Sample Product Guide 1

User Manual:

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526 Claims for Increase

What is it?

1. 526 Claims for Increase is a vets.gov tool that allows veterans who have been rated

for disabilities via a 526EZ application to independently apply for an increase for those

disabilities. The tool precedes full 526 online form availability. Veterans can select a

rated disability for which they would like to apply, upload corresponding evidence, and

submit their information to be evaluated by Compensation Services. This Product Guide

will outline the steps involved in the process.

Target launch date for 526 Claims for Increase: late July-early August

Note: all information shown in the screenshots in this document is fake test user data.

Table of Contents

526 Claims for Increase 1

User Access 3

Who can access these tools? 3

How can users access these tools? 3

Navigation 4

Functionality 8

Error & Notification Log 21

Note: all information shown in the screenshots in this document is fake test user data.

User Access

Who can access these tools?

Veterans who have logged-in with the highest level of identity verification on Vets.gov (LOA3),

are found in the Master Veteran Index (MVI), who have applied for disability claims and

received rated disabilities.

How can users access these tools?

Users can log in using their DS Logon Premium, MHV Premium, or ID.me accounts, as long as

they are registered as LOA3 users and found in MVI.

Note: all information shown in the screenshots in this document is fake test user data.

Navigation

https://staging.vets.gov/disability-benefits/apply/

Note: all information shown in the screenshots in this document is fake test user data.

Navigate to “Apply for Increased disability benefits” in the left menu.

Note: all information shown in the screenshots in this document is fake test user data.

The apply page presents the veteran with an application wizard to help direct users to the right

platform for submitting their application based on their specific circumstance.

Application Wizard

Select “I have a new or worsening condition…”

Note: all information shown in the screenshots in this document is fake test user data.

Select “One or more of my rated disabilities have gotten worse…”

Making this selection allows submission of an online claims for increase application via

vets.gov. All other selections currenly direct users to eBenefits.

https://staging.vets.gov/disability-benefits/apply/form-526-disability-claim/introduction

Note: all information shown in the screenshots in this document is fake test user data.

Veterans must log in.

Logged in state:

Functionality

Note: all information shown in the screenshots in this document is fake test user data.

https://staging.vets.gov/disability-benefits/apply/form-526-disability-claim/veteran-information

Part 1: Veteran Details

The veteran will review identity, contact, military, payment, and other details to check for

accuracy and make corrections where relevant.

Veteran identity information is pre-populated. If any of the information is incorrect, they are

directed to contact VBA Call Center.

Note: all information shown in the screenshots in this document is fake test user data.

Contact information is pre-populated and can be edited for the 526 application, specifically.

Updates to the veteran’s VA account can be completed on the Profile page.

Note: all information shown in the screenshots in this document is fake test user data.

Military history is pre-populated and can be edited for the 526 application, specifically. Updates

to the veteran’s VA account can be completed by contacting VBA Call Center.

Note: all information shown in the screenshots in this document is fake test user data.

Veteran payment information is pre-populated. If any of the information is incorrect, they are

directed to contact VBA Call Center.

Homelessness

Veterans indicate whether or not they are homeless. If “Yes”, veteran is prompted to provide

additional contact info. If “No”, they proceed through the application.

Note: all information shown in the screenshots in this document is fake test user data.

Part 2: Your Rated Disabilities

Veterans are presented with all of their existing rated disabilities and will select the one(s) they

want to submit for increase in benefits.

Note: all information shown in the screenshots in this document is fake test user data.

Part 3: Supporting Evidence

Veterans will need to provide any evidence supporting the claim that their condition has

worsened. They can upload this information or request that they be retrieved from a VA Medical

Center.

Note: all information shown in the screenshots in this document is fake test user data.

VA Medical Records

The VA medical facility name has an auto-suggest feature that helps veterans select the intended

facility. Facility name and approximate first date of treatment is required. More than one facility

can be added.

Note: all information shown in the screenshots in this document is fake test user data.

Private Medical Records

If the veteran has private medical records, they can upload them or have VA get them from the

private doctor. If “No, my doctor has my medical records” is selected then the veteran is

prompted to download and attach form 21-4142 (Private Medical Records Release) and told

where to send that form.

Note: all information shown in the screenshots in this document is fake test user data.

Lay Statements or Other Evidence

Supporting documents can be uploaded by the veteran and submitted along with the application.

Upload guidelines are provided. If this option is selected, an upload is required.

Note: all information shown in the screenshots in this document is fake test user data.

All uploaded files are listed for review.

Part 4: Additional Information

Veterans will confirm whether they have provided all their supporting evidence and want to

participate in the Fully Developed Claim (FDC) program. If they have additional information

that needs to be submitted their application is reviewed through the standard claim process. More

information about the FDC program is provided in a link on this screen.

Note: all information shown in the screenshots in this document is fake test user data.

Part 5: Review Application

Prior to submitting the application, veterans can review each section of the form for accuracy

using the ‘+’ toggle buttons to reveal detailed information. In order to submit the application,

acceptance of the privacy is required by clicking the provided checkbox.

