Employee Center Academy: Integrated Services and Experience Feedback

00:59:03
https://www.youtube.com/watch?v=YdHKsaaEjMY

Summary

TLDRThe session focuses on ServiceNow's Integrated Services and Experience Feedback capability, which aims to gather continuous, real-time feedback from employees about their experiences with the Employee Center Pro portal. The discussion includes various types of feedback mechanisms, including drawer and in-page widgets, highlighting the importance of timely and relevant feedback to improve employee experience. The session also contrasts this capability with traditional surveys, explaining how it promotes higher engagement and actionable insights within organizations. Additionally, attendees learn about configuration processes and upcoming features planned for future releases.

Takeaways

  • 📊 Integrated feedback mechanisms enhance real-time employee engagement.
  • 💬 Continuous feedback minimizes response fatigue and captures timely insights.
  • 🛠️ Admins need to configure feedback settings to ensure effective data collection.

Timeline

  • 00:00:00 - 00:05:00

    The session welcomes participants to the Employee Center Academy, highlighting the purpose of monthly events for feature deep dives and technical guidance. The importance of interaction and questions is encouraged, and previous session recordings are accessible for reference.

  • 00:05:00 - 00:10:00

    The topic of the session is 'Integrated Services and Experience Feedback,' launched in February 2024. Key presenters are introduced, including SMY Gupta, Melody Young, and others, outlining the agenda which includes a demonstration of the feedback capability and an overview of user experiences.

  • 00:10:00 - 00:15:00

    An introduction to feedback collection mechanisms is provided, explaining the spectrum from long-form surveys to pulse surveys, and highlighting the focus on continuous feedback aimed at capturing real-time employee experiences and enhancing participation rates.

  • 00:15:00 - 00:20:00

    Continuous feedback is discussed as a mechanism to capture employee feedback 'in the moment,' improving the likelihood of participation and providing valuable insights that year-long surveys may miss. It aims to measure employee satisfaction and productivity linked to service and experience.

  • 00:20:00 - 00:25:00

    The session details how continuous feedback can assist organizations in quantifying the effectiveness of their employee Center deployment through consolidated reports and dashboards, improving decision-making and service delivery based on user feedback.

  • 00:25:00 - 00:30:00

    Use cases for continuous feedback accumulation are discussed, emphasizing its application during events such as feature releases or workflow improvements, and distinguishing it from listening posts which serve a different purpose in the HRSD context.

  • 00:30:00 - 00:35:00

    Experience feedback widgets are introduced, including a drawer widget capturing overall experience feedback and an in-page widget focused on specific portal pages. These widgets can be configured for different rating systems, including anonymous submissions.

  • 00:35:00 - 00:40:00

    The difference between experience and service feedback is clarified, with a focus on capturing feedback during service request fulfillment. Admin configurations can define who receives these prompts and ensure that feedback is timely and relevant to the user's experience.

  • 00:40:00 - 00:45:00

    A demo walkthrough showcases the end-user experience with feedback mechanisms in the portal, illustrating how users can easily provide feedback without disruption through both in-page and drawer widgets.

  • 00:45:00 - 00:50:00

    The admin experience is outlined, detailing the steps to configure feedback functionality including feedback definitions, global settings for anonymity, and the importance of consistent feedback messaging across the portal for employee engagement.

  • 00:50:00 - 00:59:03

    The dashboards available for feedback analysis are emphasized, allowing admins to track and evaluate the effectiveness of the feedback mechanisms and to make informed decisions based on real-time data.

Show more

Mind Map

Video Q&A

  • What is the Integrated Services and Experience Feedback capability?

    It is a mechanism introduced to capture continuous in-the-moment employee feedback efficiently without disrupting their work.

  • How does this feedback approach differ from traditional surveys?

    This approach captures real-time feedback at various touchpoints, whereas traditional surveys are typically less frequent and may not reflect current employee sentiments.

  • What types of feedback widgets are available?

    There are drawer widgets for general feedback, in-page widgets for specific feedback, and widgets for service workflow feedback.

  • Is this feature part of the Employee Center Pro license?

    Yes, it requires the Employee Center Pro license.

  • What is the planned timeline for future enhancements?

    Upcoming enhancements for the May 2024 release will include more trigger conditions and the ability to administer surveys alongside service feedback.

  • How can organizations analyze the feedback collected?

    Feedback can be analyzed through dashboards that provide aggregate ratings and insights.

  • What is the primary benefit of continuous feedback?

    It improves response rates and allows for timely improvements based on recent user experiences.

  • How do I configure the feedback functionality?

    Admin configuration involves setting up global feedback settings, defining feedback types, and specifying trigger points for gathering feedback.

  • What is the purpose of the Q&A panel during the session?

    The Q&A panel is used for attendees to ask specific questions relevant to the topic being discussed.

  • Are there any limitations on feedback collection?

    Yes, organizations should be careful to avoid feedback fatigue by managing how often and when they prompt for feedback.

