{
  "title": "Expense claim process survey",
  "questions": [
    "Were eligible items and required documents clear?",
    "Which submission step caused confusion?",
    "Could you find the claim status?",
    "What explanation would help after a rejected item?",
    "What should be clearer before spending occurs?"
  ],
  "question_notes": [
    "Eligibility and documentation understanding affects whether employees can prepare a valid claim. Clarify the specific requirement against approved policy without requesting bank information or unnecessary receipt details.",
    "Submission confusion identifies a step where employees cannot translate requirements into an accepted request. Inspect field guidance and document instructions before assuming a rejection means the policy was misunderstood.",
    "Status discovery determines whether employees can distinguish received, under review and completed claims. Improve the actual tracking route without promising approval or a payment date that is not confirmed.",
    "A rejected item needs an explanation linking the decision to an applicable requirement. Identify what clarification would support a permitted next step without collecting confidential financial records.",
    "Prespending gaps reveal policy information employees need before incurring a cost. Publish verified eligibility and approval guidance rather than treating a submitted claim as evidence that spending was authorized."
  ],
  "answer_guidance": [
    {
      "question": 1,
      "format": "Short open text",
      "reason": "Let people explain the experience in their own words. Review this answer for: were eligible items and required documents clear.",
      "optional": true
    },
    {
      "question": 2,
      "format": "Short open text",
      "reason": "Let people explain the experience in their own words. Review this answer for: which submission step caused confusion.",
      "optional": true
    },
    {
      "question": 3,
      "format": "Short open text",
      "reason": "Let people explain the experience in their own words. Review this answer for: could you find the claim status.",
      "optional": true
    },
    {
      "question": 4,
      "format": "Short open text",
      "reason": "Let people explain the experience in their own words. Review this answer for: what explanation would help after a rejected item.",
      "optional": true
    },
    {
      "question": 5,
      "format": "Short open text",
      "reason": "Let people explain the experience in their own words. Review this answer for: what should be clearer before spending occurs.",
      "optional": true
    }
  ],
  "respondent_instruction": "If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate.",
  "note": "Examples to adapt. Not a validated instrument."
}