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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 ]

Applicants

  • 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 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 under 5

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