Analytics - Add feedback collection components

[eamirian]

Overview

We'd like to build a standardized set of components that can be leveraged across digital HPE products for feedback collection.

Problem

Currently, feedback is collected in one of two ways.

1. A CTA is implemented that points to a new window/tab where a Qualtrics survey is loaded. - This leads to low response rates as the survey is not contextual and requires additional clicks.
2. Embeded Qualtrics survey via an iframe - This is extremely difficult to customize and align with the styling on the page. It also leads to timing issues around content rendering and other usability concerns.

In both cases, best practices around survey design cannot be ensured and the design of the survey can be altered at any point via the Qualtrics platform.

Proposal

3-4 new components that cover a range of feedback collection use cases such as:

Question Types:

• Single/Multiple Answer questions
• Rating Scales or Likert Scales (NPS/CSAT/etc.)
• Thumbs up/thumbs down
• Open-ended questions

Display Mechanism(TBD - Need to review with the design team):

• Embedded
• Slider
• Modal

Rather than injecting the survey into the page via an iframe or having the user click off to another screen, we would have teams select from a preset list of components that have vetted questions and display options baked in. The backend of the component would be tied to the Qualtrics API so that responses are properly collected, but the design would be locked in.

[bahriaditi]

@halocline and I met Edwin and Doris today for a brief discussion on this topic. Meeting recording: https://hpe-my.sharepoint.com/:v:/p/matthew_glissmann/ER2YzAq-oMdEutEBM7PcyjMBIBGhn9B0tqMCVDQLExw7NQ

There is a need for a new component to support consistent integration of customer feedback widgets across HPE services. This will enable us to understand how our users are feeling in real time and be more reactive to customer feedback.

As next steps, Edwin and Doris will be providing more product use cases to help us better understand the context of use.

Here's an example of an embedded Qualtrics survey that was shared by Doris:

[SOjaHPE]

There is also a need for enhanced feedback gathering from the consumer within the HPE DS Guidance site as new patterns are posted.

• Is the pattern/guidance meeting their needs? (ratings scale)
• Support ability for customers to provide suggestions or feedback

This is related to feedback from @dahliaferrer about important of validating and incrementally improving our DS guidance content. This was also discussed with @taysea related to DS site enhancements slated for this summer.

[MeganBeierle]

Hi @eamirian I'll be helping you with design on this request. Let me know when you gather the use cases, It would be great to get on a call to meet and go over those. I'm really looking forward to working on this, I think it will be a really good addition to our design system.

[MeganBeierle]

Start of new series of tasks

I am closing this task out because I will be creating a series os smaller tasks that are oriented around the proposed process for completion.

Next step will be research, followed by defining a problem statement.

[dahliaferrer]

@MeganBeierle I just added this to the new ticket :) Found it!

Once you click on this and scroll down a little bit, a simple feedback request pops up on the right (smiley face) and when you interact with it, it opens more options. I'm also looking for a more proactive feedback for our design system page.

https://carbondesignsystem.com/

[MeganBeierle]

@dahliaferrer

Oh good, thank you! I will be putting in a task for copy writing help on this feedback project soon too. I've started a Figma board , if you want to add anything there too: https://www.figma.com/file/StvDVAzAJvZzzTNmd7TQVu/Feedback-widgets?node-id=0%3A1