Docs: Analytics (#1818)

docs/product-and-design/.pages

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+- analytics.md
 - copy-delivery.md
-- Design Style Guide: https://www.figma.com/proto/SeSd3LaLd6WkbEYhmtKpO3/Benefits-(IAL2-Login.gov)?node-id=4942%3A17385&scaling=scale-down&page-id=4890%3A17182
+- Design style guide: https://www.figma.com/proto/SeSd3LaLd6WkbEYhmtKpO3/Benefits-(IAL2-Login.gov)?node-id=4942%3A17385&scaling=scale-down&page-id=4890%3A17182

docs/product-and-design/analytics.md

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+# Analytics
+
+The [Cal-ITP Benefits application](https://benefits.calitp.org/) uses [Amplitude](https://amplitude.com/) to collect specific user and event data properties to analyze application usage.
+
+## Information not collected
+
+The following user attributes are *not* collected:
+
+- IP address
+- Designated Market Area (DMA)
+
+See the [Amplitude analytics code on GitHub](https://github.com/cal-itp/benefits/blob/dev/benefits/core/templates/core/includes/analytics.html#L30).
+
+## User information collected
+
+A combination of default and application-specific custom user properties are collected for each user who visits the [Cal-ITP Benefits](https://benefits.calitp.org/) application.
+
+### Default Amplitude user properties collected
+
+The following attributes are collected from the browser of every user who visits the application, provided the browser does not block the tracking library:
+
+- Platform
+- Device type
+- Device family
+- Country
+- City
+- Region
+- Start version
+- Version
+- Carrier
+- OS: Operating system name and version
+- Language
+- Library
+
+Read more about each property on the [Amplitude documentation](https://help.amplitude.com/hc/en-us/articles/215562387-Appendix-Amplitude-User-Property-Definitions).
+
+### Custom user properties collected
+
+The following custom user attributes are collected when the user performs specific actions on the application, like selecing an eligibility type or transit agency:
+
+| Custom user property   | Description                        | Example value                                                                                                     |
+| ---------------------- | ---------------------------------- | ----------------------------------------------------------------------------------------------------------------- |
+| `eligibility_types`    | Eligibility type chosen by user    | `[veteran]`                                                                                                       |
+| `eligibility_verifier` | Eligibility verifier used by user  | `VA.gov - Veteran (MST)`                                                                                          |
+| `referrer`             | URL that the event came from       | [https://benefits.calitp.org/eligibility/start](https://benefits.calitp.org/eligibility/start)                                                                     |
+| `referring_domain`     | Domain that the event came from    | `benefits.calitp.org`                                                                                             |
+| `transit_agency`       | Agency chosen by the user          | `Monterey-Salinas Transit`                                                                                        |
+| `user_agent`           | User's browser agent               | `Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/119.0.0.0 Safari/537.36` |
+
+## Event information collected
+
+Information is collected on key user actions on the app, called events. Read about each event on the [Amplitude event documentation for Benefits](https://data.amplitude.com/public-doc/hdhfmlby2e). Each event is categorized within one of four categories: core, authentication, eligibility or enrollment.
+
+### Core events
+
+These events track when a user clicks on a link on the application.
+
+- changed language
+- clicked link
+- viewed page
+
+Read more on each of these events on the [Amplitude event documentation for Benefits, filtered by Core](https://data.amplitude.com/public-doc/hdhfmlby2e?categories=id%3D1702329985270%26group%3Dcategories%26type%3DString%26operator%3Dis%26values%255B0%255D%3Dcore%26dateValue%255Btype%255D%3DSINCE).
+
+### Authentication events
+
+These events track the progress of a user going through the authentication process of both signing in and optionally signing out.
+
+- canceled sign in
+- finished sign in
+- finished sign out
+- started sign in
+- started sign out
+
+Read more on each of these events on the [Amplitude event documentation for Benefits, filtered by Authentication](https://data.amplitude.com/public-doc/hdhfmlby2e?categories=id%3D1702329910563%26group%3Dcategories%26type%3DString%26operator%3Dis%26values%255B0%255D%3Doauth%26dateValue%255Btype%255D%3DSINCE).
+
+### Eligibility events
+
+These events track the progress of a user choosing an eligibility verifier and completing eligibility verification.
+
+- returned eligibility
+- selected eligibility verifier
+- started eligibility
+
+Read more on each of these events on the [Amplitude event documentation for Benefits, filtered by Eligibility](https://data.amplitude.com/public-doc/hdhfmlby2e?categories=id%3D1702329975970%26group%3Dcategories%26type%3DString%26operator%3Dis%26values%255B0%255D%3Deligibility%26dateValue%255Btype%255D%3DSINCE).
+
+### Enrollment events
+
+These events track the progress of a user who has successfully verified their eligibility and is enrolling their payment card with the system.
+
+- closed payment connection (e.g. Littlepay)
+- returned enrollment
+- started payment connection (e.g. Littlepay)
+
+Read more on each of these events on the [Amplitude event documentation for Benefits, filtered by Enrollment](https://data.amplitude.com/public-doc/hdhfmlby2e?categories=id%3D1702329910563%26group%3Dcategories%26type%3DString%26operator%3Dis%26values%255B0%255D%3Denrollment%26dateValue%255Btype%255D%3DSINCE).
+
+## Key metrics
+
+Various key metrics are collected and analyzed, including:
+
+- **Number of users who successfully completed authentication**: Users who `started sign in`, `finished sign in`
+- **Number of users who successfully verified eligibility**: Users who completed the above and `selected eligibility verifier`, `started eligibility`, `returned eligibility` with a status of `True`
+- **Numbers of users who successfully completed enrollment**: Users who completed all of the above and `started payment connection`, `closed payment connection` and `returned enrollment` with a status of `Success`