UX monitoring of TE Release (v1.0 75-100% and v1.1 5-10% rollout)

[evelynhilbrichdavis]

Issue Description

We need to implement UX monitoring for the upcoming release of Toxic Exposure to ensure that the user experience meets our quality standards and to identify any potential issues early. This will involve both quantitative data collection and qualitative feedback to provide a comprehensive view of user interactions and satisfaction.

Note: This monitoring will run the course of the 1.0-1.1 roll-out, but the tickets have been divided to cover shorter increments of the rollout. Each ticket includes one qualitative data pull and a few w/ just GA4 success metrics.

Monitoring tools:

1. GA4 to track form metrics (especially opt-in, form exit, and abandonment)
2. Medallia survey data-- qualitative and quantitative feedback
   • Satisfaction (Feedback survey)
   • Overall experience (Intercept survey)
   • Understandability (Intercept survey)
   • Trust (Intercept survey)
3. Contact Center data (MyVA411)

Mpnitoring Artifacts:

1. TE Monitoring Document
2. Review Medallia survey data to prepare for TE launch#88714

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Tasks

• [ ] @pacerwow Update TE Monitoring Document at each increment and share out with #benefits-disability channel
• [ ] @pacerwow Troubleshoot any strangeness/concern in the numbers with product and eng
• [ ] @pacerwow @evelynhilbrichdavis Escalate problems to OCTO and engineering team
• [ ] @evelynhilbrichdavis Analyze GA4 data and user feedback from Medallia surveys/CC Team
• [ ] @evelynhilbrichdavis Compare Medallia insights with quantitative data from GA4
• [ ] @aurora-a-k-a-lightning or eng validates 1.1 5-10% numbers before share-out
• [ ] @aurora-a-k-a-lightning or eng calculates # of TE applications to support survey/call data

Acceptance Criteria

• [ ] @pacerwow shares metrics update day after increment closes (#disability benefits)
• [ ] @evelynhilbrichdavis shares survey/call update after data has been processed (#disability benefits)
• [ ] Keep track of findings that could support planning for upcoming Toxic Exposure usability study.

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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.)

[evelynhilbrichdavis]

@pacerwow I added our socializing responsibilities and added eng support to validate early numbers and get the count Aurora is pulling now.