# Member benefit redemption survey

Improve benefit access instructions.

If nothing was unclear or difficult, say so. Skip questions about steps you did not experience; use not applicable where appropriate.

## 1. Which redemption step was unclear?

Answer: ____________________

## 2. What restriction needed explanation?

Answer: ____________________

## 3. What help route was missing?

Answer: ____________________

## Author notes / illustrative keys where applicable

1. Look for step clarity.
2. Look for restriction meaning.
3. Look for help need.

Interpretation caution: Do not imply benefit eligibility.


## Illustrative finding and follow-up

Observation: Benefit pages omit activation instructions.

Action to test: Add verified activation guidance.

Follow-up: After the proposed change, ask relevant participants whether this original issue still occurs: Benefit pages omit activation instructions. Record what they experienced, including none or not applicable; changes in the sample do not establish causation.