Spike: Determine How and Where Measure Success with KB Redesign

[gracekretschmer-metrostar]

User Story or Problem Statement

As a CMS member, I need to understand how we are defining and measuring success for the Knowledge Base (KB) redesign, so that effectively working towards that metric of success.

Description or Additional Context

Knowledge Base is the resource used by VA editors to understand how to use Drupal to edit and update their content. KB is undergoing a redesign to make the resource more useful and understandable for VA editors, but it's difficult to measure engagement within KB, so in turn, it's difficult to define success with the redesign.

Steps for Implementation

• Research Help Desk's Jira data to find opportunities to measure success.

Acceptance Criteria

• [ ] A list of opportunities, with their level of effort and capabilities, to measure editor engagement with the KB is documented.
• [ ] Baseline data, then what are measuring, and then what are we going towards.
• [ ] A understanding of the "north star" to the KB redesign that can map to a definition of success.

[gracekretschmer-metrostar]

Next steps: remove the drupal modules and google analytics from this ticket and only focus on opportunities for leveraging Jira/Help Desk data, Create a seperate ticket for GA discovery. Michelle will talk to Johnny to give him a heads up and anticipates late summer is when we can engage with that team. Get a pre-refinement GA meeting on the calender.

[gracekretschmer-metrostar]

Idea: pull in Laura?

[gracekretschmer-metrostar]

Use the survey questions:

1. Easy to use
2. Easy to find what I need
3. Easy to learn

[gracekretschmer-metrostar]

Measure the Knowledge Base Search, specifically tracking successful and unsuccessful searches:

1. Track search parameters to see how people are searching for content and when they are going back to the search (failed search). When they are on the search results page, when they are clicking the search button again.
2. The workflow of a of when a user searches, clicks a KB article, and then exit the Knowledge Base.
3. Can we track, where was the user before the knowledge base page? (Click events)

Possible future opportunities: come up with a glossary of terms to understand the vocabulary that is being used in the system.