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department-of-veterans-affairs / va-mobile-app

"If VA were a company, it would have a flagship mobile app."
https://department-of-veterans-affairs.github.io/va-mobile-app/
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Appointments Investigation Tracker: (Appointments Not Appearing in the Mobile App) #8514

Open StacyB2023 opened 4 months ago

StacyB2023 commented 4 months ago

Description

Purpose:

Current Related Appts Tickets:

  1. 8329 Investigate why people are not seeing seeing appts- Status:CLOSED

  2. 8326 Investigate why appts cannot be canceled Status: CLOSED

Related Slack Threads

  1. https://dsva.slack.com/archives/C018V2JCWRJ/p1711732422072909
jperk51 commented 4 months ago

Note: Considering the large changes that are coming to the appts API and some significant changes coming to how the FE appts section handles API calls my recommendation is that we put this investigation on hold. Consolidation of the appts logic to vets-api is essentially part of "fixing" this problem anyways. Once the logic is consolidated it should be much easier to isolate the problem.

Additionally, if you take a look at app reviews since January you'll see a handful of other people reporting that they have gone from seeing their appts to not and some people saying it depends on the day so it's an extremely difficult thing to nail down. I'm trying to get Kay locate us a user who is having this issue 100% of the time so we can be a bit more confident when we go to check their responses that something should be wrong.

jperk51 commented 4 months ago

I just went back through our app review summaries up until Sept 2023 and I did notice that the number of users reporting appts "not working"/"not showing up"/"being inconsistent"/"disappearing" did dramatically spike starting in Feb 2024 but oddly people have continued to report going from things working fine to things completely disappearing each month after that with no correlation to app versions or specific timing of changes we've made. For example, we had several reports of users seeing their appts working in early feb then no longer working later in the month then we have the same report from other users for May on completely different versions of the app. On a fair number of these reports the user does mention having to go to "the website" to see their appts so it does seem to consistently be a mobile specific issue.