Voice of the Customer
Transcript: Voice of the User Non-Users of the product but familiar with the straightforward product Often acting as intermediary Generally familiar with all tools though they may not have referenced them yet in that situation because they already understand the product Field Team Members Field Members Non-users of the program Need to ensure product operation but not familiar with the program itself Often acting as intermediary for teacher questions Sometimes not very technically savvy which adds to frustration Generally utilize imaginelearning.com/support Technical Reps Technical Reps Users and Non-users of the Product Admins Admins Advocates of the program Familiar with reports and dependent on them for supportive data Tend to be technically savvy, dig into data, and are often asking for something deeper. Generally, familiar with University but have not looked there for answers Users of the Product Users of the Program Non-Users of the Program Non-Users of the Program Advocates of the program fulfilling a need within their school or district but not familiar with the ins-and-outs, tend to be more frustrated when hearing complaints from teachers because they feel it should be plug & play Just acting as intermediary, often looking for simple fixes and not prepared for troubleshooting. Generally, not familiar with Help options Users of the product, Want to understand and utilize the product to their best advantage, needing Basic Help or In Depth Help Teachers Teachers Not Technically Fluent Need more step-by-step hand holding Depending on the program to meet a need Need ease of use, just-in-time helps Need plug-n-play Generally not familiar with help tools and often not comfortable with using them on their own Basic Help Basic Help Technically Savvy, Familiar with program offerings Dig into the data and find holes Creative with what the program offers outside of what we recommend Often looking for something not available Generally have already played around in product and University In Depth Help In Depth Help Multiple Products, Multiple Journeys, Multiples Needs The Journey Involved and Engaged Users vs Occasional Users Familiar Users vs New, Completely Unfamiliar Users Users Depending on the Data vs Plug-n-Play Users ALL of these Users need Just-in-time, Intuitive, In-Product Help options that will allow them to dig deep or just find that one answer. Who needs help? In July, the district set up training days. IL representative did hours of training but not hands on because our students aren't rostered and we haven't been set up with accounts. I can't remember how to log in let alone what report was the one for addressing students that are struggling. Why do things look different now? Why do some report have tutorials and others don't? (AAT) What was that thing about Journaling? (Another Product) Why can't I edit my students? (Clever) How do I match up the Galileo reports with the Activity Explorer/Playlist? How do I know if my EL student is getting those Meet New Sounds Activities? What happened to the other languages? (Missing Home Letters) Do you have a direct number that I can call you at when I have more questions? I know I won't remember all of this. Start Here... Like students, Teachers (Users) have different Learning Styles that we need to address. University Videos and Webinars Step-by-Step Articles and Documents (PDFs) Walkthrough experiences that require interaction (?) At key locations to answer anticipated questions Demo site allowing customer to experience as a student and a user Links to Customer Care/Teacher Care for one-on-one needs Pendo Reminders - Answer Yes or No, No X-ing Out Addressing Needs TIMELY! Webinars should be marked like University Videos so that they can jump to the most pertinent information. Articles should be easy to scan through and see if they answer the key questions. And the search capability should be more dynamic. Any contacts should be treated with urgency. An extension of that is to have easily edited and created forms of Help so that when changes happen, customers have that info at their fingertips. (Home Letters) INTUITIVE! There needs to be clickable information on each page. Link articles that apply to a particular report. It would be great if nuances such as Galileo vs NWEA vs Legacy were programmed in such a way that a teacher wouldn't even see the other options - just the one available to her school. Challenges! Challenges
Prezi Present
Prezi Video
Prezi Design