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    hello and very warm welcome to another
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    session of employees Center Academy this
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    is part of live on service now series
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    and this is SMY Gupta dialing in from
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    India hope everyone in uh brainy regions
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    are safe and
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    dry um so employee Center Academy is
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    series of monthly um events where the
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    product team and engineering team uh
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    welcome you all for a feature Deep dive
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    um and provide technical guidance on
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    particular sessions previously we have
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    covered interesting um employee Center
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    and employee Center appr topics like
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    multiphase deployment design techniques
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    employee news curated experiences and so
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    on you could access all the uh previous
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    session recordings and details for
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    upcoming sessions on the link provided
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    on the
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    screen yes Jamie the U intro video is
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    also present on our community product
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    Hub homepage you could uh revisit this
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    uh video again some ground rules for the
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    Academy session these sessions are for
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    you to interact so please ask questions
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    as much as you can please keep U the
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    comments and the chat section uh Lively
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    with your interaction and comments and
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    Fe feedback and uh please use the Q&A
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    panel to ask any uh specific questions
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    relevant to this particular topic we may
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    not be able to um monitor the chat panel
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    for uh the questions so please use the
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    Q&A panel and uh the session recording
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    and slide will be available on community
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    uh SLA is typically within one week or
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    so so if you want to revisit the session
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    uh please feel free to do
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    so so uh the topic for today is
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    integrated services and experience
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    feedback this is an EC Pro capability
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    that we have launched very recently with
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    our February 2024 release and um um as
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    I've already introduced myself my name
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    is SMY Gupta I'm outbound product
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    manager with unified employee experience
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    team and um with me I have Melody who is
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    senior solution consultant with employee
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    Workforce or specialist function ality I
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    would just pause to let Melody say
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    hi y hi everybody my name is Melody
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    young uh as Smithy had mentioned I'm a
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    solution consultant here at service now
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    and for today I'll be your tour guide um
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    through the demonstration of uh the
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    feedback
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    capability awesome thank you so much Mel
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    lady and uh with me I have Puja Gupta uh
  • 00:05:53
    uh who you all must uh already be have
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    met uh I have with me Sid Pand who's the
  • 00:06:00
    inbound product manager um and the
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    product owner for this particular
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    capability and we have uh folks from a
  • 00:06:08
    technical team aanas and prakar Manning
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    the Q&A so please keep your questions
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    posted U the agenda that we'll be
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    covering today is a brief introduction
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    to this capability then we'll have a
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    deep dive on the end user experience for
  • 00:06:23
    the experience and service feedback then
  • 00:06:26
    we'll move with the admin experience and
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    live demo for the uh experience and
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    service feedback then uh we'll also
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    discuss some additional guidance or best
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    practices that one should keep in mind
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    and we'll close the session with
  • 00:06:42
    Q&A yes Rachel we'll be uh sharing the
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    slides uh it will be available on
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    community product
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    Hub so uh let's begin with the
  • 00:06:53
    introduction so um in general for the
  • 00:06:56
    feedback collection mechanism there's a
  • 00:06:59
    wide spectrum of what organizations can
  • 00:07:02
    achieve today on one end of the spectrum
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    we have long form of surveys which are
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    complex feedback surveys with large set
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    of questions uh typically done couple of
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    times in an year or even less so an
  • 00:07:15
    example of this could be voice of the
  • 00:07:17
    employee survey which is usually done at
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    certain time of the year
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    only then um we have uh the pulse
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    surveys at the middle of the spectrum uh
  • 00:07:27
    which are comparatively shorter in
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    length as compared to the long form of
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    surveys these are tied to specific
  • 00:07:34
    process or completion of a milestone so
  • 00:07:36
    for example uh once new employee is on
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    boarded the regular check-ins that are
  • 00:07:41
    prompted at the end of 7 days or 30 days
  • 00:07:43
    and so on um such are the pulse surveys
  • 00:07:48
    and finally the focus of our discussion
  • 00:07:50
    today is continuous feedback which aims
  • 00:07:52
    to capture employee feedback in the
  • 00:07:54
    moment while they are still Hands-On on
  • 00:07:57
    any experienced touch point on the port
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    or still raising a request or service
  • 00:08:02
    request now for the scope of this
  • 00:08:05
    capability or Obsession when we say
  • 00:08:08
    feedback we actually refer to the
  • 00:08:10
    employee experience feedback which is
  • 00:08:12
    the information provided by employees
  • 00:08:14
    about their experience for a product um
  • 00:08:17
    or a touch point or a service on the
  • 00:08:18
    employee Center Pro
  • 00:08:20
    portal Amisha I can see you raise your
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    hand if you have a question uh could you
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    please uh post it on a Q&A panel please
  • 00:08:29
    thank you so
  • 00:08:30
    much now um let's talk a bit more about
  • 00:08:34
    the concept of continuous feedback it is
  • 00:08:37
    an always on feedback mechanism that can
  • 00:08:40
    capture the employee feedback as they
  • 00:08:43
    are experiencing the portal touch points
  • 00:08:45
    or service workflows in the moment
  • 00:08:47
    without breaking their flow of work so
  • 00:08:49
    let's say if I'm looking for some
  • 00:08:51
    resource on the topic page and I'm
  • 00:08:53
    unable to find it I um should be able to
  • 00:08:56
    provide on the spot feedback or if I'm
  • 00:08:58
    facing some challenges in requesting a
  • 00:09:00
    catalog item I should be able to share
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    my thoughts as soon as I finish raising
