Creating user feedback loops

[n-orlowski]

Problem statement: As we are no longer conducting design and user research in person, we should consider alternative ways to collect user feedback on initiatives, features and improvements etc. We should explore recurring vs adhoc feedback cycles as part of the product process.

User stories:

• As a PO/PD I want to gather user feedback on new or updated features so I can facilitate rapid iterations
• As a PO/PD I want to regularly monitor user sentiments so I can seek ways to improve the CHT
• As a PO/PD I want to target specific cohorts so I can receive more focused / relevant feedback
• As a backlog curator I want to discover user pain points in order to prioritize issues or initiatives
• As an organization we want to follow up with users who have given feedback so we can foster a greater sense of community and collaboration

Open questions:

• What kind of feedback are we looking for? (ex. sentiments, workflow specific, UI feedback etc)
• Who might these types of surveys target (personas)?

Speaking with a few folks across the org, a few suggestions have been:

• Sending out surveys to end users via forms in the app (cc @kennsippell )
• Using RapidPro for SMS instances (cc @michaelkohn )
• Whatsapp focus groups
• As a CHT feature to opt into (@benkags )

Design requirements: TK

Sample survey content:

• Onboarding (to inform https://github.com/medic/cht-roadmap/issues/32)
• UX updates (to inform https://github.com/medic/cht-roadmap/issues/49)

[ecsalomon]

• As a researcher contemplating deployment of a new measurement instrument, I would like to know how CHWs interpret the questions and how they anticipate patients might respond.
• As an organization, we want to better understand why we have missing and (suspected) inaccurate data so that we can design improved workflows, improve training, and develop supervision support to improve data collection at source.