Independent prototype using public U.S. Government help content and synthetic telemetry. Not affiliated with or endorsed by the Department of Defense, the Defense Health Agency or PEO DHMS. No PII or PHI.
CareLoopCustomer care loop for a product go-live

Screen 3 of 5 · Insights inform product design

Insights to backlog

Every hand-off and low-confidence answer is a signal that either the help content or the product itself has a gap. CareLoop groups them into themes, counts the evidence and drafts a backlog item for the product team.

35 synthetic + 0 from your session

Method

Questions are turned into TF-IDF vectors (common go-live words removed, synonyms expanded) and grouped by average-link clustering on cosine similarity. A transparent rule table maps each theme to a backlog item; themes that map to the same item roll up. Hand-offs you create on the assistant screen join the pool below and are labelled “your session”. The 35 seeded questions are synthetic, written for this prototype.

  1. T1: Sign-in recovery path inside the app

    Evidence: 7VA: 3TRICARE: 4

    Top terms: sign, code, passcod, phon

    Example questions

    • “Sign-in code never arrives on my phone” (synthetic, thumbs-down)
    • “Locked out after too many sign in attempts” (synthetic, handoff)
    • “My DS Logon stopped working, what account do I use to sign in now?” (synthetic, handoff)
    • “Can't sign in, the MFA code says expired” (synthetic, handoff)

    Suggested backlog item · Identity and sign-in

    As a user stuck at sign-in, I get a step-by-step recovery flow (code not arriving, locked account, new device) before I am offered a person.

    Success measure: Sign-in tickets per 100 new users; time to first successful sign-in

  2. T2: Show and fix assigned clinic after a move

    Evidence: 6TRICARE: 6

    Top terms: clinic, facility, mtf, wrong

    Example questions

    • “Portal shows the wrong clinic after our PCS move” (synthetic, handoff)
    • “Still assigned to my old base clinic after moving, messages go to the wrong team” (synthetic, handoff)
    • “After transfer to a new base the app lists my old PCM” (synthetic, handoff)
    • “How do I change my assigned clinic after we moved?” (synthetic, low-confidence)

    Suggested backlog item · Enrollment and clinic assignment

    As a beneficiary who just moved, I can see which clinic and care team I am assigned to and start a change, so my messages and appointments go to the right place.

    Success measure: Wrong-clinic tickets in the 30 days after a move

  3. T3: Carry clinician favorites and order sets into go-live

    Evidence: 5Clinician: 5

    Top terms: order, favorit, templat, ehr

    Example questions

    • “My order sets are not in the new EHR” (synthetic, handoff)
    • “Favorites and order templates missing after go-live” (synthetic, handoff)
    • “Where did my clinical note templates go after the go-live?” (synthetic, handoff)
    • “Pediatric order set not loading in the new system” (synthetic, handoff)

    Suggested backlog item · Clinician workflow and training

    As a clinician on day one, my personal order sets and favorites are already set up, so I can complete my first patient encounter without calling support.

    Success measure: Clinician time to first completed encounter; Tier-2 tickets in week 1

  4. T4: Self-service proxy access for family members

    Evidence: 5TRICARE: 5

    Top terms: proxy, acces, see, dependent

    Example questions

    • “How do I get proxy access to my son's health record?” (synthetic, handoff)
    • “My spouse can't see our daughter's appointments, how do we add her as proxy?” (synthetic, handoff)
    • “Proxy access for my child disappeared after the new portal went live” (synthetic, handoff)
    • “How do I request proxy access for a dependent over 13?” (synthetic, handoff)

    Suggested backlog item · Patient portal: account and access

    As a parent or spouse, I can request and see proxy access status in the portal, so I do not have to call or visit to manage a family member's care.

    Success measure: Proxy-related hand-offs per 100 new users

  5. T5: Medication list reconciliation prompt after go-live

    Evidence: 4TRICARE: 3VA: 1

    Top terms: refill, medicat, prescription, miss

    Example questions

    • “My medication list is wrong after the switch to the new portal” (synthetic, handoff)
    • “Refill button missing for my prescription after go-live” (synthetic, handoff)
    • “Prescription shows at my old pharmacy, how do I refill here?” (synthetic, low-confidence)
    • “Medications from my old record are missing, can't request a refill” (synthetic, handoff)

    Suggested backlog item · Pharmacy

    As a patient whose records moved to the new system, I am prompted to review my medication list and flag anything wrong, so refills are not blocked.

    Success measure: Refill-related tickets per 100 new users

  6. T6: Notification preferences users can check and test

    Evidence: 4TRICARE: 3VA: 12 clusters rolled up

    Top terms: reminder, text, appointment, turn, messag, email

    Example questions

    • “Didn't get an appointment reminder text” (synthetic, thumbs-down)
    • “How do I turn on text reminders for appointments?” (synthetic, low-confidence)
    • “No email notification when my doctor replied to my message” (synthetic, handoff)
    • “Notifications go to my old email address” (synthetic, handoff)

    Suggested backlog item · Notifications

    As a patient, I can see where reminders will be sent and send myself a test, so I do not miss appointments or messages.

    Success measure: No-show rate; 'didn't get reminder' hand-offs

Not yet a theme

Single questions that did not cluster. They stay in the pool; a second similar question turns them into a theme.

  • “Can I manage my teenage kid's records or does he need his own account?” (synthetic)
  • “Inbox settings did not carry over, results not routing to me” (synthetic)
  • “Is the patient portal available in Spanish?” (synthetic)
  • “Can I upload a photo of my rash?” (synthetic)