This reports outlines the analysis of support requests raised by Trainees between September 2022 to March 2023, while attempting to access the TIS self-service website. The report identifies the different themes of the issues and provides recommendations for improving the Multifactor Authenticator (MFA) app user journey.
Findings
During the period under review, a total of 45-50 support tickets were raised by the trainees. The support requests were categorised into four different themes: verification codes not received, user journey issues, change in device issues/ reset password, and security issues.
The most common support request was related to trainees not receiving verification codes, which could be attributed to trainees using incorrect email addresses, poor network environments or delays in receiving the codes. Another significant theme was change in device issues/reset password, which occurred when trainees were unable to access their accounts after changing their devices or resetting password on web application.
Regarding security issues, only one trainee raised concerns about account details request, which requires tickets monitoring.
Actions and Recommendations
Based on the analysis findings, it is recommended to identify unhappy paths or pain points along the user journey using MFA when signing up/in into the TIS self-service.
User research findings shows that a delay of 7-8 minutes is experienced in receiving verification codes, and difficulty gaining access into account when their is a change in device or lost of device requiring resetting of the account.
Therefore, it is recommended that the delay in receiving verification codes should be reduced or improved upon (current time 7-8min) Though, this is attributed to the Mimecast set-up within NHS and the activities on NHS web. Additionally, support data should be continually monitored and reported for any increase in support for trainees not receiving code, and reset MFA issues due to lost or change in device.
Thematic analysis on mural
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