baseline values for those most critical metrics. These may come from other systems other than VA.gov e.g. eBenefits.

Objectives and Key results (OKRs)

What are the measurable targets you're aiming for that delivers value for Veterans?

  • Objective:
    • Key result:
    • Key result:

Assumptions

  • That a lot of legacy TeamSite benefit-adjacent content is what we might think of as "more resources," "learning," "knowledge," or "benefit-related engagement" information
  • That some of the content that VA business lines call or think of as "benefit" is actually this tier 2 benefit-adjacent "resources"/"learning" content
  • EX: Free or subsidized rides for Veterans to their VA medical center. VHA's Veteran Transportation Program business may think of this as a benefit, it's in fact an add-on service or resource that varies from city to city, medical center to medical center, and from year-to-year depending on funding and participation of local nonprofits that each medical center might have relationships with.
  • That there are different audiences for tier 2 benefit-adjacent content. Ex: for Veterans and other beneficiaries; and for people who work with Veterans and other beneficiaries (like VSOs or school administrators)

Go-to-market Strategy

  • How are Veterans and others using this product going to know it exists?
  • What marketing, outreach, or communications are necessary for this product to be successful?
  • Link to Release Plan

Launch Dates

  • Target Launch Date
    • tbd
  • Actual Launch Date
    • tbd

  • What date will you evaluate impact after launch?

Examples of LC legacy content

High-level requirements for MVP

See learning center template requirements for detailed information: https://github.com/department-of-veterans-affairs/va.gov-team/blob/master/products/content/tier-2-content-IA-and-design/learning-center-mvp/template-requirements.md

MVP learning center templates:

  1. Single FAQ*
  2. Multiple FAQs*
  3. About
  4. Step-by-step
  5. Checklist - new
  6. Image/video-rich list – new 7. Table-based content like rates, contact info – new This will just be a variation of the "About" template which will allow tables.

All of these will be ‘new’ but making use of existing components to form more rigid, page-level templates. A few things will be net new, such as the image/video list template.

Default template content requirements

Link to detail information: tbd

Consistent framework or ‘shell’ on every learning center content template. Note: This is WIP.

  • H1
  • Topic tags
  • Audience tags
  • Content type label (- tbd -)
  • Intro text
  • Content type body (FAQ, Checklist, Step-by-step, etc.)
  • Up to 2 CTA buttons
  • Need more help
  • Was this helpful
  • Related information (cross links to benefits)

MVP Search Requirements tbadded

MVP Tag requirements tbdadded

WIP wireframes

https://app.mural.co/t/departmentofveteransaffairs9999/m/departmentofveteransaffairs9999/1588167553516/2773c854e8ff3a725a5e3ee03272b78e8519f78b

Governance (WIP)

  • Inter-administration and DEPO collaboration on some tier 2 content
  • Quality control and processes, mix of VACO, DEPO, and business lines
  • Some content support for some Veteran-facing tier 2 content

Status and decisions

mm/dd/yyyy

05/01/20

Call with Jeff Barnes, Kevin Hoffman, Chante LantosSwett, and John Hashimoto RE VA.gov help desk.

Early conversation on the need for a "help center" in light of new VA.gov help desk.

Historical: status

Note: Our initial proposal to use the claim status topic as MVP of learning center didn't make traction. Inability to get call center to provide needed call center data and claim status scripts and IRIS articles. We are pivoting to create lo-fi MVP agnostic of business or benefit hub.

Claim status learning center ticket - CLOSED: https://app.zenhub.com/workspaces/vft-59c95ae5fda7577a9b3184f8/issues/department-of-veterans-affairs/va.gov-team/4605

Implementation info