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    that request without being redirected to
  • 00:09:07
    a separate space or a separate
  • 00:09:10
    URL then um the yearly feedbacks may
  • 00:09:13
    fail to capture the real-time picture of
  • 00:09:15
    the end user experience since the
  • 00:09:17
    recency effect comes into play with such
  • 00:09:20
    short frequency the portal admin may
  • 00:09:22
    want to capture the AHA moments or The
  • 00:09:24
    Vow moments as soon as it happens if
  • 00:09:26
    I've got a a good feedback from a user I
  • 00:09:29
    should be able to capture that um easily
  • 00:09:32
    in the system
  • 00:09:33
    itself now um these once in a while
  • 00:09:37
    feedback surveys that usually happen
  • 00:09:39
    once in a year or very rarely they often
  • 00:09:42
    struggle with low participation rates so
  • 00:09:45
    portal admins keep on um sending uh
  • 00:09:47
    nudges or reminders to fill out the
  • 00:09:49
    survey forms however uh feedback uh
  • 00:09:52
    continuous feedback ensures that users
  • 00:09:54
    are nudged to provide their feedback as
  • 00:09:57
    close to the experienced tach point as
  • 00:09:59
    possible thereby increasing the overall
  • 00:10:04
    participation now the third point to
  • 00:10:06
    highlight here is that most
  • 00:10:08
    organizations often struggle to quantify
  • 00:10:11
    the value that they have been realizing
  • 00:10:12
    with their with their employee Center
  • 00:10:14
    portal deployment there are no clear
  • 00:10:16
    metrics that the leadership can chase to
  • 00:10:18
    understand if their deployment is
  • 00:10:20
    actually working well or not so
  • 00:10:22
    essentially these Consolidated feedback
  • 00:10:24
    reports and
  • 00:10:25
    dashboards they uh provide uh matrics
  • 00:10:29
    which the organizations can track and
  • 00:10:31
    work on for better decision- making
  • 00:10:34
    related to the
  • 00:10:36
    portal now um what are all the use cases
  • 00:10:39
    where continuous feedback could be
  • 00:10:41
    leveraged portal admins could capture
  • 00:10:44
    feedback on let's say uh they've
  • 00:10:46
    deployed a new feature like a news
  • 00:10:47
    capability they could seek feedback in
  • 00:10:50
    such cases as they could nudge users to
  • 00:10:53
    provide feedback on specific portal
  • 00:10:54
    Pages like homepage or even a service
  • 00:10:57
    workflow like raising an IT request and
  • 00:10:59
    so on and with continuous feedback
  • 00:11:02
    organizations could essentially improve
  • 00:11:04
    their um experience and find ways to
  • 00:11:06
    unlock employee productivity and
  • 00:11:12
    satisfaction so I see a question is this
  • 00:11:15
    the same as listening post no bad this
  • 00:11:18
    is not the same as listening post
  • 00:11:19
    listening post is a a separate
  • 00:11:22
    functionality that's available only with
  • 00:11:23
    HR SD Enterprise customers and onwards
  • 00:11:28
    we'll be talking about about these
  • 00:11:29
    distinctions in this session itself so
  • 00:11:31
    please stay
  • 00:11:34
    tuned now um just a brief introduction
  • 00:11:37
    about this capability uh we all know
  • 00:11:40
    that uh feedback is critical for
  • 00:11:42
    continuous Improvement let's consider an
  • 00:11:44
    example use case suppose as the portal
  • 00:11:47
    admin for your organization you have
  • 00:11:49
    been investing in building a specific
  • 00:11:51
    page or let's say a micrite or a new
  • 00:11:53
    topic page experience and you want
  • 00:11:55
    feedback on that this could be referred
  • 00:11:57
    to as experienced feedback back which
  • 00:11:59
    captures employee feedback on the
  • 00:12:01
    overall portal
  • 00:12:03
    experience and if the service owners are
  • 00:12:05
    trying to uh make submit submitting
  • 00:12:08
    request easier and they want to get
  • 00:12:10
    feedback on whether that process was
  • 00:12:12
    actually helpful or not this would be
  • 00:12:14
    referred to as service feedback which
  • 00:12:16
    captures employee feedback on the
  • 00:12:18
    service
  • 00:12:19
    workflow so essentially with the
  • 00:12:21
    integrated experience and service
  • 00:12:23
    feedback capability we have delivered a
  • 00:12:25
    bunch of widgets which we'll be uh
  • 00:12:27
    walking through very shortly
  • 00:12:29
    some of these widgets are pre-placed on
  • 00:12:31
    the employee Center Pro portal and some
  • 00:12:33
    others can be placed on different pages
  • 00:12:35
    for multiple different Journey steps to
  • 00:12:37
    capture the continuous
  • 00:12:42
    feedback let's move on to the um end
  • 00:12:45
    user experience or the front front end
  • 00:12:48
    experience for the experience
  • 00:12:50
    feedback so um there are two main
  • 00:12:53
    widgets to highlight for the experien
  • 00:12:54
    feedback first is the drawer widget and
  • 00:12:58
    then we have the the in page widget now
  • 00:13:00
    the Draw widget that you can see in the
  • 00:13:03
    screenshot with the give feedback
  • 00:13:05
    nomenclature it's a configurable widget
  • 00:13:08
    that captures generic user feedback
  • 00:13:10
    across all portal pages and clicking on
  • 00:13:13
    the Draw widget will open up a modal
  • 00:13:15
    window with the preconfigured feedback
  • 00:13:18
    questions such as I like something I
  • 00:13:20
    don't like something and I have a
  • 00:13:22
    suggestion the draw viset captures the
  • 00:13:25
    feedback comments of the users and uh to
  • 00:13:28
    capture the additional context around
  • 00:13:30
    the feedback it records the page URL
  • 00:13:32
    parameters along with the feedback
  • 00:13:33
    comments as
  • 00:13:36
    well the second widget is the in page
  • 00:13:39
    widget which um uh the admins can place
  • 00:13:42
    within specific portal pages to capture
  • 00:13:45
    feedback specific to that page the in
  • 00:13:48
    page visit can uh capture feedback
  • 00:13:51
    rating along with feedback comments so
  • 00:13:53
    the rating can be configured as a a
  • 00:13:55
    fivepoint numeric scale or a 3o Emoji
  • 00:13:59
    scale or a 2 point thumbs up and thumbs
  • 00:14:02
    down
  • 00:14:03
    scale we've also added um admin
  • 00:14:07
    configurations to make the drawer vidget
  • 00:14:09
    uh not available for certain pages
  • 00:14:11
    because uh there might have been some
  • 00:14:13
    other way of capturing feedback on that
  • 00:14:15
    page like an in page feedback viset for
  • 00:14:19
    example in the bottom screenshot we can
  • 00:14:21
    see that we have added an in page
  • 00:14:23
    feedback viget on the home screen to
  • 00:14:26
    capture feedback on the newly redesigned
  • 00:14:28
    home page page or um another example
  • 00:14:31
    could be uh if content authors might
  • 00:14:33
    want to capture employee feedback on a
  • 00:14:36
    new lead design micro site so they can
  • 00:14:38
    add an inpage feedback viget on that
  • 00:14:40
    page and retire the draw viget from that
  • 00:14:43
    page to avoid feedback fatigue so all of
  • 00:14:45
    those configurations are
  • 00:14:48
    available and then um the admin as well
  • 00:14:50
    as the user can anonymize the feedback
  • 00:14:52
    responses so the admin can either
  • 00:14:55
    configure all the responses to be
  • 00:14:56
    captured anonymously by default or
  • 00:14:59
    configure it to be defined by the user
  • 00:15:00
    optin where the end user can decide if
  • 00:15:03
    they want to submit their response
  • 00:15:05
    anonymously or
  • 00:15:06
    not and the good thing about um all of
  • 00:15:09
    this is that feedback being received
  • 00:15:11
    it's not just limited to one particular
  • 00:15:13
    table or it's not just sitting inside
  • 00:15:14
    one particular table but it will be
  • 00:15:17
    populated on the experienced feedback
  • 00:15:18
    dashboards which can be used to analyze
  • 00:15:20
    the
  • 00:15:25
    feedback now uh the in page viset that
  • 00:15:28
    we just talked about is placed out of
  • 00:15:30
    the box with the taxonomy topic pages
  • 00:15:33
    with the February release to capture
  • 00:15:35
    topic page specific feedback so once it
  • 00:15:38
    is configured as soon as you open that
  • 00:15:40
    particular topic page there will be a
  • 00:15:42
    feedback visit on that topic page to
  • 00:15:44
    capture the ratings and comments now the
  • 00:15:47
    feedback rating scale can be configured
  • 00:15:49
    to be 5 point 3 point or 2 point and the
  • 00:15:52
    responses can be anonymized by either
  • 00:15:54
    the admin or the user similar to what we
  • 00:15:56
    discussed uh for the experience of uh
  • 00:15:59
    wiget I'll just take a pause here um is
  • 00:16:03
    there any question Puja that you would
  • 00:16:04
    like to address from the Q&A
  • 00:16:08
    panel just a lot of questions coming on
  • 00:16:11
    um what is this capability when it came
  • 00:16:14
    out and how it is licensed we will um
  • 00:16:17
    Deep dive on that and what exactly is
  • 00:16:19
    needed shortly but uh uh in nutshell
  • 00:16:22
    this is a new feedback capability that
  • 00:16:25
    came out in our February 2024 story
  • 00:16:28
    release um it requires employee Center
  • 00:16:31
    Pro
  • 00:16:32
    license um and uh um it is different
  • 00:16:37
    from listening post and just the surveys
  • 00:16:40
    capability which have always been there
  • 00:16:42
    and we will give you a comparison of how
  • 00:16:45
    and when to use each of these um as part
  • 00:16:48
    of this
  • 00:16:51
    presentation
  • 00:16:53
    awesome with that uh let's move on to
  • 00:16:56
    the service feedback and the and user
  • 00:16:58
    experience for
  • 00:17:00
    it now um similar to The Experience
  • 00:17:03
    feedback we have the provision to gather
  • 00:17:06
    feedback during or after service request
  • 00:17:08
    fulfillment directly from the portal now
  • 00:17:11
    in the entire workflow for service
  • 00:17:13
    request fulfillment admins could capture
  • 00:17:15
    user feedback at any pit stop be it at
  • 00:17:18
    the topic page catalog page request page
  • 00:17:20
    or even at the very end once the request
  • 00:17:23
