UX Scorecard - Enablement:Geo FY21-Q1 - Self-managed installation experience

• Personas: Sidney

• JTBD: When Sidney is installing Geo, she wants to complete it as quickly as possible, so that she can start using and exploring the product.

• Previous score and scorecard: N/A

• User flow (high-level):

• Experience mapping: Mural

• Benchmark score: D+

• Slide deck

• Walkthrough video

UX Scorecard Checklist

Learn more about UX Scorecards

1. Add this issue to the stage group epic for the corresponding quarter's UX scorecards.
2. After working with your PM to identify a top task, write it using the Job to Be Done (JTBD) format: When [situation] I want to [motivation] so I can [expected outcome].
3. Make note of which personas might be performing the job and link to them from this issue's description. Keeping personas in mind allows us to make the best decisions to address specific problems and pain points. Note: Do not include a persona in your JTBD format as multiple types of users may complete the same task.
4. Review the current experience, noting where you expect a user's high and low points to be. Capture the screens and jot down observations.
   • If you're re-scoring the experience, recapture the entire flow. You will likely have some of the artifacts (i.e. a UI screen that wasn't changed) that you can simply reuse.
5. It's also advised that you ask another person (internal or external) relatively new to the worfklow to accomplish the JTBD. Record this session, and document their experience of the JTBD. Note that an additional user isn't currently required, but can provide valuable insights that you might not have thought of. Depending on how complex the JTBD is, and how familiar the task is to you, you can invite additional participants so you can get a broad view of the JTBD. If you approach this as a usability study and follow a process approved by a UX Researcher, you may apply an appropriate research label.
6. Using what you learned in the previous steps, apply the following Emotional Grading Scale to document how a user likely feels at each step of the workflow. Add this documentation to this issue's description.
   • Positive: The user’s experience included a pleasant surprise — something they were not expecting to see. The user enjoyed the experience on the screen and could complete the task, effortlessly moving forward without having to stop and reassess their workflow. Emotion(s): Happy, Motivated, Possibly Surprised
   • Neutral: The user’s expectations were met. Each action provided the basic expected response from the UI, so that the user could complete the task and move forward. Emotion(s): Indifferent
   • Negative: The user did not receive the results they were expecting. There may be bugs, roadblocks, or confusion about what to click on that prevents the user from completing the task. Maybe they even needed to find an alternative method to achieve their goal. Emotion(s): Angry, Frustrated, Confused, Annoyed
7. Use the Grading Rubric to provide an overall measurement that becomes the Benchmark score for the experience (one grade per JTBD), and add it to this issue's description. Document the score in the UX Scorecard Spreadsheet.
8. Once you’re clear about the user’s path, create a walkthrough video that documents the existing experience. Begin the video with a contextual introduction including: your role, stage group, and a short introduction to your JTBD and purpose of the UX scorecard. This is not a "how to" video, but instead should help build empathy for users by clearly showing areas of potential frustration and confusion. (You can point out where the experience is positive, too.) The Emotional Grading Scale you documented earlier will help identify areas to call out. At the end of the video, make sure to include narration of the Benchmark Score. Examples here and here.
   • If you're re-scoring the experience, walkthrough the entire flow again. For narration, you can highlight the recent improvements but still call out any areas that could still use some tweaking (in the next round of iterations, if applicable). The re-score video, in theory, should be shorter since we've hopefully eliminated a few bumps in the user flow.
9. Post your video to the GitLab Unfiltered YouTube channel, and link to it from this issue's description.
10. Link to your video in the Engineering Week in Review.
11. Create a recommendation issue for this JTBD and add it to the same stage group epic as this issue.
12. Following the UX Scorecards setup instructions, create an issue (and epic, if needed) to rescore the same JTBD the following quarter to see if we have made improvements. We will use the grades to monitor progress toward improving the overall quality of our user experience. Add that issue as related to this issue.