UX: Revisit FE design for VA health service accordions

[mmiddaugh]

Issue description

VA health and non-clinical services may be offered at more than one location for a given health system. A given service might have multiple locations, each of which might use the same address as the main facility, another location on the campus or an offsite location

• Service is offered at a single location which uses the facility address (displaying only a wing/room/suite)
• Service is offered at a single location which does not use the facility address (displaying a full address, including - possibly- another city)
• Service is offered at multiple locations, each of which may or may not use the facility address
• Service locations may have different hours than the main facility and/or from each other.
• Service locations may use the main facility phone number or have one or more additional distinct numbers, including one specifically for Appointments.

All service locations and the relevant associated information , such as phone numbers and hours of operation, should be presented in a visually distinct and understandable way.

Problems to solve

• Veteran confusion can result when an editor misunderstands the intent, misuses the fields, or when the data is mishandled by the template.
• Within a service accordion, service locations are not visually separated. It can be difficult to understand how many distinct service locations are listed, how headers are grouped, and which information relates to which location, especially for those using assistive tech.

Workflow system vs facility

• Much of the information displayed for a facility's service is created at the system level. Service locations are entered at the facility level. This can be a confusing interface for editors.
  • Example: Portland VAMC Podiatry: Vancouver VA Medical Center and Salem VA Clinic are listed as podiatry service locations for the Portland VA Medical Center. These are facilities within the same health system and have their own service accordions. They should not be added as service locations for the Portland VA Medical Center.

Service location name

• Editors can enter the Name of the office or location but the field is not required. If the field is not populated, nothing is displayed to give context to the associated information such as hours of operation or physical address. The absence of a name heading also can impact heading hierarchy. Example: Bath VAMC Mental health

Service location address

• Editors can specify that the facility's street address should be used and/or choose to add Building name/number and/or Wing/Floor/Room info.
  • If the editor specifies that the location should use the facility address and does not enter additional information, no address is displayed. Example: Portland VAMC Podiatry
  • If the editor specifies wing/floor/room + facility address will display only the wing/floor/room information without the additional street address for context. Example: Bath VAMC Mental health
  • Editors need to understand what is expected for the Name field and how it is different from the Building name
  • Use of the word "facility" in this content block may not be clear
  • Editors need to understand how to enter details with the correct format (i.e., "Building 78, 3rd Floor")

Service location phone numbers

• Editors can enter a number at the service level for appointments.
  • Editors need support to create meaningful phone labels
  • How should the UX support separate appointment numbers for each service location?
  • How should the front end display appointment phone numbers which are the same for each service location?

Service location hours of operation

• Editors can specify that the service location uses the facility's hours, enter specific hours for the service location or display no hours at all. Comments can be also be added next to the hours for each day. There is a separate free text field for Additional hours options text field.
  • Editors need to understand what can be entered in the comment field and how the field is different from the Additional hours field. Examples: Bath VAMC Mental health: VCL, Care coordinator and Urgent care details and Portland VAMC Podiatry: the word "Varies" is displayed in italics without context
    • The help text for the Additional hours field is duplicative and does not provide necessary support.

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Exported mural with Veteran front-end mapped to CMS editor UX

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Related issues

• As part of the VBA MVP roll-out, we made changes to service delivery options and VAMC facility service appointment information was migrated into the new model. Service region is also now available and could be used for centralized content such as national phone numbers
• Front End: Update VAMC appointment information in Service Location #16144
• Migrate VAMC Facility Service appointment information into updated Service Location #15559
• Background
  • VAMC service location headings #36933
  • [DISCOVERY] for multiple VAMC health service locations #36934
  • Implement design iteration for multiple VAMC health service locations #36566

Open questions

• What logic should be used to determine the order of service locations?
  • Can we use parameters/variables to identify distinct service locations to use in applying sort order logic?
  • Editor specified?
• If the service location has the same address as the facility on which it appears, should the location name and address already present on the screen be duplicated within the accordion?
• Should Additional hours options be available when editor selects to not display hours? In combination with specified hours or with facility hours?
• Which services could leverage service region to display national hotline numbers?

Acceptance criteria

FE design should include plan for the following

• Separate locations should be visually distinct
• Heading level hierarchy defined separate from should be maintained (although can be overridden for visual styles, if needed)
• consideration for single service locations using all possible permutations
• consideration for multiple service locations using all possible permutations
• inclusion of service region for national phone number

[aklausmeier]

@thejordanwood FYA