    has been raised via the in page viset
  • 00:17:26
    this is designed specifically
  • 00:17:29
    for seeking continuous in the moment
  • 00:17:31
    feedback over a service workflow
  • 00:17:33
    intended to improve it without having to
  • 00:17:35
    conduct time consuming feedback
  • 00:17:37
    activities like one-on-one interviews or
  • 00:17:39
    focused group discussions so as a
  • 00:17:42
    service owner if I'm trying to
  • 00:17:44
    understand if my service workflow makes
  • 00:17:45
    sense for my end user um I do not have
  • 00:17:48
    to indulge in a lengthy time-taking
  • 00:17:50
    processes I could just set up the
  • 00:17:53
    service feedback uh once and for all and
  • 00:17:56
    I'll be able to uh Gap capture the
  • 00:17:59
    continuous
  • 00:18:00
    feedback Now setting up the service
  • 00:18:02
    feedback can be done via easy
  • 00:18:04
    configurations like choosing which
  • 00:18:05
    questions to display and what are the
  • 00:18:08
    trigger conditions on which the feedback
  • 00:18:09
    will be prompted and so on and uh
  • 00:18:12
    similar to experienced feedback the
  • 00:18:13
    response can be configured to um include
  • 00:18:16
    fivepoint scale or a three-point Emoji
  • 00:18:18
    scale or even a twoo thumbs up and down
  • 00:18:21
    scale and similar to the experienced
  • 00:18:24
    feedback the response can be anonymized
  • 00:18:26
    either by the Admin or the user
  • 00:18:29
    finally all of this feedback can be
  • 00:18:31
    analyzed via
  • 00:18:36
    dashboard now um many organizations have
  • 00:18:40
    this process of seeking feedback over
  • 00:18:42
    emails uh whether the user gets
  • 00:18:45
    redirected to a different URL on the
  • 00:18:47
    browser away from their email inbox so U
  • 00:18:50
    the user may have requested for a
  • 00:18:52
    particular idet or raised a particular
  • 00:18:55
    request and then later on you will be uh
  • 00:18:58
    sending an email of how was your
  • 00:19:01
    experience so um now while the emails is
  • 00:19:04
    one of the top channels to nudge users
  • 00:19:06
    to provide their valuable valuable
  • 00:19:08
    feedback we wanted to bridge this
  • 00:19:11
    disjointed experience or gap for the end
  • 00:19:14
    user where they may not like getting
  • 00:19:16
    redirected away from their flow of work
  • 00:19:19
    so we are not shipping any new email
  • 00:19:22
    notifications but the service admins can
  • 00:19:25
    take their existing email notifications
  • 00:19:27
    and put in script that we are providing
  • 00:19:29
    and then at the end of that workflow if
  • 00:19:32
    they are configured if they have
  • 00:19:34
    configured to seek feedback they will
  • 00:19:36
    see this nudge of give feedback that is
  • 00:19:39
    visible on the top left corner of the
  • 00:19:42
    screenshot over here in the left and the
  • 00:19:44
    user can go ahead and provide that
  • 00:19:47
    feedback within the email itself so
  • 00:19:50
    instead of sending separate emails like
  • 00:19:52
    take us away or tell us how was the
  • 00:19:54
    experience it's there within the email
  • 00:19:56
    itself and even within the email this is
  • 00:19:59
    actionable so this link would not
  • 00:20:01
    redirect to go to the portal or some
  • 00:20:04
    other URL users would be able to provide
  • 00:20:06
    their feedback response within the email
  • 00:20:09
    itself and uh we support the same set of
  • 00:20:12
    functionalities in terms of enabling
  • 00:20:13
    Anonymous responses as well as tracking
  • 00:20:15
    this across
  • 00:20:17
    channels then um another interesting
  • 00:20:19
    feature uh we have with this capability
  • 00:20:22
    is cross Channel feedback tracking so if
  • 00:20:25
    someone provided this on Portal uh if
  • 00:20:28
    someone has already provided the
  • 00:20:29
    feedback on the portal they would not
  • 00:20:31
    see this in the email here they would
  • 00:20:33
    not see this prompt in the email and if
  • 00:20:36
    uh someone provided this in the email we
  • 00:20:38
    would not bother them in the portal
  • 00:20:40
    anymore so this is again essentially to
  • 00:20:42
    avoid the feedback
  • 00:20:47
    fatigue now um before we move on to the
  • 00:20:50
    uh demo for the end user experience uh
  • 00:20:53
    Puja is there anything you would like to
  • 00:20:55
    add or probably address from the Q&A
  • 00:20:57
    panel
  • 00:21:01
    no I think we're good um there will be
  • 00:21:05
    lot of details that we will share in
  • 00:21:07
    terms of what plugins are required and
  • 00:21:09
    the admin configuration so stay tuned
  • 00:21:12
    let's just focus on like the end user
  • 00:21:15
    experience and then we will get into the
  • 00:21:16
    admin
  • 00:21:18
    experience awesome then handing over uh
  • 00:21:22
    to Melody for the demo
  • 00:21:25
    piece all right sounds good I will take
  • 00:21:27
    the share
  • 00:21:31
    and see okay so right now um You should
  • 00:21:36
    be seeing the employee Center screen and
  • 00:21:38
    I'm logged in as an employee view here
  • 00:21:41
    and what I wanted to go over for today
  • 00:21:43
    was the kind of that end user experience
  • 00:21:45
    that SMY was talking about um having
  • 00:21:47
    that feedback widget in various
  • 00:21:50
    interfaces that the employees would
  • 00:21:52
    interact with whether it's on the
  • 00:21:53
    homepage or the topic page and um or an
  • 00:21:56
    email right and and for this employee
  • 00:21:58
    here today he is trying to just get some
  • 00:22:00
    help with um getting a new laptop CU his
  • 00:22:03
    laptop is broken so naturally he thinks
  • 00:22:05
    that he should start at the employees
  • 00:22:07
    Center again that onear shop experience
  • 00:22:09
    that he's familiar with and right up on
  • 00:22:12
    top here he's seeing banners and
  • 00:22:14
    reminders for him and he knows there's
  • 00:22:16
    active items and news that he can refer
  • 00:22:18
    to and this and it's really helpful for
  • 00:22:21
    him to see all these um uh things
  • 00:22:24
    upfront and just for him to know what is
  • 00:22:27
    expected of him what he needs to do and
  • 00:22:29
    just information that he can seek out
  • 00:22:31
    for and since he's having this great
  • 00:22:34
    experience so far he can choose to also
  • 00:22:35
    give feedback uh right up front and
  • 00:22:38
    giving feedback through this drawer
  • 00:22:40
    widget that you're seeing on the right
  • 00:22:41
    here um he can let the portal team or HR
  • 00:22:45
    team know hey I like something that
  • 00:22:47
    you've presented on this homepage or I
  • 00:22:50
    have a suggestion for something else
  • 00:22:52
    that could make this home homepage even
  • 00:22:54
    more rich and just an engaging
  • 00:22:56
    experience or there's something I don't
  • 00:22:59
    like then I can also call it out and let
  • 00:23:01
    the team know that hey this could be an
  • 00:23:02
    improvement that you should consider so
  • 00:23:04
    that we can have even better homepage
  • 00:23:07
    experience for all the
  • 00:23:09
    employees so just as an example here
  • 00:23:11
    I'll just say um I like something I like
  • 00:23:15
    the banners on the homepage and I can
  • 00:23:18
    tell uh more and provide a comment and
  • 00:23:20
    feedback um to to the to the team and if
  • 00:23:25
    there's um information that I want to
  • 00:23:26
    share about myself I can choose to not
  • 00:23:28
    check this off if I don't want to share
  • 00:23:30
    my personal information I can check this
  • 00:23:31
    box and I can just simply submit
  • 00:23:34
    afterwards and once I submit this
  • 00:23:36
    feedback um the there is an
  • 00:23:38
    acknowledgement message that tells me
  • 00:23:40
    hey you you've submitted this feedback
  • 00:23:42
    we've heard you thank you for submitting
  • 00:23:44
    so that's one way that I can get this
  • 00:23:46
    feedback um to the right team now
  • 00:23:49
    another thing that I can consider here
  • 00:23:50
    is that in page feedback that Smithy had
  • 00:23:53
    talked about now the inpage widget can
  • 00:23:56
    be placed anywhere on the page so so for
  • 00:23:59
    the purpose of this demo I have placed
  • 00:24:00
    it on the bottom here and the reason why
  • 00:24:02
    I did that was because one I already
  • 00:24:05
    have this drawer widget on the right and
  • 00:24:07
    maybe I don't want people to have
  • 00:24:08
    redundant feedback right up on top right
  • 00:24:11
    it might be a little bit burdensome or
  • 00:24:13
    it might give them that fatigue so we
  • 00:24:15
    can place it on the bottom and kind of
  • 00:24:18
    have just one feedback widget up on top
  • 00:24:20
    um or we can also have that option of
  • 00:24:23
    taking out this drawer widget and
  • 00:24:25
    placing this more up on top so that
  • 00:24:27
    people have their attention drawn to
  • 00:24:29
    that feedback widget and they know oh um
  • 00:24:32
    I can spend my feedback that way it's
  • 00:24:34
    really easy and again in that Mo in the
  • 00:24:37
    moment in that flow of work that I'm
  • 00:24:38
    used to so the placement can really be a
  • 00:24:41
    strategic design decis decision right if
  • 00:24:44
    you are actively looking to um collect
  • 00:24:47
    feedback this can be placed more up on
  • 00:24:49
    top now if you are trying to just have
  • 00:24:52
    more of a passive collection than this
  • 00:24:54
    can be on the bottom where this may not
  • 00:24:56
    even be on the homepage and you can just
  • 00:24:58
    have that drawer widget so there's a lot
  • 00:25:00
    of flexibility in how you want to place
  • 00:25:03
    these things and really depends on the
  • 00:25:05
    goal and the outcomes that you're trying
  • 00:25:07
    to achieve with um trying to collect
  • 00:25:09
    that feedback so we can support any type
  • 00:25:11
    of um decision and design choice that
  • 00:25:13
    you want to make there now um going back
  • 00:25:17
    to the story here we do want to uh put
  • 00:25:20
    in that request for a new laptop since
  • 00:25:22
    the laptop is broken so the next place
  • 00:25:24
    I'm going to go to here is the help
  • 00:25:26
    center and under technology
