Remote onboarding, training, support for end users

MaxDiz commented 5 years ago

This initiative focuses on enabling a user to pick up a CHT app and begin to use it without in-person training.

Opportunity

We should empower our users to use the CHT app on their own. This would allow for more scalable deployments and ensure end-user safety when it comes to COVID-related (no-touch) protocols by not having to partake in in-person group training sessions (or partake in fewer sessions). We should also provide automated and self-service support to users who are experiencing workflow or technical difficulties.

Epics

Epic: Telemetry and/or usability testing to support onboarding improvements

[ ] User test plan

Epic: Registration

As a user I want to log into the CHT for the first time with speed and ease so I can get started with using the app
As a supervisor I want to know which CHWs have registered or logged in so I can offer support to those who have not
[x] Prerequisite: none
[x] https://github.com/medic/cht-core/issues/6380
[ ] Evaluation criteria:

Epic: Updates and Announcements

As a user I want to be notified when there are new features or workflows in my app so that I am always up to date on the actions I can take, and how
As a user I want to be notified when there are updates to my forms, tasks or targets so that I can ensure I am doing my work correctly and efficiently
[ ] Prerequisite: None
[x] https://github.com/medic/cht-core/issues/6598
[ ] Evaluation criteria:

Epic: Self-Service Help

As a user I want to proactively ask for help when I run into any technical/workflow issues so that I can serve my community confidently
As a supervisor I want to effectively receive and manage my CHWs requests for help so I can prioritize and track my support accordingly
[ ] Prerequisite: None
[ ] https://github.com/medic/cht-core/issues/6659
[ ] Evaluation criteria:

Epic: General Education

As a user I want to understand the concepts and functionality of my app so I can utilize all features to do my best work
As a user I want to practice workflows and actions before to ensure mastery before beginning assessments with families As a user I want to revisit the general education if I have not used my app in a while to review it’s capabilities and do my best work
[ ] Prerequisite: Completion of UX updates
[ ] Evaluation criteria:

MaxDiz commented 5 years ago

current iteration of in-app education docs for reference: https://docs.google.com/document/d/177wEQZrhrfQkn8AT1-F4gP-I3mWTKwYBTMonG99XjDY/edit

https://docs.google.com/document/d/1aq1-Cs5OAJEX9VSBPsb46nhPSQ87wcO9BNw0DXnQcHM/edit

garethbowen commented 4 years ago

Issues that are blocked waiting on a more holistic review of product education:

n-orlowski commented 4 years ago

https://docs.google.com/document/d/1TXBVbqQNRdnx_t5jwlWgw5_5F47szNJX3y5bxsVYCqY/edit#

Latest initiative here -–exploring short term solutions for Covid resonse + long term / configurable solutions

n-orlowski commented 4 years ago

FYI training and onboarding are being treated separately;training will use forms and not need additional core features

n-orlowski commented 4 years ago

Working onboarding deck here. Currently continuing on scoping and fleshing out these concepts further.

MaxDiz commented 4 years ago

Deprecated initiative on Household to Provider Messaging for future reference: https://github.com/medic/cht-roadmap/issues/45

MaxDiz commented 4 years ago

Deprecated initiative on improving in-app messenger UX for reference: https://github.com/medic/cht-roadmap/issues/46

medic / cht-roadmap