Survey Definition

[MC] Scope - limit to case definition and flow or use the opportunity to expand into other areas of CRM?

[MC] Legal - sign off ?

[MC] Incentive - Why should users complete the survey?… Is contributing to the design of a better tool enough?

Survey Pre-requisites

[MC] Inform user of average completion time -
This survey should take no longer than ?? to ?? minutes to complete

[MC] Survey Introduction - Why, Outcome

[MC] Legals - Disclaimer, NDA, etc

[MC] Survey Completion - Thank you page & High Level Results Published?

Survey Approach

[MC] Branching lines of questioning based on user tasks within CRM

Survey Questions

Case / General

• What type of user are you ( what best describes your role - 2 choices. 1st - I create cases, I gather fact finds, 2nd - I do all of that + other things in the system)
  
  [MC] Which of these best describes how you use eKeeper? (select only one)
  [ I just create cases ] [Case branch]
  [ I just gather fact finds ] [Fact Find branch]
  [ I create cases and I gather fact finds ] [Case & Fact Find branch] or [Case branch]
  [ I create cases, gather fact finds and more ] [Case, Fact Find & Other branch]
  [ I primarily configure and manage the CRM ] [Configuration and Management branch]
  [ Other ] - Free text [?]
  
  [ MC - Insight gained user demographic ]
  [MC - purpose of question to present targeted questions with the aim of shortening the survey effort ]
  
  

• What does case mean to you, and how do you use cases (add options to choose from, i never use cases)
  
  [MC - Case branch] Which best describes how you use cases? (mark to 1-10 scale for each)
  [ I create a new case for each new product purchase event ]
  [ I modify an existing case when an applicant renews a product ]
  [ I modify an existing case when an applicant adds a new product ]
  [ etc ]
  [ etc ]
  [ Other ] - Free text
  
  

• Do you ever search for cases, or it’s rather a product or an applicant?
  
  [MC - Case branch] Which best describes how you search the CRM? (mark to 1-10 scale for each)
  [ I search by Case ID ]
  [ I search by Product ]
  [ I search by Applicant ]
  
  

• What value does Case Summary page have to you? How and how often do you use it? - Add a scale 1-10
  
  [MC - Case branch] The Case summary page provides a snapshot of key case information from which users can delve deeper into the data on demand. How often do you use this page? (select only one)
  [ Rarely ] - Why? - Free Text
  [ Quite Often ]
  [ Often ]
  [ Very Often ]
  [ All the time ]
  
  

• If you could choose what informations you would like to see in Case Summary, what would it be? - add some more fields to choose from, and add - other
  
  [MC - Case branch] What key summary case information should appear on the case summary page? (Select all that apply)
  [ Item ]
  [ Item ]
  [ Item ]
  [ Item ]
  - Other - [ Free text ]
  - Other - [ Free text ]
  - Other - [ Free text ]
  
  

• Do you use Quote(s) panel? What’s the value for you? - Describe quotes panel + add scale, add answers I never use it etc
  
  [MC - Case branch] The Quotes page provides ... How often do you use this page? (select only one)
  [ Rarely ] - Why? - Free Text
  [ Quite Often ]
  [ Often ]
  [ Very Often ]
  [ All the time ]
  
  

• Do you use the Timeline panel? How do you use it? - same as quotes
  
  [MC - Case branch] The Timeline page provides ... How often do you use this page? (select only one)
  [ Rarely ] - Why? - Free Text
  [ Quite Often ]
  [ Often ]
  [ Very Often ]
  [ All the time ]
  
  

• In your opinion, how can the case creation and management process be improved?
  
  [MC - Case branch] In your opinion, what could be added, removed or altered within eKeeper to improve case creation, case workflow or case management?
  - Case Creation - [ Free text ]
  - Case Workflow - [ Free text ]
  - Case Management - [ Free text ]

...

• What’s the average number of applicants per case? - give them choice
  
  [MC - Case branch] On average, what is the number of applicants per case? (select only one)
  [ 1-2 ]
  [ 3-4 ]
  [ 5-10 ]
  [ Greater than 10 ]
  

• What are the most important applicants' details you would like to see in Case Summary? - Give some choice, ask about minimum
  
  [MC - Case branch] What key summary information should appear on the case summary page for Applicants? (Select all that apply)
  [ Item ]
  [ Item ]
  [ Item ]
  [ Item ]
  - Other - [ Free text ]
  - Other - [ Free text ]
  - Other - [ Free text ]
  

• What information do you usually ask when adding a new applicant? What’s the minimum?

