Feedback on Post-Release Service (PRS) Referral Queue Data Fields

PRS Referral Queue Prioritization Card Sort (WIP)
We use card sorting in general to help us understand how users organize, collect, and prioritize information they need in order to meet their goals. In this
epic, we want to understand how much information people really need in a referral queue. This specific card sort centers around asking users to prioritize
the items they might encounter in the referral queue.

Research goals
Through this card sort, we will learn the following (from the epic's research goals):
Understand the priority of information needs, for example, the critical pieces of information that users need to make decisions such as to pick up a
case off the referral queue.
Understand what information providers need to see in the referral queue in order to accept a case, and then to assign it to case managers
Understand the impact that the referral queue might have on an improved experience (including users who need to accept cases)

Approach
We plan to use Optimal Workshop's OptimalSort. We will asynchronously ask people to categorize a list of existing and possible column names that could
end up in the PRS Referral Queue solution. The card sort type is a hybrid card sort. This means that we ask users to sort cards into categories we have
created. They can also create their own. We also make sure we orient them to the sort and give them assurance that this is an official survey.
This link provides a non-live, non-data collecting preview with the most up-to-date design and content.
Card sort preview

Sample screenshot of the first page users see

Card Candidates
We ask candidates to sort these items into areas of priority. This table shows the existing columns as well as a selection of possible column candidates. To
ensure we balance completeness with difficulty, we limit the number of total cards to sort to 20 cards.
Existing columns
Referral ID
A#
Program (residential)
First Name
Last Name
Date of Birth
Address
City

Additional candidates

State
Zip Code
Referral Date
Type of Home Study (just for HS queue)
Home Study Provider (just for PRS queue)
Relationship Group ID
Level of PRS (just for PRS queue)
TVPRA
Expedited Case
Sponsor Category
Preferred Language

Screenshot of the what users see once they enter the sort

Screenshot of how users sort cards.

Categories
We present these four categories, looking to learn a hierarchy of priorities.
I HAVE to have these these items
I would REALLY LIKE to have these items
I could see a situation where these would be OK to have

I DON'T NEED to see these items
We make these categories verbose so that it's clear to users what we mean.

Questions
We as a question before users enter the card sort, and we ask two questions after they finish. This approach allows us to understand some of the context
that users exist in as well as giving them a chance to provide affinity feedback to the PRS referral queue. At the same time, the limited number of
questions reduces the burden on users completing the sort.

Presort Question
After the welcome message, we ask users to identify themselves based on role titles. We don't want to collect any PII, and we want to reduce the survey's
complexity.
Q: Which of these titles most closely aligns your current role?
Federal field specialist
Project officer
Provider supervisor or director or similar
Case manager
Other (with a text box)

Screenshot of the presort questions users see

Postsort Questions
After users finish their sorting, we ask them these two questions, one a closed-ended question, and one an optional open-ended question.
Optionally, after thinking about these items you just categorized, what are three or four things you'd absolutely need to see in the list...but didn't?
(As a reminder, here's an image of the items that were in that list)
Multiline text field

Screenshot of the first postsort question users see
Optionally, anything else you'd like us to know about the PRS Referral Queue?
[multiline text box]

Screenshot of the second postsort question users see