UX Scorecard - Monitor: FY22-Q3 - Creating an on-call schedule

• Personas: Sasha (Software Developer), Devon (DevOps Engineer), Sidney (Systems Administrator)
• JTBD: I want to set up on-call schedules to handle my alerts so I can be confident that, if an alert is firing, the appropriate people will be paged.
• Previous score and scorecard: N/A
• Benchmark score: B- (3.73)
• Walkthrough video
• Walkthrough deck
• Scoring Notes: Scorecard heuristics
• Recommendations: Full list of issues visible in the linked issues widget.

Experience Maps

Paid group, Maintainer | Creating an on-call schedule & escalation policies.

Paid group, non-maintainer | Creating an on-call schedule & escalation policies.

Free user | Creating an on-call schedule & escalation policies.

🔍 View Mural

Score

The score excludes the Non-maintainer and free user journeys above.

B- (3.73)

View scoring sheet

Heuristic Buddy UX Scorecard Checklist

The Heuristic Buddy UX Scorecards are a twist on our UX Scorecard process. These are specifically designed to help identify areas of usability and learnability improvements. They are to be completed by a designer who does not work within the same product area(s) the job can be completed in. Learn more about UX Scorecards

The initial preparation is completed by the Group Product Designer. When the preparation has been completed they will hand it over to the Heuristic Buddy to complete the evaluation who will hand it back to the Group Product Designer when completed to add any recommendations. Read through the steps below for details.

Group Product Designer (Expert)

1. Add this issue to the stage group epic for the corresponding UX scorecards. Verify that the "UX scorecard" label is applied.
2. After working with your PM to identify a top job, write it using the Job to be Done (JTBD) format: When [situation], I want to [motivation], so I can [expected outcome]. Review with your manager to ensure your JTBD is written at the appropriate level. Remember, a JTBD is not a user story, it should not directly reference a solution and should be tool agnostic.
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 job.
4. If your JTBD spans more than one stage group, that’s great! Review your JTBD with a designer from that stage group for accuracy. Note: This stage group's designer cannot be your Heuristic Buddy.
5. Consider whether you need to include additional scenarios related to onboarding.
6. Ping your Heuristic Buddy and let them know it's ready for them to conduct the evaluation.
7. Work with your Heuristic Buddy to ensure they'll be evaluating GitLab in the correct environment setup that is appropriate to a new user attempting to complete the JTBD that you've selected.

Heuristic Buddy (Evaluator)

1. Review the current experience, noting where you expect a user's high and low points to be based on our UX Heuristics. Using an experience map, such as the one found in this template, capture the screens and jot down observations. Ideally, use our scoring template.
   1. During the evaluation strive to wear the hat of the persona relevant to the JTBD and while doing so try to see the UI from their perspective as if they were a new user.
   2. As you progress through your evaluation this will be easy to forget so it's recommended to put a reminder somewhere in your view, such as a post-it stuck on your monitor that says "You're a new user!"
2. 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.
3. Once testing is complete, create a walkthrough video that documents what you experienced when completing the job in GitLab. Begin the video with a contextual introduction including:
   1. Your role, stage group
   2. Specify how you conducted the heuristic evaluation
   3. Add a short introduction describing the JTBD and the purpose of the UX scorecard (i.e. you're performing the evaluation in partnership with {stage group} and {product designer}.
   4. 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.)
   5. At the end of the video, make sure to include narration of the Benchmark Score. Examples here and here.
   • The walkthrough video shouldn't take you long to create. Don't worry about it being polished or perfect, it's more important to be informative.
4. Post your video to the GitLab Unfiltered YouTube channel, and link to it from this issue's description.
5. Link to your video in the Engineering Week in Review.
6. Once the evaluation has been completed ping the Stage Group Product Designer in this issue letting them know it's ready for their review.

Group Product Designer (Expert)

1. Create a recommendation issue for this JTBD and add it to the same stage group epic as this issue.
   1. Add a link to your recommendation issue(s) to this issue.