FY22 Q4 UXR KR3: Establish a delivery process for SUS detailed verbatim findings for stages
Background
Each quarter, SUS insights are captured via verbatim and categorized in common themes. Stage groups are identified in the Google Sheet for each relevant verbatim, but those aren't explicitly communicated out to specific stages.
The Problem
While categorizing verbatim by common themes is useful and effective at organizing insights in a structured manner, verbatim that's specific to a given stage often gets lost in the mix. Stage specific verbatim can provide valuable insights to those stage groups who are trying to improve those experiences.
The Solution
Establish a process to: 1) identify verbatim associated with specific stages, 2) deliver that stage-specific verbatim to those specific stages. Note that assigning verbatim to a specific stage is presently a manual process (for accuracy) and will still need to be done - most likely by several individuals after @NickHertz's first pass.
Scope
The scope of this iteration will be limited SUS verbatim and attributes associated with each verbatim. Future iterations could explore including the individual SUS questions and emotions derived from data science.
STRETCH GOAL:
- Review historical SUS verbatim findings to association the verbatim content with applicable stage groups.
Requirements
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Additional pages within the main SUS Google Sheet would be created, to represent stages. Each page would contain a list of verbatim associated with that stage, along with the following information, per row:
- Fiscal Year
- Quarter
- SaaS or Self Managed
- Verbatim
- SUS score
- SUS theme
- New or Mature user
- Plan Type
- Stage
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Ideal if the Google Sheet page would automatically populate upon selecting the stage within the 'main' verbatim Google Sheet page. This is to prevent copy-and-paste errors and improve efficiency.
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The individual UXRs will share out the link via Slack to the stages they each cover. The link will be unique to the specific page within the Google Sheet, which contains verbatim for their specific stages.
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The UXR Manager will create an issue each quarter to track the progress of the UXRs who are sharing out the above stated links.
Steps
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2021-11-03: @asmolinski2 Kick off process with Christie to match stage with verbatim (Link to Q3 Verbatims) -
2021-11-05: @asmolinski2 Work with @NickHertz to create new Google Sheet pages, or explore other routes -
2021-11-10: @NickHertz Investigate if automated population is possible -
2021-11-10: @asmolinski2 Create sample messaging text for UXRs to use when sharing out the stage-specific insights -
2021-11-16: @asmolinski2 Ensure all stages in the Google Sheet dropdown are accurate -
2021-11-16: @asmolinski2 Document key Slack channels per stage for communication -
2021-11-19: @asmolinski2 Pilot sharing out with Q3 SUS findings for 1+ stages -
2021-11-19: @NickHertz Deliverable: edit SUS Google Sheets template to include the addition of Stage Verbatim tabs that auto-populate. -
2021-11-19: @NickHertz: include a checkbox/step in your SUS process to account for this to be done by PDMs and track communication by UXRs