  • 00:25:28
    services so uh once I block browse on
  • 00:25:32
    technology Services I see another widget
  • 00:25:34
    that asks oh give feedback did I find
  • 00:25:36
    what I need on this topic page here and
  • 00:25:39
    luckily I was actually able to find the
  • 00:25:41
    laptop that I need so I can just give it
  • 00:25:43
    a quick thumbs up and submit that and
  • 00:25:45
    give my feedback um just on the spot
  • 00:25:48
    that way so after I do this I can also
  • 00:25:52
    um click on the request look through
  • 00:25:54
    this requirement uh the capabilities and
  • 00:25:57
    the specs here make sure it's everything
  • 00:25:58
    that I need and click order now and I
  • 00:26:01
    can check out from there and that
  • 00:26:03
    process is pretty straightforward pretty
  • 00:26:05
    easy and I also have another feedback
  • 00:26:07
    that I get asked here and this feedback
  • 00:26:09
    is that service Fe feedback that Smithy
  • 00:26:12
    had talked about earlier and for the
  • 00:26:13
    service feedback this is asking me you
  • 00:26:15
    know what has been my experience like so
  • 00:26:17
    far anything that I want to change and I
  • 00:26:20
    was I able to easily and quickly you
  • 00:26:22
    know submit that request and get what I
  • 00:26:23
    need and I can give it a big happy phase
  • 00:26:26
    provide any comments if I want to and
  • 00:26:28
    submit that way now once
  • 00:26:32
    I've um submitted this on the portal
  • 00:26:35
    view once I go on to my email I won't
  • 00:26:38
    have this feedback um come up again for
  • 00:26:41
    me right and that's to ensure that
  • 00:26:43
    there's not that fatigue that's
  • 00:26:45
    happening there's um we're only asking
  • 00:26:47
    employees once and we don't want to
  • 00:26:49
    burden them some more with asking them
  • 00:26:51
    the same set questions right nobody
  • 00:26:53
    likes that so we want to make sure that
  • 00:26:55
    we're thoughtful and mindful of um um
  • 00:26:58
    how often we're asking these things and
  • 00:27:00
    um and get and getting that feedback
  • 00:27:03
    from them so so far we've seen the
  • 00:27:05
    drawer widget we've seen the topic page
  • 00:27:08
    um we've also just seen that request
  • 00:27:09
    view as well and getting the service
  • 00:27:11
    feedback from the employees the last
  • 00:27:13
    thing that I'm going to show you here is
  • 00:27:15
    the email View and email is another
  • 00:27:18
    common channel that employees engage
  • 00:27:20
    with so we want to make sure that we can
  • 00:27:22
    extend the feedback out to that um
  • 00:27:24
    channel of their choice and ensure that
  • 00:27:26
    we can still um increase our
  • 00:27:28
    participation with the um with the
  • 00:27:31
    feedback so earlier um I just submitted
  • 00:27:35
    a request and I was able to um get this
  • 00:27:39
    information on the the request
  • 00:27:42
    acknowledgement that the request is
  • 00:27:44
    received you'll notice earlier there was
  • 00:27:46
    a quick give feedback that was showing
  • 00:27:48
    up and now it's gone and that's because
  • 00:27:51
    I submitted that feedback earlier on the
  • 00:27:53
    portal system recognizes that so it's
  • 00:27:55
    not going to ask me the same question
  • 00:27:57
    again
  • 00:27:58
    now I may have forgotten to add um
  • 00:28:01
    feedback and provide that for my other
  • 00:28:03
    requests so I can kind of look through
  • 00:28:05
    these again and I give feedback if you
  • 00:28:08
    know I've closed out this request if I
  • 00:28:10
    want to actually share something if
  • 00:28:11
    something wasn't as optimal as I would
  • 00:28:13
    have liked it to be or it was a seller
  • 00:28:15
    experience so now I can go back to that
  • 00:28:18
    request give that feedback and submit it
  • 00:28:22
    and you'll also notice that this um the
  • 00:28:25
    set of questions that you're seeing here
  • 00:28:27
    are a little different than what was on
  • 00:28:29
    the portal the portal was just a smiley
  • 00:28:31
    face and it was a thumbs up right so you
  • 00:28:34
    can really have a variation in how you
  • 00:28:36
    want to ask these questions and what
  • 00:28:39
    kind of rating you want to use so that
  • 00:28:41
    it really um better fits the channel
  • 00:28:43
    That You're targeting or maybe it just
  • 00:28:45
    is is a better way that you want to ask
  • 00:28:47
    those questions so right now I'm going
  • 00:28:49
    to say for this request that I put in
  • 00:28:51
    for the MacBook Pro it was a good
  • 00:28:53
    experience I can add comments I can
  • 00:28:55
    submit from there and after that it
  • 00:28:58
    simply just tells me we've heard you
  • 00:29:00
    thank you for the feedback it's not
  • 00:29:01
    redirecting me anywhere it's really just
  • 00:29:03
    in this um same screen that I am used to
  • 00:29:06
    in my email that I can submit this
  • 00:29:09
    feedback and be done with
  • 00:29:11
    it all right so I'm going to pause there
  • 00:29:14
    see if there's anything that uh the team
  • 00:29:16
    wants to add or any questions that we
  • 00:29:18
    want to address live
  • 00:29:25
    here I think good yeah we good toce yeah
  • 00:29:30
    yeah all right awesome well that
  • 00:29:33
    concludes the um front end the user
  • 00:29:35
    experience uh for the feedback um I'm
  • 00:29:38
    going to hand it back to SMY to actually
  • 00:29:40
    talk about the admin experiences
  • 00:29:42
    now thank you so much M
  • 00:29:45
    lady I'm just going to take the screen
  • 00:29:53
    share so um all good with the screen
  • 00:29:56
    share
  • 00:29:58
    yep okay awesome Let's uh dive deep into
  • 00:30:02
    the edmin experience for the experience
  • 00:30:05
    and service feedback now as a portal
  • 00:30:08
    admin there are four easy steps that you
  • 00:30:10
    can follow to configure feedback
  • 00:30:12
    functionality within your instance the
  • 00:30:15
    first one is obviously upgrading to the
  • 00:30:17
    February store release that Puja was
  • 00:30:20
    mentioning about and the EC Pro plugin
  • 00:30:23
    required is version 30.0 point4 and uh
  • 00:30:27
    if you're Keen to implement the feedback
  • 00:30:29
    via email notifications for service
  • 00:30:32
    workflows that Melody has just demoed
  • 00:30:35
    you would need to install Outlook
  • 00:30:37
    actionable messages plugin version
  • 00:30:41
    4.1.5 then um the second step is onetime
  • 00:30:45
    global feedback configurations such as
  • 00:30:48
    uh the uh anonymity optain or the
  • 00:30:51
    Privacy Information or success messages
  • 00:30:53
    and draw placements these are Global
  • 00:30:56
    configurations since they remain
  • 00:30:58
    constant for all kinds of feedbacks
  • 00:31:00
    across channels so once I've set up a
  • 00:31:02
    success message I'll see this same
  • 00:31:05
    success message on the experience drawer
  • 00:31:07
    visit and on the in page feedback visit
  • 00:31:10
    on the service workflows emails and
  • 00:31:12
    everywhere
  • 00:31:13
    else now before I move on to the third
  • 00:31:16
    step I wanted to highlight that there
  • 00:31:19
    are three different feedback wigets that
  • 00:31:21
    we have shipped for the February release
  • 00:31:24
    the experienced feedback drawer viset is
  • 00:31:26
    the floating draw that captures portal
  • 00:31:29
    experience feedback across all portal
  • 00:31:32
    Pages then the experience flow viget is
  • 00:31:35
    the inline widget that captures feedback
  • 00:31:38
    rating for The Experience on that
  • 00:31:40
    specific page it can be placed on the
  • 00:31:42
    topic Pages or any other portal Pages
  • 00:31:45
    like the homepage or news center so uh
  • 00:31:48
    like medad plays the um experience flow
  • 00:31:51
    viset on the homepage or uh like it has
  • 00:31:54
    already been placed out of the box on
  • 00:31:56
    the topic page page so that was the
  • 00:31:58
    experience flow widget and then finally
  • 00:32:01
    we have the experience workflow widget
  • 00:32:03
    which is again an inline widget that can
  • 00:32:05
    be used to capture feedback on the
  • 00:32:08
    service workflows and it is placed on
  • 00:32:11
    catalog request Pages just like Melody
  • 00:32:13
    showed the feedback visit after service
  • 00:32:15
    request was raised it was the workflow
  • 00:32:17
    visit we'll talk about what all portal
  • 00:32:20
    pages are these visits placed out of the
  • 00:32:23
    box in subsequent slides but one thing
  • 00:32:26
    to note here is that both of these
  • 00:32:28
    wigets can be placed both the experience
  • 00:32:30
    flow wiget and the workflow wiget can be
  • 00:32:32
    placed manually on relevant portal Pages
  • 00:32:35
    via the page
  • 00:32:37
    designer so um moving on to the third
  • 00:32:40
    step which is feedback
  • 00:32:43
    definitions as of February release there
  • 00:32:45
    are four different types of feedback
  • 00:32:47
    definitions the Draw widget in page
  • 00:32:50
    feedback topic feedback and finally
  • 00:32:52
    workflow feedback now I'm not going to
  • 00:32:55
    go into details of of these feedback
  • 00:32:57
    definitions at this point um since I'll
  • 00:33:00
    be covering it in the next
  • 00:33:02
    slides and the final step is analyzing
  • 00:33:05
    the received feedback via experience and
  • 00:33:07
    service feedback dashboards let's dive
  • 00:33:10
    deeper into each of these steps right
  • 00:33:12
    from the feedback
  • 00:33:15
    configurations now like I've already
  • 00:33:17
    mentioned feedback configuration table
  • 00:33:19
    enables portal admin roles to set Global
  • 00:33:21
    onetime configurations that defines
  • 00:33:23
    behaviors such as anonymity privacy text
  • 00:33:27
    success message and draw position
  • 00:33:30
    anonymity is whether user response
  • 00:33:31
    should be anonymous by default or
  • 00:33:33
    defined by user optin then portal admins
  • 00:33:37
    could uh also configure the Privacy text
  • 00:33:40
    the success icon success messages and
  • 00:33:43
    draw placement options and just to
  • 00:33:46
    reiterate these configurations remain
  • 00:33:48
    the same for all kinds of feedback be
