Improve Medallia Intercept Survey data collection

[evelynhilbrichdavis]

Issue Description

This ticket is scoped to dial in the Medallia Intercept survey so the quantitative and qualitative data collected helps DBEX to establish a baseline for measuring improvement. These changes will also focus on improving the Veteran experience of responding to surveys, optimizing for accessibility and limiting disruption.

Context

The 526ez features two Medallia surveys that collect Veteran feedback during the filing experience: Feedback and Intercept. The Medallia Intercept survey is enabled across all of modernized VA.gov. It randomly “intercepts” 5% of VA.gov users who have had a 20-second or more extended session.

Current state

DBEX UX Teams 1 and 2 have reviewed Medallia data in the last year, but focused on Feedback responses. Other product teams have described the Intercept survey appearing too early in the form; other teams (such as Debt) have explore moving the Intercept to the end of the form to avoid pop-ups and fragmenting the filing experience.

---

Tasks

• [ ] Review current month of Medallia data
• [ ] Look at other solutions (such as Debt) for addressing problems
• [ ] Develop options for improving the survey
• [ ] Collaborate w/ OCTO and Contact Center to discuss and implement changes

Acceptance Criteria

• [ ] Changes to Intercept survey are proposed to OCTO and Contact Center

  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, Console-Services, 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.)

[pacerwow]

@evelynhilbrichdavis I'd like to be Consulted on this task "Develop options for improving the survey" please. CC @lisacapaccioli in case you're also interested.

[pacerwow]

Open question - Is it possible to target the Veterans who see the new Toxic Exposure questions?

[evelynhilbrichdavis]

Confirming problems with our intercept survey distribution with a recent data pull. Of the 85 Intercept responses received for Medallia Intercept (July-Aug 9 2024), 65% of them were from the very beginning of the form.

• 48 responses came from Start and Introduction pages (before form is begun)
• 7 responses from the first page, Veteran-information