Submitted applications will receive a confirmation message that contains a ‘Claim ID’ number

that can be used to track their application. A veteran should be able to review the status of their

claim using the Claim Status tool within minutes of the submission.

After Submit: A claim is electronically established for the veteran in the VBMS database for

VBA. In addition, a pdf version of the 526 claims for increase form is generated and forwarded

to the National Work Queue to be assigned to a reviewer.

Note: all information shown in the screenshots in this document is fake test user data.

Error & Notification Log

ITF (description) - selecting the blue ‘Start’ button (below) will trigger the creation of an ITF (Intent to

File) date for the veteran.

ITF (pending)

ITF (created)

Note: all information shown in the screenshots in this document is fake test user data.

ITF (retrieved) - this message appears if a veteran already as an ITF date on record.

ITF (renewed)

ITF (error: not retrieved for returning user)

Note: all information shown in the screenshots in this document is fake test user data.

ITF (error: not retrieved for new user)

ITF (error: not created)

ITF (error: not renewed)

Note: all information shown in the screenshots in this document is fake test user data.

Save In Progress(SIP) - Unverified/Unauthenticated Intro

SIP (Verified Intro)

Note: all information shown in the screenshots in this document is fake test user data.

SIP (Continue Intro)

Note: all information shown in the screenshots in this document is fake test user data.

Checkbox validation error (must select at least one)

Note: all information shown in the screenshots in this document is fake test user data.

Static content below form elements

Note: all information shown in the screenshots in this document is fake test user data.

The following table contains the message types and notifications that would appear for

standard errors and failures. Some messages may vary slightly as we develop updates

versions of the tool.

Save in Progress

Scenario

Title

Description

Location

Save in

progress

data

Application has been

saved. Last saved m/dd/yyy

at HH:MMam/pm

Below affected

component

Unable to

complete

automated

task (e.g.

save

application

progress)

We couldn't save

your form

We're sorry. Something

went wrong when we tried

to save your form. If you're

on a secure and private

computer, you can leave

this page open and try

saving your form again in a

few minutes. If you're on a

public computer, you can

continue to fill out your

form, but it won't

automatically save as you

fill it out.

Below affected

component

Access messaging

Note: all information shown in the screenshots in this document is fake test user data.

Appears when the user tries to access an item that’s not available to them. It may be

because the record has been deleted, the user doesn’t have access, etc.

System downtime

Variations in messaging will be contingent on:

● Whether or not the downtime is scheduled/expected

● If scheduled, when the application will be back up (precise time stamp if known,

general estimate if not)

● If not expected, general estimate of when the application will be back up

Scenario

Title

Description

Location

Entire site is

not accessible

(scheduled

downtime)

Vets.gov is

down for

maintenance

right now

We're sorry.

Vets.gov isn't ready

for you right now.

We're doing some

work to help make

this site even better

for Veterans,

Servicemembers,

and family members

like you. We hope to

finish our work by

[DATE/TIME].

Please check back

then.

Replace page

Entire site is

not accessible

(expected)

Vets.gov isn't

working right

now

We're sorry.

Something went

wrong on our end.

Please refresh this

page or try again

[LENGTH OF TIME

(ie, "tomorrow" or "in

an hour")].

Replace page

Note: all information shown in the screenshots in this document is fake test user data.

Entire site is

accessible

We're working

on the site

We’re doing some

work on Vets.gov

right now. You

should still be able

to use the

applications and

tools. But if you

have any trouble,

please check back

soon.

Banner

Application or

page is not

accessible

[APPLICATION

NAME] is down

for maintenance

We're making some

updates to

[APPLICATION

NAME]. We're sorry

it's not working right

now, and we hope

to be finished by

[DATE], [TIME].

Please check back

soon.

Replace page below

title

Application or

page is not

accessible, no

timeframe

[APPLICATION

NAME] is down

for maintenance

We're making some

updates to

[APPLICATION

NAME]. We're sorry

it's not working right

now. Please check

back soon.

Replace page below

title

Application or

page is

accessible

(general

message;

specific

iterations to be

added later)

Some parts of

this may not be

working

You can still use

[APPLICATION/PA

GE NAME], but

some parts of it may

not work for you. If

you're having

trouble, please try

again later.

Below page title

Note: all information shown in the screenshots in this document is fake test user data.

Component is

not accessible

(general

message;

specific

iterations to be

added later)

[COMPONENT

NAME] isn't

working right

now

We're sorry.

Something went

wrong on our end.

Please refresh this

page or try again

[LENGTH OF TIME

(ie, "tomorrow" or "in

an hour")].

Replace affected

component

Component is

accessible

(general

message; see

application/co

mponent

specific

messages)

Some

information may

not be up to

date

We're sorry.

Something's not

working quite right.

You can still use

[COMPONENT

NAME], but you

may not be able to

see all your updated

information. If you're

having trouble,

please try again

[LENGTH OF TIME

(ie, "tomorrow" or "in

an hour")].