  • 00:33:51
    drawer feedback or portal or
  • 00:33:55
    email
  • 00:33:58
    moving on to the feedback definition
  • 00:34:00
    feedback definition table in general
  • 00:34:03
    determines key information about the
  • 00:34:05
    feedback such as where it will be shown
  • 00:34:07
    who will it be shown to what will uh be
  • 00:34:10
    shown on the viset and so
  • 00:34:12
    on so uh the first type of feedback
  • 00:34:15
    definition is for the draw viset that
  • 00:34:18
    can capture overall portal experience
  • 00:34:20
    for the users across all portal pages
  • 00:34:23
    except for the pages which you have
  • 00:34:25
    explicitly excluded
  • 00:34:27
    from configuration perspective portal
  • 00:34:29
    admins could Define the audience who
  • 00:34:31
    should be seeing this widget and
  • 00:34:32
    configure Pages where the Draw widget
  • 00:34:35
    should not be visible to avoid feedback
  • 00:34:37
    fatigue where other forms of feedback uh
  • 00:34:39
    must be present like an in page feedback
  • 00:34:42
    widget then second we have is the in
  • 00:34:45
    page feedback vdet that can capture
  • 00:34:47
    inline feedback on specific portal Pages
  • 00:34:49
    like homepage new center Etc and portal
  • 00:34:53
    admins could Define the audience
  • 00:34:55
    configure Pages where feed back must be
  • 00:34:57
    captured and also configure the feedback
  • 00:34:59
    question and rating Define if it should
  • 00:35:01
    be 5 point 3 point or 2 point and so
  • 00:35:06
    on now um very similar to the in page
  • 00:35:10
    feedback the third we have is the topic
  • 00:35:13
    feedback which is again an inpage
  • 00:35:16
    experience flow wiget which can capture
  • 00:35:19
    topic page specific feedback the
  • 00:35:22
    experien flow viset is placed out of the
  • 00:35:24
    box on topic pages and the portal admins
  • 00:35:27
    just have to configure audience rating
  • 00:35:30
    and topic Pages where feedback should be
  • 00:35:34
    captured last we have is the service
  • 00:35:37
    workflow def feedback definition that
  • 00:35:39
    can be used to capture feedback during
  • 00:35:42
    or after service request
  • 00:35:44
    fulfillment the service workflow
  • 00:35:46
    feedback uh can be captured via portal
  • 00:35:49
    or via the email Channel and along with
  • 00:35:52
    the basic details like audience reading
  • 00:35:54
    Etc portal admins uh must configure the
  • 00:35:56
    the trigger conditions or email
  • 00:35:59
    notifications where the feedback must be
  • 00:36:01
    prompted and um don't be too overwhelmed
  • 00:36:04
    with all this information here it is
  • 00:36:07
    important to understand why would you
  • 00:36:09
    need to configure any particular type of
  • 00:36:11
    feedback definition rest all details
  • 00:36:14
    will be clear as Melody will go on about
  • 00:36:16
    the
  • 00:36:19
    demo now uh to allow service and
  • 00:36:22
    experience admins to analyze the
  • 00:36:24
    feedback received over a period of time
  • 00:36:26
    we have built experience and service
  • 00:36:28
    dashboard to report the aggregate rating
  • 00:36:31
    for experience and service feedback over
  • 00:36:33
    a period of
  • 00:36:34
    time one important thing uh or important
  • 00:36:37
    note to call out here is that you would
  • 00:36:39
    need to have survey reader role to
  • 00:36:42
    access feedback dashboard just having
  • 00:36:44
    the portal admin role will not
  • 00:36:47
    suffice this dashboard could help you
  • 00:36:49
    analyze the aggregate feedback rating
  • 00:36:51
    received in last 6 months with a
  • 00:36:54
    provision to drill down the responses by
  • 00:36:56
    channels that is Portal or email then
  • 00:36:59
    you could analyze the average feedback
  • 00:37:01
    ratings for all the different feedback
  • 00:37:03
    definitions that have been configured
  • 00:37:06
    and finally analytics for the
  • 00:37:08
    experienced Draw widget is also there
  • 00:37:11
    and there's also of service and
  • 00:37:13
    experience feedback rating breakdown by
  • 00:37:16
    the
  • 00:37:18
    pages I'll just pause here to see U if
  • 00:37:21
    there any additional questions or
  • 00:37:23
    comments that we would like to address
  • 00:37:25
    or add here
  • 00:37:29
    yeah the most common question that is
  • 00:37:31
    coming is whether we can see byy page um
  • 00:37:35
    in terms of where the rating is so if
  • 00:37:37
    you have drawer widget placed in
  • 00:37:38
    multiple Pages you can uh break it down
  • 00:37:42
    by pages and see where it is coming from
  • 00:37:45
    and each of the widgets that you place
  • 00:37:47
    can also be like you know U the drill
  • 00:37:51
    down at the level of
  • 00:37:54
    page right absolutely
  • 00:38:00
    so um handing back over to Melody for
  • 00:38:04
    the demo over the admin
  • 00:38:08
    experience all right sounds good so for
  • 00:38:11
    the admin side I'm going to first start
  • 00:38:14
    with the dashboard that uh Smithy had
  • 00:38:16
    just shown us here and kind of um go a
  • 00:38:18
    little bit bigger picture and then drill
  • 00:38:20
    down into more of how do we create
  • 00:38:22
    definitions how do we do the
  • 00:38:23
    configurations for the feedback so um
  • 00:38:27
    with what Smithy showed earlier this
  • 00:38:29
    dashboard again is out the box and it's
  • 00:38:31
    a great way for you to actually just
  • 00:38:33
    take advantage of um you know measuring
  • 00:38:36
    how you're doing and just seeing how
  • 00:38:37
    effective the the feedback um and the
  • 00:38:40
    portal is right so some of the metrics
  • 00:38:43
    and reports that you get to see here are
  • 00:38:45
    what are the average ratings that we've
  • 00:38:47
    um we've received so far in the last six
  • 00:38:50
    months what channels are
  • 00:38:53
    really driving these the feedback and
  • 00:38:56
    what's where are people mostly
  • 00:38:57
    responding back to so that we know where
  • 00:38:59
    to Target and what's a good place to
  • 00:39:01
    kind of Garner these uh feedback
  • 00:39:04
    requests and feedback um from the the
  • 00:39:08
    employees as well as just you know
  • 00:39:10
    seeing what pages are being are getting
  • 00:39:13
    the most responses or what are the
  • 00:39:14
    ratings and all these different things
  • 00:39:16
    that just help you understand where
  • 00:39:19
    you're at today what are people
  • 00:39:20
    responding back to and then um how else
  • 00:39:23
    you can look to improve in the future um
  • 00:39:25
    and create optimal uh portal experience
  • 00:39:28
    uh service experience for your
  • 00:39:31
    employees so this is just at that that
  • 00:39:34
    Big Picture level now if we drill in one
  • 00:39:36
    layer deeper into the actual
  • 00:39:37
    configuration side of things I want to
  • 00:39:39
    first start off with that feedback
  • 00:39:42
    configuration and with the feedback
  • 00:39:43
    configuration if you remember this is
  • 00:39:45
    just that onetime setup for you to start
  • 00:39:48
    on all of the um the feedback uh
  • 00:39:52
    processes and experience that you that
  • 00:39:54
    we got to see you know um and for the
  • 00:39:57
    feedback configuration first we want to
  • 00:39:59
    make sure we tie it to the right portal
  • 00:40:00
    that we um are offering to our employees
  • 00:40:03
    and then afterwards if there's any
  • 00:40:04
    Anonymous response that we want to call
  • 00:40:06
    out whether it's you know users can
  • 00:40:08
    remain Anon Anonymous or they should opt
  • 00:40:11
    in and uh provide information whatever
  • 00:40:14
    the choice that you want to make here in
  • 00:40:15
    terms of um you know what data you want
  • 00:40:17
    to collect uh we give you that
  • 00:40:19
    flexibility here as well and then the
  • 00:40:22
    three tabs on the bottom here uh talking
  • 00:40:24
    about privacy and making sure that
  • 00:40:26
    employees are aware of uh what is a
  • 00:40:29
    company's privacy policy um and then
  • 00:40:32
    just prompting them to read that text or
  • 00:40:34
    read that um uh document on privacy and
  • 00:40:38
    then giving them more context around
  • 00:40:40
    what is this document what are what are
  • 00:40:42
    the details that we will capture won't
  • 00:40:44
    capture things like that just so they
  • 00:40:46
    have a little bit more information
  • 00:40:48
    before um they select whether they want
  • 00:40:50
    to op in or not
  • 00:40:51
    Etc now the second tab that we're seeing
  • 00:40:54
    here is for the success message
  • 00:40:56
    um this is just that acknowledgement
  • 00:40:58
    piece at the end of the feedback just
  • 00:41:01
    letting the employee know that yep we
  • 00:41:03
    received it you're good to go and thank
  • 00:41:04
    you for your feedback and you can add
  • 00:41:07
    whatever text you like here just to make
  • 00:41:08
    it a little bit more um on brand for you
  • 00:41:11
    and um have the right messaging at the
  • 00:41:14
    end there and then lastly with that
  • 00:41:16
    drawer option um if you want to have
  • 00:41:19
    certain placements certain orientation
  • 00:41:21
    and text for this drawer just to make
  • 00:41:23
    sure that the employees know where that
  • 00:41:25
    drawer is
  • 00:41:26
    and um and can uh click on the right
  • 00:41:30
    thing there then you can have different
  • 00:41:33
    design options here as well to um kind
  • 00:41:35
    of call attention to that drawer um
  • 00:41:39
    option all right so this is it on the
  • 00:41:42
    configuration pretty straightforward and
  • 00:41:44
    pretty easy for you to get started with
  • 00:41:46
    that now the next part I'll get into is
  • 00:41:49
    that um feedback definition and that's
  • 00:41:52
    where we'll start um adding the
  • 00:41:54
    different components to
  • 00:41:56
    you know figure out where we want to put
  • 00:41:58
    the the widget and which page it's going
  • 00:42:00
    to be on is it going to be a service
  • 00:42:02
    feedback Etc now for this example um I
  • 00:42:05
    wanted to actually
  • 00:42:06
    show uh the the experienced flow widget
  • 00:42:11
    and kind of the service feedback right
