NoK: Track Medallia responses post-launch

[wesrowe]

Description

User story

As a Cartography team member, I want to request qualitative feedback frequently after launch of NoK/EC, so that we can identify issues that Veterans experience.

Notes

• launched 4/8
• request from 4/10 – note that I requested data for /profile as well as /profile/contacts, just in case there were issues at that level. Yielded ~10 responses.
  • only 1 response specific to NoK/EC: the person wanted to update their spouse's address under NoK.

Possible tasks:

• feedback requested from 4/11 thru 4/19

Acceptance criteria

• Relevant feedback noted in comments below and escalated to team for remedy

[wesrowe]

Added feedback excel to Cartographers sharepoint site: Documents > Qual feedback.

Analysis:

16 total surveys across /profile/ and /profile/contacts/ 4 of those were for /contacts/

2 respondents had a poor experience with the call center; one was told that the operator couldn't help, the other had to call multiple times.

I will reach out to the contact center team about this complaint.

Conclusion: no issues with the app, we are ready to increase roll-out.

Free-text responses:

feedback on /profile:

• update next of kin. where do I go on thee site

feedback on /contacts:

• Update emergency contact and Next of Kin information. The website states to call the service center phone number, but the operator cannot update the information.
• could not update information on the website like the phone operator said i could.
• I need to remove next of kin information and [PII removed]
• Change my emergency and next of kin's old phone number to the new phone number on my va.gov account. It took me 4 separate calls since yesterday and approximately 1 hour of my time. The veteran should be able to do this directly on line.