[Epic] Use Analytics to understand user journey through 1010 forms

alexseelig commented 1 year ago

As a team member, I would like to understand how users interact with the 1010 forms so that I can understand their pain points, their successes, and ensure that as many Veterans have easy access to care as possible.

One issue that was identified: A small percent of monthly applicants were having issues with the start application buttons within the 1010ez form

Do Analysis on Start Button issue and determine cause and effect
[x] Work with team to figure out what the JavaScript means
[ ] Determine what Browsers users are having issues on
[ ] Test against older mobile browsers (Blocked for Browserstack license)
[ ] Come up with solution, either with JS replacements, or a notification for users to update their browser
[ ] See if there is a front end solution (maybe reach out to platform team)
[ ] Work with Benefits group to divide and conquer
[x] Review and triage list of errors
[x] Review Medallia survey results
[x] Review Analytics and discuss with team
[x] Review Datadog RUM recorded sessions
[x] Review video replays (not loading)
[x] Review and triage list of errors
[ ] Come up with list of findings about success and impediments
[x] Share findings with team
[ ] Come up with list of fixes/enhancements/etc. for the team
[ ] Come up with list of metrics/behaviors to track/follow going forward
Repeat the above for the CG Form Review and triage list of errors
[ ] Review Medallia survey results
[ ] Review Analytics and discuss with team
[ ] Review Datadog RUM recorded sessions
[ ] Review video replays
[ ] Review and triage list of errors
[ ] Come up with list of findings about success and impediments
[ ] Share findings with team
[ ] Come up with list of fixes/enhancements/etc. for the team
[ ] Come up with list of metrics/behaviors to track/follow going forward

AS Note: leaving Epic Outline down below in case we need to turn this into an Epic

Product Outline

Link

High Level User Story/ies

As a Data analyst, I need to research & vet the feedback given by veterans trying to apply for medical benefits; so I can suggest areas of improvement for the broader team to address and facilitate a better user experience within the 1010 forms.

Background Context

Per the DOMO KPI dashboards for the 1010ez form; roughly 84% of users do not make it past the first 7 steps of the application. There are many reasons why a veteran would not go past the first couple of step of the form outside bugs and errors. However, there is a wealth of feedback data from veterans that has not been utilized, we wanted to understand what were veterans pain points on the up front of the form.

Hypothesis or Bet

If We identify the hurdles or problem areas of users trying to apply for medical benefits Then We can expect that applicant drop off rate will decrease on the upfront of the 1010ez form.

OKR

A measurable decrease in applicant drop off rate within the first 7 steps of the 1010ez application funnel.

Definition of done

When we can spin up a few stories for the boarder team to bring to stakeholders' attention and address those issue, if any.

What must be true in order for you to consider this epic complete?

N/A

Take into consideration Accessibility/QA needs as well as Product, Technical, and Design requirements.