  • 00:42:13
    and more for an HR use case rather than
  • 00:42:16
    an it1 because we we got to see how it
  • 00:42:18
    looks on the it front and I think there
  • 00:42:20
    was a question around you know can this
  • 00:42:22
    work for HR so we'll love to show you
  • 00:42:24
    guys how this looks now for this
  • 00:42:26
    feedback definition of record I am going
  • 00:42:29
    to uh call this HR payroll case this is
  • 00:42:32
    a example that I'm going to use here and
  • 00:42:35
    I can also Define what kind of feedback
  • 00:42:38
    it it's going to be where it's going to
  • 00:42:39
    live so is it going to be a drawer one
  • 00:42:41
    is it that in page one like the one we
  • 00:42:43
    got to see on the homepage will it be a
  • 00:42:45
    topic page will it be a workflow meaning
  • 00:42:48
    after the employee submits an HR case
  • 00:42:50
    we'll put we'll ask them for feedback
  • 00:42:53
    after that and that's the one that I
  • 00:42:55
    want to choose for today okay and I can
  • 00:42:57
    also select which channel this is going
  • 00:42:59
    to live on is a portal or is it email
  • 00:43:01
    for now I'm going to just start with
  • 00:43:02
    portal because maybe that's where I'm
  • 00:43:04
    getting a lot of traction and traffic so
  • 00:43:07
    I want people to just start there um and
  • 00:43:10
    then any questions that I have for the
  • 00:43:12
    employee I can ask them how would you
  • 00:43:14
    rate your experience I can add a little
  • 00:43:16
    bit more here and say um when submitting
  • 00:43:20
    an HR case so how would you rate your
  • 00:43:22
    experience when Smitty an HR case and I
  • 00:43:24
    have different rating options here if I
  • 00:43:26
    want to do a fivepoint scale a numeric
  • 00:43:28
    scale emojis or thumbs but for now I
  • 00:43:30
    think I want to do a numeric scale just
  • 00:43:32
    so I can kind of change it up a little
  • 00:43:34
    bit and get um a numbers out of this
  • 00:43:37
    right and then if I want any additional
  • 00:43:39
    information about this experience um I
  • 00:43:42
    can also request that from the employee
  • 00:43:44
    as well and then lastly if there's any
  • 00:43:46
    audience people that I want to um have
  • 00:43:50
    this feedback which it appear to or not
  • 00:43:53
    appear to then I can also further Define
  • 00:43:55
    that as well
  • 00:43:56
    for now I'm just going to keep it as is
  • 00:43:58
    and I'm going to submit this uh feedback
  • 00:44:00
    definition and then from
  • 00:44:03
    there I need to start defining the
  • 00:44:05
    trigger conditions and the trigger
  • 00:44:07
    conditions are the ones that um that
  • 00:44:09
    we're going to check different
  • 00:44:11
    conditions for to make sure we're
  • 00:44:13
    showing this to the right people we're
  • 00:44:14
    showing it at the right time so in this
  • 00:44:17
    trigger condition record I want to First
  • 00:44:19
    Define what table this um you know I'm
  • 00:44:24
    trying to pull information from or just
  • 00:44:26
    where this payroll case would live and
  • 00:44:29
    the table that I'm going to look to here
  • 00:44:31
    is an HR payroll case table and then
  • 00:44:34
    afterwards who is actually going to see
  • 00:44:36
    this information so I want to define the
  • 00:44:38
    user field and I can I'm going to just
  • 00:44:40
    Define it for subject person so this is
  • 00:44:42
    a person who's actually um you know
  • 00:44:44
    submitted this case so that's the person
  • 00:44:47
    I want to Target to ensure that um we
  • 00:44:49
    have the their feedback after they'
  • 00:44:52
    submitted the the
  • 00:44:54
    case now uh repeat interval this is
  • 00:44:57
    essentially saying if I have multiple
  • 00:45:01
    surveys then I want to have uh a minimum
  • 00:45:04
    period that should pass before another
  • 00:45:07
    survey gets sent out or the same survey
  • 00:45:09
    gets resent to um the same user so in
  • 00:45:13
    this case I only have one survey but I
  • 00:45:15
    don't really want any repeat intervals
  • 00:45:17
    anyway so I'm going to just say zero for
  • 00:45:19
    that and then when we look to these
  • 00:45:21
    related fields on the bottom the related
  • 00:45:23
    fields
  • 00:45:24
    are um basically just fields that
  • 00:45:27
    contain different values for reporting
  • 00:45:30
    purposes so you're just going to pick a
  • 00:45:32
    reference field from uh that table for
  • 00:45:35
    HR payroll case and then once a trigger
  • 00:45:38
    condition would generate that survey or
  • 00:45:41
    the feedback then the system would store
  • 00:45:43
    that value from the triggering record so
  • 00:45:46
    for now I'm not really going to deal
  • 00:45:48
    with this I don't think I need that for
  • 00:45:50
    the purpose of today so I'm going to
  • 00:45:52
    leave these as none and then on the
  • 00:45:54
    right here this is the trigger r
  • 00:45:55
    randomly now the trigger randomly is
  • 00:45:58
    just a checkbox that determines when
  • 00:46:01
    should I send out these um these
  • 00:46:04
    feedback uh requests to the employee
  • 00:46:07
    right if I was to actually check this
  • 00:46:11
    and it's only going to show up a you
  • 00:46:12
    know a percentage of the time it's based
  • 00:46:14
    on probability percentage but uh if I
  • 00:46:17
    was to clear this and not trigger this
  • 00:46:21
    randomly then what it it ends up doing
  • 00:46:24
    is it's going to only send it out every
  • 00:46:26
    time the conditions are met so for this
  • 00:46:29
    one I'm going to just pick trigger
  • 00:46:31
    randomly and just ensure that um if I
  • 00:46:35
    have 100% of the conditions that are met
  • 00:46:37
    the ones that I've defined the the
  • 00:46:39
    conditions then it would trigger the the
  • 00:46:42
    feedback um and ask an employee for
  • 00:46:44
    feedback every time okay and the last
  • 00:46:48
    thing I'll do here is to define the
  • 00:46:51
    condition um I'm going to just say I
  • 00:46:54
    just want to make sure that this case
  • 00:46:55
    case is active so I'll have the active
  • 00:46:58
    is true uh condition laid out here and
  • 00:47:00
    I'll submit this so after that the
  • 00:47:03
    trigger conditions are done the feedback
  • 00:47:05
    definition has been created and all I
  • 00:47:07
    want to do now is just to make sure that
  • 00:47:09
    everything works and just show you what
  • 00:47:11
    it would look like from an hrk
  • 00:47:13
    standpoint so on the front end view here
  • 00:47:16
    I am just simply picking a direct
  • 00:47:18
    deposit uh request and I'll just say
  • 00:47:21
    question is um changing direct deposit
  • 00:47:25
    and then once I submit this um a
  • 00:47:28
    feedback request should show up on the
  • 00:47:30
    bottom here uh under that ticket page
  • 00:47:32
    and I can rate the the experience that I
  • 00:47:36
    had
  • 00:47:37
    okay so hopefully this is helpful so far
  • 00:47:41
    um SMY any other questions before I hand
  • 00:47:44
    it off to
  • 00:47:47
    you I guess uh prar and aan and Puja are
  • 00:47:51
    Manning it pretty well there are um no
  • 00:47:54
    open questions to address as of
  • 00:47:57
    now all righty sounds good well I will
  • 00:48:00
    let you um close it off for us today
  • 00:48:02
    then
  • 00:48:09
    awesome so um after the demo of the
  • 00:48:12
    admin experience we'll move on to the
  • 00:48:14
    last part of the session that is um
  • 00:48:18
    additional guidance as for uh deployment
  • 00:48:21
    guidance we've already discussed the
  • 00:48:23
    requirements of the February store
  • 00:48:26
    release would be required so latest
  • 00:48:28
    application plugins for EC Pro and
  • 00:48:31
    Outlook actionable messages um and
  • 00:48:34
    additionally uh you would need to be on
  • 00:48:37
    UTA family or above needless to say this
  • 00:48:40
    is an EAS Pro functionality only and uh
  • 00:48:43
    we have already talked about the
  • 00:48:45
    different feedback visits the experienc
  • 00:48:48
    workflow visit is placed out of the box
  • 00:48:50
    on service catalog request pages and um
  • 00:48:53
    admin would need to config Tri the
  • 00:48:55
    trigger conditions where the feedback
  • 00:48:57
    must be prompted just like Melody has
  • 00:49:00
    just shown you if you would like to
  • 00:49:02
    capture feedback on any other service
  • 00:49:03
    workflow pages so you could place the
  • 00:49:05
    workflow wiget manually via the page
  • 00:49:07
    designer and experience flow wiget is
  • 00:49:10
    placed out of the box on topic pages and
  • 00:49:13
    service catalog items Pages however it
  • 00:49:16
    can be placed on any other portal page
  • 00:49:18
    manually bya the page designer finally
  • 00:49:21
    the feedback drawer is available on all
  • 00:49:24
    pages and auto enabled upon
  • 00:49:28
    upgrade now how is it uh the uh how is
  • 00:49:31
    the integrated experience and service
  • 00:49:33
    feedback functionality different from
  • 00:49:36
    other feedback functionalities that we
  • 00:49:39
    have as of now with service now um
  • 00:49:41
    environment like surveys or listening
  • 00:49:43
    posts so listening post is essentially U
  • 00:49:46
    it requires hrsd Enterprise license and
  • 00:49:50
    service is based on the service
  • 00:49:51
    framework that is available to all itm
  • 00:49:54
    and HR customer customers whereas this
  • 00:49:57
    integrated experience and service
  • 00:49:59
    feedback functionality requires employee
  • 00:50:00
    Center Pro
  • 00:50:01
    license now from experienced feedback
  • 00:50:04
    point of view listening post caters to
  • 00:50:07
    voluntary feedback uh via a draw vidget
  • 00:50:10
    and for sways uh we um we do not have as
  • 00:50:14
    of now very easy or seamless way to
  • 00:50:17
    capture the experience feedback but uh
  • 00:50:20
    for the integrated experience and
  • 00:50:21
    service feedback functionality we have
  • 00:50:24
    um U and enhance this experience to
  • 00:50:26
    capture the experience feedback overall
  • 00:50:28
    via the draw widgets the in page widgets
  • 00:50:31
    and the analytics and we have um much
  • 00:50:33