• What are your thoughts on the current adding an applicant experience? What would improve your experience? [MC - This question needs to be more specific]

• What are your biggest frustrations when adding an applicant? [MC - do we have any frustrations from research to validate?]

• Do you perform any actions against applicants, such as adding a note, or uploading a document? (in applicant details view) [MC - suggest asking … when you add a note or upload a document, how often do you do it in the following sections of the CRM? and list sections]

Products

• What’s the average number of products per case? What’s the maximum number you have ever had?
  
  [MC - Case branch] On average, what is the number of products per case? (select only one)
  [ less than 5]
  [ 5 - 10 ]
  [ 10 - 15 ]
  [ Greater than 15 ]
  
  

• What are the most important products' details you would like to see in Case Summary?
  
  [MC - Case branch] What key summary information should appear on the case summary page for Products? (Select all that apply)
  [ Item ]
  [ Item ]
  [ Item ]
  [ Item ]
  - Other - [ Free text ]
  - Other - [ Free text ]
  - Other - [ Free text ]
  

• What are your thoughts on “Add Product” experience? What would improve it in your opinion?
  [MC - This question needs to be more specific]

• How often do you use “Associate a Product” feature when adding a product?

• In which order you would like to have Products displayed? (e.g. Last edited first, recently added first, or maybe you would like to be able to change the order manually)
  [MC - If this order you be set during configuration and we add a sort then do we need to ask this?]

• Have you ever been in a situation, when you don’t know what product to assign? If so, what do you do in such situation?
  [MC - do we have research for this question that we wan to validate or has the question come from somewhere else?]

Product view

• Could you briefly describe what’s your process after creating a case, adding applicant(s), and adding product(s)?
  [MC - If the user can choose either of these as a starting point for a case why do we need to ask?]

• When you are in product view, how often do you need to refer to the Applicants' details? Is it important for you to see them visible for all the time?
  [MC - This needs to be one question to ascertain whether it needs to be included on the page or not]

• What actions do you perform the most often when working on a Product?
  [MC - Which of the following actions do you… ? and then we should list the actions and add an other field ] (Select all that apply)

• Is there any additional data you would like to have displayed in the Product view?
  [MC - The question should list the data presented and then ask is their any key data missing] (Free text)

• What are your thoughts on the current Product view? How would you improve it?
  [MC - This question needs to be more specific]

• What are your biggest frustrations on Product view?
  [MC - do we have any frustrations from research to validate?]

• Do you think all products should have the same structure of panels and fields within them, or it does not matter to you?

• How do you structure your panels within a product? You prefer single or two column view?
  [MC - this would be better asked regarding how they consume the data displayed - how quickly do you need to access? do you ever need to compare 2 data sources?, etc]

• What panels are the most important for you?
  [MC - Would be better to list all the panels and ask the form filler to rank them in importance]

• Do you find any panels redundant and you never use them?
  [MC - great question and would be useful to know why they never use them]

[MC - Is there anything else we need to validate?… for case? or others functionality if in scope? ]

[MC - List most recent cases, products, applicants?]

[MC - Do you ever take notice or read interstitial pages - ie when changing status?]

[MC - Business Summary?]

[MC - Dairy entry workflow?]

[MC - How many Stages?] - Alan?

...

Survey questions_v2

Questions oriented on actions - Including Mike's feedback

Case

• What type of user are you? [Select one]

  • Adapting workspace to my business, working with system settings and using advanced features, working with clients and more

  • Working with clients, creating cases, gathering fact finds, advising on products

  • I do other things in the system

    • Ask what’s the other role in the system?

• Which best describes how you use cases? [Select one]

  • I use case to add products and customers that are associated together

  • I always create a new case for a new product

  • I don’t need case, I would prefer to just create a product and assign applicant(s) to it

  • I don’t understand a case term and I don’t know how should I use it

  • I use the case differently

    • Ask how?

• Which best describes how you search the CRM?[1-10 scale for each]

  • I search by Case reference

  • I search by Product reference

  • I search by Applicant name

  • I search via Business Summary Table

  • I use different methods to search what I need

    • Ask how?

• The Case summary page provides a snapshot of key case information (applicants and products) from which users can delve deeper into the data on demand. What’s the value of Case Summary Page for you? [1-10 scale]

  • Ask why?

