Fixing Supply Reorder Errors On VA.gov

Improving the user experience on the VA.gov platform is an ongoing process, and a recent investigation has highlighted a key area for improvement within the supply reordering system. This article dives into the issue, the proposed solution, and the expected outcomes of updating the error boundary logic. We'll explore how these changes will enhance the user experience, particularly for veterans managing their healthcare supplies. Let's delve into the details of the problem and the steps taken to resolve it, ensuring a smoother and more informative experience for all users. The focus is on ensuring that users, regardless of their login status, receive clear and helpful error messages when issues arise.

The Core Problem: Hidden Errors and Blank Spaces

The root of the problem lies within the Error Boundary implementation in the App.jsx component of the health-care supply reordering application. The existing setup, as discovered during the investigation detailed in ticket #122839, presented a significant issue. The error messages were only displayed to logged-in users. This meant that any errors occurring during an unauthenticated session – when a user wasn't logged in – would result in a blank space instead of an informative error message. This is a critical issue as it prevents users from understanding why a process failed. The design wasn't properly communicating the root cause of the problem to the users. This lack of feedback severely hinders the user experience and leaves users in the dark.

This gap in communication is especially problematic because it doesn't give users the information needed to resolve the issues. This also made it difficult to troubleshoot backend errors. The main reason for this problem is the isLoggedIn value in the render condition for the ErrorMessage component. It controls whether the error messages will be displayed. When this is set, the users will be met with a blank page. The developers must make changes to ensure that error messages are shown to all users, regardless of their login status. This is to ensure a consistent and informative user experience across the board.

The Impact of Intermittent Errors

The intermittent nature of the errors, as noted in the initial reports, added complexity to the problem. It made the issue difficult to diagnose and reproduce consistently. The inconsistency could be linked to various factors such as browser-specific issues, or temporary server problems. The team must conduct a thorough investigation to ensure the solution addresses the different underlying causes of errors. Because of the intermittent errors, it’s even more important to have a robust error-handling system. The system should provide consistent feedback and make troubleshooting backend issues much easier.

The Solution: Updating the Error Message Component

The proposed solution involves a few key changes to the ErrorMessage component. The primary change is the removal of the isLoggedIn value from the render condition. This means that the error messages will be displayed regardless of the user's authentication status. The changes ensures that all users receive a helpful message when a server-side error occurs. This is the main goal in terms of improving the UX during an error.

In addition to the core change, the developers should revisit the fetchFormStatus method. The current setup resets errors if the user isn't logged in. This prevents the error messages from displaying during an unauthenticated session. Revisiting this method is key to ensuring that errors are consistently displayed. The developers need to update the logic to retain and display the error messages. This will allow the users to see what caused the issue, providing a better user experience. The main goal here is to enhance the transparency of the application, so that the users can easily understand the issue and know when to take action.

Detailed Steps to Implement the Solution

The development team will need to make some specific changes to implement the fix effectively. The following steps should be followed to reproduce the issue and verify the solution. The steps make it simple for anyone to check and make sure the issue is fixed.

1. Modify Mock Data: In the src/applications/health-care-supply-reordering/mocks/index.js file, set the toggleInternalServerError variable to true. This action simulates a server-side error, which helps in testing the error-handling logic.
2. Simulate Session Expiration: In the src/applications/health-care-supply-reordering/actions/index.js file, provide a valid expired date for the X-Session-Expiration header. This will trigger the logic that sets the sessionExpiration value in local storage. This will help developers ensure that session-related errors are handled correctly.

By following these steps, developers can simulate the error conditions. The tests should be performed to ensure that the error messages are displayed correctly to both logged-in and logged-out users. This makes the testing process simple and easy to verify the fix.

Expected Results: Improved User Experience

The expected outcome of the updates is a significant improvement in the user experience. By displaying error messages consistently, the application will provide a more informative and user-friendly interface. Regardless of their login status, all users will be informed of any issues. This helps in understanding what went wrong and what steps can be taken to resolve the problem.

Visual Improvements

Unexpected	Expected

The images clearly illustrate the importance of these changes. In the "Unexpected" scenario, the user sees a blank space. The user is left without any feedback, which is not good for the UX. With the changes in place, the "Expected" result shows a clear error message. This guides the user and provides the necessary information. The difference between the "Unexpected" and the "Expected" scenarios highlights the improvements brought about by the update.

Benefits for All Users

The changes will benefit all users of the supply reordering system. The users will receive clear and helpful feedback. These changes will lead to:

• Increased Transparency: Users will gain insight into issues that occur, enhancing their understanding and ability to address problems.
• Improved Troubleshooting: Developers will have better access to information. This will help in identifying and fixing the underlying issues more quickly.
• Enhanced User Satisfaction: Users will have a better experience when using the platform. They can easily understand and resolve any issues they encounter.

Additional Considerations and Future Steps

While the primary focus is on displaying error messages consistently, there are additional considerations. The development team should evaluate the specific error messages displayed to ensure they are clear, concise, and helpful. Is there a need for new error messages for users who are not logged in? The team should address the specific needs of unauthenticated users and provide appropriate guidance. This includes making sure the error messages are easy to understand and provide actionable advice.

Long-Term Maintenance and Improvement

To ensure the long-term effectiveness of the solution, the team should implement monitoring tools. The team will be able to track the occurrence of errors. This data will help in identifying and fixing emerging issues. Regular review of the error-handling logic will also be important. The reviews will make sure that it continues to meet the needs of the users. These steps are essential to maintaining the quality and reliability of the platform.

Conclusion: A More Reliable VA.gov Experience

Updating the error boundary logic is a critical step in enhancing the VA.gov platform. By ensuring that error messages are displayed consistently, regardless of a user's login status, the team will improve the overall user experience. This update helps in creating a more reliable, transparent, and user-friendly system. The work will contribute to a more positive experience for veterans managing their healthcare needs. It ensures that users are always informed and supported.

For more information on the VA.gov platform and its ongoing improvements, visit the official VA.gov website.