Above affected

component

Unable to

complete a

user-initiated

task, can't

proceed

We've run into a

problem

We're sorry.

Something went

wrong on our end.

Please try again.

Above page title

Unable to

complete a

user-initiated

task, can still

proceed

We've run into a

problem

We're sorry.

Something went

wrong on our end.

You can try again

now, or move on to

the next step and

come back later to

complete this.

Above page title

Note: all information shown in the screenshots in this document is fake test user data.

Network connection loss

Scenario

Title

Description

Location

Application/page

/component is

not accessible

due to user

connection loss

We can't load

[APPLICATIO

N/PAGE/COM

PONENT

NAME]

Please make sure

you're connected to

the Internet, and

refresh this page to

try again.

Below page title

Unable to

complete an

automated task

(e.g. save

application in

progress) due to

user connection

loss

We can't save

your form

right now

Please make sure

you're connected to

the Internet, and

then try saving your

form again.

Below affected

component

Unable to

complete a user-

initiated task

due to user

connection loss

We've run into

a problem

Please check to

make sure you're

connected to the

Internet, and try

again.

Above page title

Note: all information shown in the screenshots in this document is fake test user data.

Authorization

Scenario

Title

Description

Location

(Application)

user's records are

not found

We don't

seem to

have your

records

We're sorry. We

can't find your

records in our

system. If you think

they should be here,

please try again later

or call the Vets.gov

Help Desk at 1-855-

574-7286 (TTY: 1-

800-829-4833).

We’re here Monday–

Friday, 8:00 a.m.–

8:00 p.m. (ET).

Replace content

below page title

(Page) user's

records are not

found

We don't

seem to

have your

records

We're sorry. We

can't find your

records in our

system. If you think

they should be here,

please try again later

or call the Vets.gov

Help Desk at 1-855-

574-7286 (TTY: 1-

800-829-4833).

We’re here Monday–

Friday, 8:00 a.m.–

8:00 p.m. (ET).

Replace content

below page title

Note: all information shown in the screenshots in this document is fake test user data.

(Component)

user's records are

not found

We don't

seem to

have your

records

We're sorry. We

can't find your

records in our

system. If you think

they should be here,

please try again later

or call the Vets.gov

Help Desk at 1-855-

574-7286 (TTY: 1-

800-829-4833).

We’re here Monday–

Friday, 8:00 a.m.–

8:00 p.m. (ET).

Replace affected

component

(Application) user

is not eligible for a

benefit because

they aren't a

Veteran/depende

nt/spouse

You're not

eligible for

this benefit

It looks like you're

not eligible for this

benefit based on the

information you've

given us. Please

check your eligibility

again.

Empty state

Scenario

Title

Description

Location

(Application) No

data tied to the

user or scenario

No [DATA

TYPE (ie,

prescription

refills or

health

records)] to

show

We don't have any

[DATA TYPE] in our

system to show

here.

Replace content

below page title

(Page) no data

tied to the user or

scenario

No [DATA

TYPE] to

show

We don't have any

[DATA TYPE] in our

system to show

here.

Replace content

below page title

Note: all information shown in the screenshots in this document is fake test user data.

(Component) no

data tied to the

user or scenario

No [DATA

TYPE] to

show

We don't have any

[DATA TYPE] for

you in our system.

Replace affected

component

Feedback messaging

The application’s response when the user is interacting with it. The majority of create,

read, update, delete (CRUD) actions will result in feedback messaging.

Note: See content style guide for guidance on when to consider adding instruction to

call the Vets.gov Help Desk or other "next-step" call to action.

Form Restart

When a user wishes to restart the 526 form (i.e., hit 'start over' on the intro page), they see an error

that 'something went wrong' after the form loads. If they go back to the intro page, they see the 'start

disability compensation application' button, and clicking on it results in the form working as usual.

So, the form must be restarted twice.

Mitigation steps:

Note: all information shown in the screenshots in this document is fake test user data.

Go back to root url (vets.gov/https://www.vets.gov/disability-benefits/apply/form-526-disability-claim/)

and try again, at least twice

Recommended Actions if a veteran calls saying they have received an error:

1) Verify the source: vets.gov, eBenefits, SEP (only if working with VSO)

2) If vets.gov, make sure that the veteran can see their identity (SSN, DOB, Gender, etc),

address, contact info, payment info, service history when they log into the application. If

payment info is not on file or other records are missing, this could produce an error.

3) If you have access to VBMS, check recently submitted claims. If there is nothing there for the

veteran, double-check to see if the veteran has any confirmation number for their

submission. If not, batch those reports for vets.gov. We’ll be logging failed applications and

retrying them. Anything that we’re unable to push through will be manually sent over for

forced entry. The cadence of this will have to be determined by volume.

Error for Unverified (missing SSN, EDIPI, and/or Corporate DB ID)

Will look like this on Dashboard:

Note: all information shown in the screenshots in this document is fake test user data.

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