2019Q2 Exp. baseline for Reviewing changes (Round 2)
Job To Be Done
Reviewing changes: When someone needs to know what changes or improvements are needed in their work, I want to share my feedback quickly and effectively, so I can dedicate more time to other tasks, knowing that the author has the right information to proceed.
Experience walkthrough: INSERT LINK HERE
- If your JTBD spans more than one stage group, that’s great! Review your JTBD with a designer from that stage group for accuracy.
- Document the current experience of the JTBD, as if you are the user. Capture the screens and jot down observations. Also, apply the Emotional Grading Scale below to document how a user likely feels at each step of the workflow.
- Use the Grading Rubric below to provide an overall measurement that becomes the Benchmark Score for the experience.
- Once you’re clear about the user’s path, create a clickthrough video that documents the existing experience. Begin the video with a contextual introduction including: your role, stage group, and a short summary of the baseline initiative. 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.
- Post your video to the GitLab Unfiltered YouTube channel, and link to it above.
- Create an issue to revisit 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.
Emotional Grading Scale
- 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
A (High Quality/Exceeds): Workflow is smooth and painless. Clear path to reach goal. Creates “Wow” moments due to the process being so easy. User would not hesitate to go through the process again.
- Frustration: Minimal to none
- Task Completion: Successful
- Steps to Accomplish Task: Minimal
B (Meets Expectations) Workflow meets expectations but does not exceed user needs. User is able to reach the goal and complete the task. Less likely to abandon.
- Frustration: Low
- Task Completion: Successful
- Steps to Complete Task: Minimal
C (Average) Workflow needs improvement, but user can still finish completing the task. It usually takes longer to complete the task than it should. User may abandon the process or try again later.
- Frustration: Medium
- Task Completion: Successful but with unnecessary steps
- Steps to Complete Task: Average complexity
D (Presentable) Workflow has clear issues and should have not gone into production without more thought and testing. User may or may not be able to complete the task. High risk of abandonment.
- Frustration: High
- Task Completion: Unlikely, but there may be a chance that there is completion
- Steps to Complete Task: Excessive
F (Poor) Workflow leaves user confused and with no direction of where to go next. Can sometimes cause the user to go around in circles or reach a dead end. Very high risk of abandonment, and user will most likely seek other methods to complete the task.
- Frustration: Very High
- Task Completion: Very Unlikely
- Steps to Complete Task: Lacking