• What do you use Case Summary for?[Select all that apply]

  • Check basic applicants' details

  • Check basic products’ details

  • Check applicants’ other products

  • I don’t use Case Summary

    • Ask why?

  • It doesn’t contain the data I would like to see

    • Ask what they would like to have there?

• Quote(s) page contains all illustrations, from all products on the case. Is this page useful for you? [Select all that apply]

  • Yes, I use it regularly

  • Yes, but just sometimes

  • No, I only use Illustrations on a Product view

  • I wasn’t aware such a feature exists

  • Other

    • Ask for an answer

• Timeline is a history of actions [MC - held within the case] against products and applicants. Is this feature useful for you?[Select one]

  • Yes, I use it regularly

  • Yes, but just sometimes

  • No, I look at history/notes in the product view

  • No, I don’t find it useful

  • I wasn’t aware such a feature exists

  • Other

    • Ask for an answer

Applicant

• On average, what is the number of applicants per case? [Select one]

  • 1-2 applicants

  • 3-5 applicants

  • More than 6 applicants

  • 1-2 applicants + business

  • 3-5 applicants + business

  • More than 6 applicants + Business

  • Other

    • Ask for an answer

• How would you rate current adding applicants experience? [1-10 scale]

  • Ask why? If < 5

• Which of the following additional actions do you perform against an applicant? [Select all that apply]

  • Granting Consent

  • Adding action notes

  • Attaching files

  • Creating diary entries

  • Checking other cases and products

  • Schedule of Property

  • I never use any of those

    • Why?

  • I would like to be able to do other actions

    • What actions?

• When working on a product, how often do you need to refer to the applicants’ data? [1-10 scale]

  • In which situations?

Product

• What’s the average number of products per case? [Select one]

  • 1-2 products

  • 3-5 products

  • 6-10 products

  • More than 10

• What do you do, when you don’t know what product to assign? [Select one]

  • I add a New Enquiry, and I change it once I know what product to assign

  • I add any product and I change it once I know what product to assign

  • I skip it, and I add a product once I have more details

  • It doesn’t happen to me

  • Other

    • What?

• Do you associate products when adding a new product? [Select one]

  • Yes, often

  • Yes, but rarely

  • No, I associate products later in the process

  • No, I don’t associate products at all

  • Other

    • What?

• How often do you perform these actions in the process while working on a product? [Rate every action 1-10 ]

  • Create case notes

  • Create diary entries

  • Attach documents & files

  • Add simple tasks

  • Change product stage

  • Sourcing

  • Contact customer (email, phone)

  • Other actions

    • What are these?

• What are your steps after you set up a case (add applicants, add product)? [Number them in sequence]

  • Collect basic documents

  • Initial Fact Find

  • Run Credit Report

  • Quick sourcing check

  • Check all documents and the data

  • Sourcing

  • Detailed Fact Find

  • Run full sourcing

  • Missing steps

    • What are these?

• How do you configure panels layout for your product? [Select one]

  • I use the default system setup

  • I create the same layout for all products

  • Each product has its own panel layout

  • Other

    • What’s that?

• Rank all the panels in importance and usage for your workflow [number them in importance]

  • Case notes

  • Diary Entries

  • Attached Files

  • Additional Product Details

  • Further Details

  • Trustees and Beneficiaries

  • Transactions

  • Funds

  • Simple Tasks

  • Additional Product Details

  • Document History

  • Participants

  • Stage History

  • Supporting Documents

  • Commission Options

  • Initial Enquiry

  • Credit Search

  • Hometrack

  • Borrower Experience

  • Related Products

  • Email History

  • Application Details

  • Product Details

  • Comments?

    • What are these?
      

Based on this one, we can create a default panel layout that would work for most / new brokers

...

• Rank all the panels in importance and usage for your workflow [Select all that apply]

  • Case notes

  • Diary Entries

  • Attached Files

  • Additional Product Details

  • Further Details

  • Trustees and Beneficiaries

  • Transactions

  • Funds

  • Simple Tasks

  • Additional Product Details

  • Document History

  • Participants

  • Stage History

  • Supporting Documents

  • Commission Options

  • Initial Enquiry

  • Credit Search

  • Hometrack

  • Borrower Experience

  • Related Products

  • Email History

  • Application Details

  • Product Details

  • • Branched questions for selected answers to ask why?

• What could improve your current experience when working on a product? [Select all that apply]

  • More guidance along the process

  • Better training on CRM features

  • Improving individual features experience

  • Other

    • What’s that?