NoK: Medallia user feedback analysis

[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

• feature launched 4/8
• example request from 4/11 thru 4/19
• NOTE: phone number was fixed (replaced with "call a facility") around 5/8

Possible tasks:

• request data

Acceptance criteria

• Relevant feedback noted in comments below and escalated to team for remedy
• Data saved to team Sharepoint site alongside previous analysis – Sharepoint link

[fmccaf1]

Submitted request for data, ticket here

[fmccaf1]

Of the 702 responses to the VFS Questionnaire from 4/19-6/10 that touched on VA.gov profile:

• 66 responses mention NoK
• 65 of those 66 mention they were trying to change NoK information but could not
• 1/66 who did not try to change NoK information said they were simply verifying that the info was correct and it was
• There is no clear change stemming from the change of phone number in early May

Some quotes:

• "Unable to update emergency contact information location at: https://www.va.gov/profile/contacts. Call the number listed on the page and spoke to three different people, who were UNABLE to resolve issue" (this was 4/25)
• "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." (4/19)
• "Change next of kin information. The website says to do it at the clinic. The clinic says to do it online." (5/16)
• "I have tried to change emergency contact info. several times nothing works even going to a VA facility" (5/20)
• "I went to an appointment today. During the automated check-in, I was asked to confirm who to notify in an emergency. It had my ex-wife instead of my current wife. At my auditory appointment I asked the check-in person to change it. She didn't and I can't change it myself online." (5/22)
• "Update my next of kin address. I did this at the VA clinic in Honolulu and it was never updated in the system" (5/27)
• "I call the VA and had her removed, now I see you have put her back, please remove her from my contacts" (5/29)
• "Needed to update my 'health care contact' info but you defer that to my closest VA facility. That is a joke as in talking to my patient advocate, my healthevet coordinator and benefits sections, NO ONE was competent enough to do so." (6/1)

Recommended change(s)?

I am hesitant to recommend a change but wonder about adding some text to explain why the data is not able to be changed on the site. It sounds like many who responded were frustrated about the seemingly arbitrary lack of affordance there.

[wesrowe]

The first two verbatims above seem to indicate they called the old number, which makes sense since the update didn't go out til 5/8.

The recommendation would be to implement the edit functionality. It sounds like just under 10% of feedback for the entire profile product was about NoK not having edit functionality.