gracekretschmer-metrostar
commented
1 month ago Current work done for this work:
Problem statement: According to the Q3 editor survey, most editors are only spending 10% of their time in Drupal CMS and are asking for quicker and more frequent support. Although the Help Desk has generally positive reviews in the Editor Survey, editors are asking for quicker responses. In addition, editors have reported, both in the KB research study and the editor survey, that they have a hard time getting the information they need from the Knowledge Base because the organization is not intuitive, the search results aren’t what they need, and the language in the articles doesn’t make sense to them. To improve editors’ experience in Drupal CMS and empower them to be more effective in the system, they need access to help more quickly in a format that is more understandable to them.
Hypothesis: by improving the Knowledge Base’s organization and search, editors will be able to more easily and quickly find the information they need from the Knowledge Base Outcome: reduce the amount of time it takes editors to get the information they need How to measure: get Jake to do a tech spike on adding analytics to KB
Hypothesis: by improving the plain language within Knowledge Base articles, editors will more quickly and easily get the information they need within each article
Outcome: implement VA.gov plain language requirements to high trafficked KB articles
How to measure: ?
Later work: create a template and governance structure
Desired outcome: by improving the searching and plain language of the knowledge base, editors will be able to more quickly find the support they need and, in turn, reduce the number of help desk tickets and length of tickets. What are we trying to do: we know that the chief complaint for help desk is how long it takes for them to respond, so if we How can we measure for plain language?
Supporting research: Research Study Mural Board
User Story or Problem Statement
The CMS team needs to understand the problems we will work to solve with the editor support work.
Description or Additional Context
As the CMS team is moving to be in alignment with the platform team, we need to restructure our approach to be in alignment with platform's initiative format. In addition, the CMS team has received data from the editor survey about editor's wants and needs in regard to the Knowledge Base, Help Desk, and general training support.
Steps for Implementation
Acceptance Criteria