    more enhancements coming up with our May
  • 00:50:35
    release as well for the service feedback
  • 00:50:39
    functionality for listening post it's
  • 00:50:42
    available via the P service and uh you
  • 00:50:45
    could capture the feedback uh for the
  • 00:50:47
    journeys and life cycle events so it's
  • 00:50:50
    tied to a particular life cycle event
  • 00:50:52
    for example P service for checking on on
  • 00:50:55
    the onboarding activities of a
  • 00:50:57
    particular new employee and so on
  • 00:51:01
    service is available through the my
  • 00:51:03
    service visit um in the um employee
  • 00:51:05
    Center portal and uh it can also be
  • 00:51:08
    administered through non-actionable
  • 00:51:10
    email
  • 00:51:12
    notifications it is extensible to all
  • 00:51:15
    service workflows but there's a certain
  • 00:51:17
    amount of configuration that's required
  • 00:51:19
    and the service feedback via uh the
  • 00:51:22
    capability that we are talking about the
  • 00:51:24
    integrated experience and service
  • 00:51:26
    feedback it's available through the
  • 00:51:28
    embedded in page visits
  • 00:51:31
    or actionable emails and with our me
  • 00:51:34
    release we'll also be talking about the
  • 00:51:36
    popovers and it's extensible to All
  • 00:51:39
    Service
  • 00:51:41
    workflows uh Puja or said is there
  • 00:51:44
    anything that you would like to add on
  • 00:51:46
    the slide
  • 00:51:51
    particularly um so one thing that I
  • 00:51:54
    would add is if you are using listening
  • 00:51:57
    post today let's say you're using it for
  • 00:51:59
    employee Journeys or any of your life
  • 00:52:01
    cycle events you should continue using
  • 00:52:04
    those because those are designed for
  • 00:52:06
    those Journey
  • 00:52:07
    events and use the integration feedback
  • 00:52:11
    for any of the service workflows that
  • 00:52:13
    you are considering to build um um
  • 00:52:17
    feedback mechanism for when it comes to
  • 00:52:21
    surveys um I would suggest looking
  • 00:52:24
    deeply into how you using the surveys um
  • 00:52:28
    there may be certain use cases where you
  • 00:52:30
    want to run a really long form survey
  • 00:52:32
    and um want it to be like an annual
  • 00:52:35
    survey or or like you know employee
  • 00:52:38
    voice survey it might still be okay to
  • 00:52:40
    use your surveys we do have an extension
  • 00:52:42
    coming in May which Smithy will go
  • 00:52:44
    through very shortly which will kind of
  • 00:52:46
    help you kind of bring the new widgets
  • 00:52:50
    that we have shipped with um this
  • 00:52:52
    capability and surveys together CU you
  • 00:52:54
    can just launch a short survey from the
  • 00:52:57
    widget
  • 00:53:00
    um so yeah so think of this as an as an
  • 00:53:03
    added capability and how it would work
  • 00:53:05
    with what you have already built with
  • 00:53:07
    these other
  • 00:53:11
    capabilities awesome um so I guess with
  • 00:53:15
    that we have addressed a lot of incoming
  • 00:53:17
    questions uh that we had in the
  • 00:53:19
    beginning of the session how is it
  • 00:53:21
    different from surveys or listening
  • 00:53:23
    post now um moving moving on um before
  • 00:53:26
    we close the session we wanted to uh
  • 00:53:29
    give you some kind of a guideline that
  • 00:53:31
    you could take back home so um now that
  • 00:53:34
    you've understood uh the integrated
  • 00:53:36
    experience feedback capability um how to
  • 00:53:39
    configure it U let's discuss how you
  • 00:53:41
    could operationalize the feedback
  • 00:53:43
    process within your organization the
  • 00:53:45
    first step should be to strategize the
  • 00:53:48
    feedback process within your
  • 00:53:50
    organization which essentially means um
  • 00:53:53
    identifying the key stakeholders who
  • 00:53:54
    will be own owning the feedback
  • 00:53:56
    capability this could be the experienced
  • 00:53:58
    owners or service owners within your
  • 00:54:00
    organization who are interested in
  • 00:54:02
    capturing the feedback for their
  • 00:54:03
    respective
  • 00:54:04
    experiences then identifying The
  • 00:54:06
    Benchmark metrics at this point would
  • 00:54:08
    also help what is the minimum feedback
  • 00:54:10
    responses for you to consider a valid
  • 00:54:12
    evaluation and what feedback rating
  • 00:54:15
    would trigger an alarm for a process U
  • 00:54:18
    or experience overhaul so deciding
  • 00:54:21
    things like this in advance would ensure
  • 00:54:22
    that it is not just an implementation in
  • 00:54:24
    vain but a concrete plan to improve and
  • 00:54:28
    strategizing U would also include
  • 00:54:30
    identifying Which experiences and
  • 00:54:32
    services would you want to capture
  • 00:54:34
    feedback on and how to avoid feedback
  • 00:54:36
    fatigue so excluding experienced
  • 00:54:39
    feedback where an existing feedback
  • 00:54:40
    viset is bed things like
  • 00:54:43
    that the next step is defining the
  • 00:54:45
    global feedback configurations the
  • 00:54:48
    trigger points for prompting for
  • 00:54:50
    feedback and other configuration options
  • 00:54:52
    including the feedback definitions so
  • 00:54:54
    one one thing to keep in mind here would
  • 00:54:57
    be to ensure that consistency is there
  • 00:54:59
    across the portal um and uh while we are
  • 00:55:02
    dealing with all the different viets so
  • 00:55:05
    your different feedback wigets should
  • 00:55:07
    not be speaking different languages if
  • 00:55:09
    you could help with that for example can
  • 00:55:11
    we make the feedback rating experience
  • 00:55:13
    consistent across the portal can we make
  • 00:55:16
    the additional comments experience
  • 00:55:18
    consistent across the portal and uh
  • 00:55:20
    things like that now the final step
  • 00:55:24
    which completes this cyclic process is
  • 00:55:26
    to analyze the feedback Our intention
  • 00:55:29
    should be U uh to drive insights from
  • 00:55:32
    all these feedbacks and not let it sit
  • 00:55:35
    in a particular table so deciding upon a
  • 00:55:38
    regular Cadence at which the feedback
  • 00:55:40
    should be analyzed and deciding uh with
  • 00:55:43
    the stakeholders on what feedback should
  • 00:55:45
    be acted upon who will be acting on that
  • 00:55:47
    feedback and any EA for improvements to
  • 00:55:50
    be
  • 00:55:52
    implemented right so uh for the entirety
  • 00:55:56
    of this session we have talked about the
  • 00:55:58
    February release only but uh it would
  • 00:56:00
    make sense to give a sneak peek into the
  • 00:56:02
    enhancements that are upcoming for
  • 00:56:04
    integrated experience and service
  • 00:56:05
    feedback capability for May 2024 release
  • 00:56:09
    as well so we'll be making this
  • 00:56:11
    capability even more configurable for
  • 00:56:13
    the portal admins so they can configure
  • 00:56:16
    more trigger conditions for the feedback
  • 00:56:17
    to be prompted like it can be prompted
  • 00:56:20
    on page load uh via a modal window or at
  • 00:56:23
    a particular scroll point
  • 00:56:25
    or even at certain page view time so for
  • 00:56:28
    example I've spent like 30 or 40 seconds
  • 00:56:31
    on a page I'll be prompted or nuded for
  • 00:56:33
    a feedback with that being said we also
  • 00:56:37
    wanted to avoid feedback fatigue for the
  • 00:56:39
    end users so the admins can limit the
  • 00:56:42
    number of times a user is prompted for
  • 00:56:45
    feedback in a particular session or even
  • 00:56:48
    once the user clicks on an action called
  • 00:56:50
    remind me later or something similar
  • 00:56:52
    they won't be disturbed with a feedback
  • 00:56:54
    n for the rest of their
  • 00:56:57
    session then with the May release you'll
  • 00:57:00
    also be able to administer surveys for
  • 00:57:03
    service feedback like Puja had already
  • 00:57:05
    mentioned which will give you more
  • 00:57:07
    flexibility in configuring the feedback
  • 00:57:09
    questions so you could add a short
  • 00:57:11
    survey of four or five questions uh with
  • 00:57:14
    a service workflow which can be
  • 00:57:16
    delivered via a page
  • 00:57:18
    modal so this was just a very brief
  • 00:57:21
    sneak peek into the May release more
  • 00:57:24
    will be disc discussed in details in our
  • 00:57:26
    upcoming road map
  • 00:57:32
    webinars now uh before closing the
  • 00:57:34
    session uh there are just uh three main
  • 00:57:37
    uh key takeaways that I would like to
  • 00:57:40
    highlight here um first is uh we have
  • 00:57:43
    already U discussed or identified that
  • 00:57:46
    integrated experience and service
  • 00:57:47
    feedback uh that sols for the need to
  • 00:57:50
    capture continuous in the moment
  • 00:57:52
    feedback then uh experiened feedback is
  • 00:57:54
    for for capturing the generic feedback
  • 00:57:57
    across portal touch points and service
  • 00:57:59
    feedback is for capturing the service
  • 00:58:02
    workflow specific feedback right and uh
  • 00:58:06
    we have already discussed the strategize
  • 00:58:07
    Define and analyze phases for continuous
  • 00:58:10
    feedback process within your
  • 00:58:13
    organizations um I'll just pause here um
  • 00:58:16
    are there any questions or thoughts or
  • 00:58:18
    comments that we would like to address
  • 00:58:20
    here
  • 00:58:22
    Puja no um I think we're good let's
  • 00:58:25
    let's wrap up and uh thank you
  • 00:58:29
    everyone
  • 00:58:31
    awesome um just uh I'll leave on the
  • 00:58:34
    slide here for any additional resources
  • 00:58:37
    that you might want to take home or you
  • 00:58:39
    could reach out to us on U product
  • 00:58:41
    events atate
  • 00:58:44
    service.com the email IDE is right there
  • 00:58:47
    on the screen and thank you all so much
  • 00:58:50
    for joining if you have any further
  • 00:58:51
    additional questions please uh do reach
  • 00:58:53
    out to us thank you so
  • 00:59:01
    much
Tags
  • ServiceNow
  • Employee Feedback
  • Integrated Services
  • Experience Feedback
  • Continuous Feedback
  • Employee Center Pro
  • Feedback Widgets
  • Admin Configuration
  • User Experience
  • Dashboards