[2019Q3] Experience baseline - Receiving and Configuring Issue notifications and To Dos (Revisited)
Job To Be Done
Let's focus on Delaney's (and Sasha, Presley) job for the purpose of this OKR. I have added Parker's for context.
Delaney, Sasha, and Presley’s Job: When requirements or scope change, I want to be notified quickly so that I can understand exactly what we are building, adjust my estimations (or ask for more time), and collaborate with my PM on if something should be descoped in order to avoid going over capacity and/or not completing quality work as planned.
Parker’s Job: When requirements, implementation methods, or capacity changes, I want to be notified quickly so that I may adjust resources, due dates, or edit scope in order to keep my roadmap updated, on-track, and visible to stakeholders and customers.
User feedback
I’m frustrated when work is inaccurately scoped, because it causes stress and eats into time planned for other work. - Sasha
When a deliverable is requested, I want to have clear, up-to-date requirements that I can reliably refer back to throughout the design process. - Presley
It can be difficult to know the status of certain requirements, when my team members do not take the time to update the various tools we use. - Parker
Experience baseline
- Benchmark Score:
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- Experience walkthrough:
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- Document:
- Mural:
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- PDF:
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- PNG:
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- Mural:
Tasks
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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 walks through the experience and includes narration of the Emotional Grading Scale and 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
Expand/collapse 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
Grading Rubric
Expand/collapse rubric
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