Evaluate findability of authenticated tools not tied to a single benefit

[mnorthuis]

Based on research and visitor feedback, we know that visitors can struggle to find some of our authenticated tools that are not specific to a single benefit.

Tools to analyze:

• View payment history
• Claim and appeal status tool
• Change address
• Change direct deposit
• Manage VA debt
• Update dependents

Build analysis and profile of the current state and performance of tools

• Current state analysis
  • Current home in IA (i.e. root level, disability hub, etc)
  • All entry points in high priority positions - links in top nav, header/footer, hub pages, home page, and best bets.
• Analytics - Page data
  • What are key search terms on VA.gov to find and external search engines related to this tool
  • What are the top referring (previous) pages to this tool
  • What are the top next pages when leaving this tool
  • Page views / % unique page views
  • Entrance rate (% of page views are entrances)
  • Bounce rate
  • Exit rate
• Analytics - Event data
  • Total clicks on high priority entry points
  • Best bet performance
• Qualitive data - Visitor feedback
  • Medallia feedback survey from tool static pages
  • visitor answered "no" to whether they were able to complete their task
  • Medallia intercept survey
  • Visitor rated 1 or 2 on overall experience
  • Must include keywords: can't find

[mnorthuis]

@kristinoletmuskat @jennymayoco I updated the description of this issue to better define the task. This is pulling data, analytics, and veteran feedback on the auth tools that we often hear are "difficult to find". This will help us analyze how they are currently performing and how visitors are currently navigating to/finding them.

[kristinoletmuskat]

@mnorthuis thank you! Is this something you want us to tackle? Or are you taking this work?

[mnorthuis]

I would love help pulling this info and creating the data profiles of these pages! Feel free to pull in as you are available.

[jennymayoco]

Draft spreadsheet

[jennymayoco]

Next steps:

• [x] Connect with team who manages qual survey feedback to see if they have any recommendations for parameters
• [x] Identify any additional parameters
• [x] Submit ticket for qual survey

[strelichl]

@jennymayoco is this one done?

[jennymayoco]

hi @strelichl! I'm currently reviewing qual data so will keep this ticket open

[jennymayoco]

Hi team, I've added the insights and recs in the spreadsheet. Here's the doc

Most immediate, I think updating the best bets for /manage-va-debt is a good next step so I'll update that so it better matches search terms most frequently used.

Update: after looking at search results, I think the current keywords for manage-va-debt are okay. I looked up the top search results and got the page as the top recommendation.