From 48bf3b27b417dfac0953128ffb57586d90ec0f4d Mon Sep 17 00:00:00 2001 From: Oliver Quinlan <12827950+oliverquinlan@users.noreply.github.com> Date: Thu, 22 Feb 2024 16:52:18 +0000 Subject: [PATCH 1/5] Create 2023-12-23-Support_Model Adding findings from support model research --- research/2023-12-23-Support_Model | 15 +++++++++++++++ 1 file changed, 15 insertions(+) create mode 100644 research/2023-12-23-Support_Model diff --git a/research/2023-12-23-Support_Model b/research/2023-12-23-Support_Model new file mode 100644 index 000000000..da315cdbb --- /dev/null +++ b/research/2023-12-23-Support_Model @@ -0,0 +1,15 @@ +# Support Model User Research + +## Key Headlines + +- Only 4% of support tickets were related to user issues. Interviews confirm that people see Forms as reliable and low risk. +- 25% of tickets were requests for information on the product, often information that is already available somewhere. +- Users have expectations of support related to their experience of other GDS products and GOV.UK. They expect quick initial responses, but understand fixes to issues may take several days. +- They want clear information so they can take action their side, such as updating landing pages or putting in place mitigations. +- Directing form completers to the appropriate action or alternative contacts is the action participants saw as most pressing. We could consider how we make sure contact details are available in case of any downtime or errors. +- Issues with the runner are likely higher priority than the admin, but there are some situations where urgent admin access would be needed to correct errors or launch new time sensitive forms. + +## Supporting Evidence +- [Report](https://docs.google.com/presentation/d/1ZH3PALkYQ0CR2VODJziOAAjSf3tBjcwYVwE2Am7QUNk/edit) +- [Playback](https://drive.google.com/drive/folders/12vJsl6M5gaMg6-IJRqw7EU01igJhE2-C) +- [Other files](https://drive.google.com/drive/folders/1lN87Pm5HI0y0J2YulG63tMfRjkyBkJog) From 31113ce6c75b2576083003a519fbb55c45ded1ed Mon Sep 17 00:00:00 2001 From: Oliver Quinlan <12827950+oliverquinlan@users.noreply.github.com> Date: Thu, 22 Feb 2024 16:59:34 +0000 Subject: [PATCH 2/5] Changed date in file name to correct error --- research/{2023-12-23-Support_Model => 2024-12-23-Support_Model} | 0 1 file changed, 0 insertions(+), 0 deletions(-) rename research/{2023-12-23-Support_Model => 2024-12-23-Support_Model} (100%) diff --git a/research/2023-12-23-Support_Model b/research/2024-12-23-Support_Model similarity index 100% rename from research/2023-12-23-Support_Model rename to research/2024-12-23-Support_Model From 8585bf38ffd071dd67a01b4143f5e1e3e90b6af1 Mon Sep 17 00:00:00 2001 From: Oliver Quinlan <12827950+oliverquinlan@users.noreply.github.com> Date: Tue, 27 Feb 2024 13:19:21 +0000 Subject: [PATCH 3/5] Update 2024-12-23-Support_Model Updated to align with new user research documentation template. --- research/2024-12-23-Support_Model | 14 ++++++++++++++ 1 file changed, 14 insertions(+) diff --git a/research/2024-12-23-Support_Model b/research/2024-12-23-Support_Model index da315cdbb..4d1adcb0d 100644 --- a/research/2024-12-23-Support_Model +++ b/research/2024-12-23-Support_Model @@ -1,5 +1,19 @@ # Support Model User Research +## 2024-12-23 / Sprint 43 + +## Aims +- Understand needs for support of existing and potential future forms +- Understand user expectations in terms of service level and support +- Identify any areas where service level or support may present barriers to adoption + +## Users +- Civil Servants +- 4 users + +## Methodology +- Interviews / Review of support tickets + ## Key Headlines - Only 4% of support tickets were related to user issues. Interviews confirm that people see Forms as reliable and low risk. From 933620e35592dd87c8f3c7e522df57f1cdbda5c2 Mon Sep 17 00:00:00 2001 From: Oliver Quinlan <12827950+oliverquinlan@users.noreply.github.com> Date: Tue, 27 Feb 2024 14:23:10 +0000 Subject: [PATCH 4/5] Update research/2024-12-23-Support_Model Co-authored-by: hannahkc --- research/2024-12-23-Support_Model | 3 ++- 1 file changed, 2 insertions(+), 1 deletion(-) diff --git a/research/2024-12-23-Support_Model b/research/2024-12-23-Support_Model index 4d1adcb0d..ef4b18faa 100644 --- a/research/2024-12-23-Support_Model +++ b/research/2024-12-23-Support_Model @@ -16,7 +16,8 @@ ## Key Headlines -- Only 4% of support tickets were related to user issues. Interviews confirm that people see Forms as reliable and low risk. +- Only 4% of support tickets were related to user issues. +- Interviews confirm that people see Forms as reliable and low risk. - 25% of tickets were requests for information on the product, often information that is already available somewhere. - Users have expectations of support related to their experience of other GDS products and GOV.UK. They expect quick initial responses, but understand fixes to issues may take several days. - They want clear information so they can take action their side, such as updating landing pages or putting in place mitigations. From ae9865ee3685cd98ca17d1cb5a6dac930dc458a8 Mon Sep 17 00:00:00 2001 From: Oliver Quinlan <12827950+oliverquinlan@users.noreply.github.com> Date: Tue, 27 Feb 2024 14:24:02 +0000 Subject: [PATCH 5/5] Added correct file extension --- .../{2024-12-23-Support_Model => 2024-12-23-Support_Model.md} | 0 1 file changed, 0 insertions(+), 0 deletions(-) rename research/{2024-12-23-Support_Model => 2024-12-23-Support_Model.md} (100%) diff --git a/research/2024-12-23-Support_Model b/research/2024-12-23-Support_Model.md similarity index 100% rename from research/2024-12-23-Support_Model rename to research/2024-12-23-Support_Model.md