Adding new section "Help" on GO

[teklal]

This is a requirement for YU to scope and provide a light recommendation to implement to support users.

[nanometrenat]

@teklal @mariam-yu is this ticket still required or is the problem now solved by the recently-implemented Resources page?

[nanometrenat]

Bump! Has this been superceded by https://github.com/IFRCGo/go-frontend/issues/1094 or is there more work to do?

[mariam-yu]

@tovari @LukeCaley Here is a direction for the Help section: https://docs.google.com/document/d/1ISLuzPmVaLq0HGWZ_YIUn1JOBwPxfi8dLWjKCmi_ZEs/edit

We split it into a few concepts that were floating around: a) How to approach the user guides to make them more dynamic and not just a part of the Resources page. b) How to approach the information on Resources page, anything that may be needed as a Help section, and About page. c) Tools on allowing users to provide feedback and ideally categorize their feedback into buckets (e.g. bugs, new feature ideas, etc.) d) In addition to all of that, how to reach out to users for more user feedback, so actively gather their specific feedback.

Let us know if you have any questions!

[nanometrenat]

Spotted this, delighted to see that user support is up the list! Just to note that feedback/user support is needed for admin site as well (especially while there are so many functions that can only be accessed by the back end unless/until they are migrated over to the front end pretty UI :) Cheers and best wishes to all.

[tovari]

@mariam-yu, thanks for the concepts! A few notes on the above points: a) It would be great to have a Wiki-like help page that is easy to maintain (something like on linkedin: https://www.linkedin.com/help/linkedin). We could link the relevant sections from the sub pages or page sub-sections. Thomas checks if there is already something applicable at IFRC. c) @ThomasRaffort has made also a research about IT standard applications that could serve this purpose and would be easier to support by IT. The proposal is the MS Customer Voice service (https://dynamics.microsoft.com/en-gb/customer-voice/overview/). Would you mind to check it, if this could fit into your concept? Thanks!

[mariam-yu]

@tovari Regarding the 2 points: a) This is a great example of a Help page, but it's a stand alone one and is very useful when there is a lot of content. So, if we do split the "help/tutorial" parts across where it's needed on the platform, we may not need such an expansive Help section. But of course, something to consider. I'd say, we would really need to review the content we have to provide for help. b) This is something we had in mind - basically a tool that would allow to gather user insights. What I see in this link is more the outcome to track the results, but it wasn't fully clear which methods they propose for collecting the user data. I'd have to look more into it, but there are a few tools to do this (Microsoft is usually not our preferred :P, but of course if it comes with the tools you have, we should definitely explore it!).

[tovari]

@tovari Regarding the 2 points: a) This is a great example of a Help page, but it's a stand alone one and is very useful when there is a lot of content. So, if we do split the "help/tutorial" parts across where it's needed on the platform, we may not need such an expansive Help section. But of course, something to consider. I'd say, we would really need to review the content we have to provide for help.

@mariam-yu, I think, if we consider the Admin user guide and the frontend parts that has no help at all currently, we could add a lot of content. We can make the connection points from each sub-page, section on the frontend (and backend) to have direct access to the relevant help section. However making pop-up windows on the frontend with the help content, makes the help content maintenance difficult (same situation as we have currently with the Illustrator).

[mariam-yu]

@tovari sounds good and makes sense. I think the best way to tackle this would be to start aggregating all the help content we have. Then we can sort through it and see what goes where, what may be missing, etc.

[ThomasRaffort]

@mariam-yu to follow-up on our discussion in the weekly sync, you can find more detailed info re MS Customer Voice here: https://docs.microsoft.com/en-us/dynamics365/customer-voice/help-hub https://docs.microsoft.com/en-us/dynamics365/customer-voice/embed-web-page Let me know if that helps. Thanks @tovari

[mariam-yu]

@ThomasRaffort Sorry somehow I missed your message here. Thanks for sharing the links. I glanced through them, and it's quite interesting for us to explore. Would there be a possibility of doing a trial? However, if I did understand correctly, the Customer Voice is mainly a "survey" tool, meaning we embed a questionnaire and collect feedback, just that we can embed into various tools (email, website, etc.). Also, I wonder if it's very manual, meaning we need to add/remove the survey via code every time, as opposed to, say, Hotjar, where you have a web interface and you can manage them, program them without having to bother the development. Either way, it's worth exploration.

[ThomasRaffort]

@mariam-yu I believe we can get a free 30 days trial. https://docs.microsoft.com/en-us/dynamics365/customer-voice/sign-up-trial Let me double check with my colleague if our existing contract has additional provision in that regards. will revert asap. I believe the survey creation and hosting is within MS Customer Voice environment, meaning even after it is embedded somewhere, updating an existing survey should not required anything more than what was required during the initial creation. https://docs.microsoft.com/en-us/dynamics365/customer-voice/create-survey @tovari

[ThomasRaffort]

@mariam-yu can go ahead and sign up for the free trial. please let me know if you need any support. once trialed, if we have some specific technical questions, we could get (limited) support directly from a Microsoft specialist. Thanks @tovari

[nanometrenat]

@mariam-yu tagging you in following this morning's GO Sprint conversation about this - is it useful to still keep this ticket open? Or should it be split into two etc? cc @tovari

[mariam-yu]

@nanometrenat At the end, the solution of this ticket was to create the wiki. So, not sure whether we should keep it or create a new one, as we will probably not create a new Help section (since that would be the wiki) but add specific targeted help messages. I'd say better start fresh :)

[nanometrenat]

Thanks @mariam-yu over to you/ @tovari / @LukeCaley to close/create new ones/whatever as-and-when required. No point keeping something open if it's not relevant any more. Cheers once again!