Make options for getting in touch with us more prominent

[samanthachui]

Needs design

Suggestions:

1. Include both an option to email data-help@humancellatlas.org if you have questions or need support or share feedback by filing a ticket in https://hca.canny.io/dcp
2. Right now the help email is buried amongst a lot of text, move it or make it stand out more.
3. Note that we plan to add an FAQ to the page as well, so that may influence how you want to design this.

[kbergin]

If it's helpful, I think canny has a widget that can be incorporated into a website directly. That may be the most user friendly!

https://hca.canny.io/admin/settings/install

[malloryfreeberg]

What would determine whether someone emails data-help or files a ticket using canny? If we are going to have 2 ways people can ask questions, it needs to be clear what different needs each avenue will meet.

[kbergin]

Hm, I would think of the help email like a help desk where a user has a question. Like the one we just had about the 10x command for the data. Canny would be a place for users to submit ideas for improvement, new features, potentially they'll submit bugs if they aren't familiar with going to github and we can triage from there. I could see how the question we got about 10x command could be phrased as a feature/improvement on Canny like : "Please include the commands used to generate the data on the preview site". So you're correct in that it's a fine line to have two ways of contact.

The thing I like about Canny, is that a user could go to it and see that others have had the same problem, and can up vote it. Or they can see that a feature is already planned and feel reassured that it will be fixed. Thoughts?

[malloryfreeberg]

I agree that there is a need for a "public" place of new ideas, suggestions, questions, etc. This format sounds like canny or a public forum to me, which I think @jodihir and others are thinking about. That being said, we very well might have questions that come into ZenDesk (data-help email) that might be useful to have in a public place so that other users with the same question can see the answer. We might need to consider how heavily we promote "public place" versus "helpdesk email".

To be clear, I'm not arguing for/against any particular platforms for fielding user feedback/questions. I am arguing against having too many platforms for accepting and fielding questions/feedback. Stated as user stories:

As an HCA DCP team member supporting users, I don't want to have to check more than like 2 different platforms each day to see if there are questions I have to respond to.

As a data contributor, data consumer, or portal developer, I don't want to have to search more than 1 public place to see if my question has been asked/answered before.

I'm bringing this issue up now before someone spends their time designing a public forum or canny space, only to toss it out later because the DCP decided on a different platform :)

[jodihir]

This has come up in other discussions and I think really bears thought. For the secondary analysis pipelines, we want to have a forum-type space where users can publicly ask and get answers to questions and the community can respond as well. Hopefully this would be a space for public iteration of technical issues, especially around pipeline development, and experimental issues. The GATK team here uses Vanilla Forums to host a very active forum; it's a great enhancement to documentation and helps build community. I think Zendesk fits in for more immediate short-term issues; it also provides a space where a user can privately ask a question. I just learned that the GATK team here also uses Canny, but they use it as an internal method for tracking user feedback between teams (in their case Comms and FireCloud teams). That might be a helpful option for us too - tracking user feedback among teams in the 4 boxes.

[kbergin]

Yes, we use it internally just so we aren't interviewing the same users over and over, have one database of user feedback across all products, and have a better sense of how many times we've heard particular feedback. It's quite useful even in that way, without it being public to users.

On Thu, Apr 12, 2018 at 1:10 PM, Jodi Hirschman notifications@github.com wrote:

This has come up in other discussions and I think really bears thought. For the secondary analysis pipelines, we want to have a forum-type space where users can publicly ask and get answers to questions and the community can respond as well. Hopefully this would be a space for public iteration of technical issues, especially around pipeline development, and experimental issues. The GATK team here uses Vanilla Forums to host a very active forum; it's a great enhancement to documentation and helps build community. I think Zendesk fits in for more immediate short-term issues; it also provides a space where a user can privately ask a question. I just learned that the GATK team here also uses Canny, but they use it as an internal method for tracking user feedback between teams (in their case Comms and FireCloud teams). That might be a helpful option for us too - tracking user feedback among teams in the 4 boxes.

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