VA411 User Journey Map & Content Audit

ianMcCullough-ob commented 3 years ago

Issue Description

Develop a user journey map to help understand the process VA.gov users go through when finding contact numbers on the website.
Determine pain points and problem areas in reference to where call center numbers are located on the site, and how a user determines which number is appropriate for their respective call.
Map the various ways contact numbers are displayed across VA.gov.

[ ] Develop a user journey map
[ ] Share user journey map with team & review
[ ] Create a content audit document which maps what formats are used for displaying numbers and on what pages

[ ] Confirm the map accurately displays the user journey. The accuracy will be determined by the team.
[ ] Confirm the map captures all the various ways numbers are displayed on VA.gov

How to configure this issue
[ ] Attached to a Milestone (when will this be completed?)
[ ] Attached to an Epic (what body of work is this a part of?)
[ ] Labeled with Team (product support, analytics-insights, operations, service-design, tools-be, tools-fe)
[ ] Labeled with Practice Area (backend, frontend, devops, design, research, product, ia, qa, analytics, contact center, research, accessibility, content)
[ ] Labeled with Type (bug, request, discovery, documentation, etc.)

clantosswett commented 3 years ago

@ianMcCullough-ob Sharing these two documents in case they help with the user journey creation.

First one is a list of VA.gov issues with identified definitions. This is used by the contact center to identify how to categorize an issue. https://app.zenhub.com/files/133843125/fa8161fe-60d6-4f32-9826-4bc05c955042/download

ianMcCullough-ob commented 3 years ago