[CST] Journey Map for Silent Failures MVP Solution and Opportunity Areas

[skylerschain]

Value Statement

As a BMT team member
I want to understand the proposed user journey of sending emails for Silent Failures
So that I can assess the quality of that user journey solution and identify any possible opportunities for improving it

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Background Context

As part of the Silent Failures initiative we are looking at how to notify Veterans that a submission has failed. The MVP solution to this includes email, which is what most teams are doing.

The question for CST is whether there are any CST-specific UX solutions that could help inform Veterans of silent failures and allow them to remedy the situation from within VA.gov.

In order to understand the baseline user experience with the VA Notify email, we want to create a journey map that documents what Veterans will see and when they will see it. The journey map will also include details about possible gaps in the UX, data availability, and any ideas for CST features related to silent failures that seem worth pursuing.

New Feature

• Why are we doing this work?
• Epic Link

Outcome, Success Measure, KPI(S), and Tracking Link

• Add here

Design Notes

• Design/Product Sync Notes
• CST Evidence Submission Backend Documentation

Enablement team (if needed)

@member of team

Engineering

• Add here

Out of scope

• Add here

Open questions

• Exactly which failures are we solving for?
• What would the user experience be if we implemented email solution?
• What does the VA Notify email to Veterans actually look like, and how much flexibility for customization is there?
• Do emails for different teams have access to different data?
• How much control do we have over the email template visuals?
• VA Notify backend documentation: what databases do they have access to?
• Can we use webhooks to add additional information to the email

Tasks

• Create a journey map that documents the email flow
• Include in the journey map answers to the open questions above
• Include in the journey map some identification of opportunity areas where we could improve the user experience

Definition of Done

• Meets acceptance criteria
• Passed E2E testing (90% coverage)
• Passed unit testing (90% coverage)
• Passed integration testing (if applicable)
• Code reviewed (internal)
• Submitted to staging
• Team approved production verification process
• Design performs design QA and verifies the implementation matches the design spec
• Accessibility specialist performs accessibility review (in code or design)
• Engineering identifies staging users required to test and shares account and credentials with design and product
• Product performs functional QA and verifies acceptance criteria was met

Acceptance Criteria

• Journey map created
• Journey map shared with BMT team
• Journey map shared with OCTO enablement team

[uxgary]

link to journey map