Josie Hyson - Support shadowing experience
Steps
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Coordinate with a support team member to setup a quick chat for shadowing. If a sync meeting is not possible then tag the support team member in a comment on this issue and ask them to suggest a few slots in which the shadowing could be done. (Details on how to find a support team member to be added). - Set up a calls with
@chantalskye
and@arihantar
- Set up a calls with
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On the day decided for shadowing, ask the support team member if they could loop you in on a support issue they are working on so that you can follow along. If the discussion is happening in a support team slack channel, join the slack channel temporarily while you are shadowing. -
Try to understand the problems that the support team members face when dealing with customer issues. -
[Optional] If there are any useful notes during the shadowing that could help, add a notes section in this issue’s description. -
[Optional] Propose a solution / process improvement if you think there was scope for improvement. -
Take a moment to go through the key takeaways and retrospective sections below and drop your thoughts. -
Thank you for spending your valuable time in shadowing a stakeholder. You can close this issue 🙂
Key Takeaways
- During the shadowing, did you find any areas where we could improve the process (like improving communication to support team members about feature launches, notifying of possible affected areas after releases etc.) which could help the support team?
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Yes, I raised a couple of issues (https://gitlab.com/gitlab-org/fulfillment-meta/-/issues/694#note_1132318182) -
No, I did not find any during the shadowing.
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Retrospective
- Did the shadowing exercise help in building empathy toward the support team?
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Yes -
No
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Suggested Shadow Day Workflow
- Discuss whether there are any calls (like pairing with other support members) during the day that you can join - gives you insight into how customer problems are approached, troubleshot and responded to
- SE (support engineer) walks you through how they start their day, gives you a tour of the tools they use and what tasks they take on on an average day - you can ask questions about what helps or harms their efficiency, their thoughts on processes and workflows in place
- SE selects a couple of requests or tickets to go through with you to highlight anything important they might want to talk through
- Fulfillment member documents, create action items and share their learnings with the Fulfillment team
Edited by Josianne Hyson