Create a job map for incident management
In #216479 (closed), the Monitor:Health group started the process of consolidating previous research, identifying existing JTBD and defining next steps for the JTBD in each category.
For incident management, we've already done a number of user interviews:
- Incident Management Viable Epic
- Incident Management Research User Interview Insights
- Incident Management Affinity Map Mural
From these interviews, we've identified a primary and secondary JTBD:
Primary JTBD:
During an active incident, I want to resolve the incident, so that my systems are functionally restored.
Secondary JTBD:
During an active incident, I want to reduce the time to resolution, so I can get the things back up and running as quickly as possible.
User stories based on these JTBD (or maybe Job Stories, TBD):
- During an active incident, I want to have quick access to my teammates and to communications channels, so we can get to the root cause of the issue as quickly as possible.
- During an active incident, I want to publicize important updates, so that stakeholders can stay informed.
- During an active incident, I want to see all the relevant data, so that I can more quickly pinpoint the root issue.
- During an active incident, I want to automatically apply fixes to known problems, so that I don't have to manually fix things.
- During an active incident, I want all of my tools to work well together so that I don't waste time switching between different tools as I investigate and resolve an incident.
- During an active incident, I want my tools to automate as much of my incident response as possible, so I spend more time resolving the incident and less time documenting my work.
- When the incident is over, I want key details captured so that I can learn from the present incident and more easily resolve similar future incidents.
- When an incident is over, I want to generate reports about the incident to share with stakeholders so I can more easily facilitate discussions about the incident with those stakeholders.
- Between incidents, I want to review the trends of my incident resolution, so I can track how my response to incidents is evolving over time.
- Between incidents, I want summary information about my application surfaced to me so I can proactively investigate irregularities before they become large incidents.
Next steps for this category
This issue will be for creating the job map for incident management. When all four categories have been mapped, we can conduct the validation survey as part of ux-research#859 (closed)