soup to nuts: rapid iteration for innovative customer service
TRANSCRIPT
Soup to Nuts
Rapid Iteration for Innovative Customer
Service
IntroductionChris Bulin Lauren Trimble
Project Management Quagmire
The Lean Start Up
Brainstorming
Key Performance Indicators
Picture: Compass Study/Calsidyrose/CC2.0
SMART KPIs
Vision Quest
Lean Start Up’s VersionHow can you translate a strategy meant for an entire organization to the needs of your smaller, much more specific grouping?
● We broke down the broader ideas and vocabulary into specific, experimental stages designed to answer “Should this idea/project live?”
■ Vision● Strategy● Minimum Viable Product (MVP)
■ Steer● Hypothesis: Value and Growth● Metrics● Prediction● Test
Practical Magic
User Services’ Version● We made a handy guide that distilled Lean principles and their progress into a
more manageable format
● Determine your vision
● Develop a strategy
● Design a thing
● Determine the value of the thing
● Determine how the thing will grow over time
● Predict how the thing will do
● Decide how to best measure and test the thing
● After running the thing, and waiting a little bit, decide its fate
Implementation: Hot PotHypothesis Details
Creating an easier to navigate tool will increase use of the About and Support pages and help generate leads for Outreach.
MVP - This project will create a PDF flow chart or decision tree that will be added to support.jstor.org with links to the related Support and About pages.Experiment - The experiment will be to post the PDF to the support site and add a link to it in our canned responses.Measurement - We will be measuring the number of hits on this page to the website and the number of clicks on that page to other pages of the Support site or onto the About site.Prediction - Hits to the support site will increase by 5% per month.
Hot Pot MVP
Implementation: Soup TalkHypothesis Details
Users outside of JSTOR will find value in an informative and entertaining short video tutorial, and find that it humanizes JSTOR.
MVP- Create a Powerpoint that outlines our first Soup Talk video idea and present it to a teacher, a librarian, and a student. Have these users fill out a questionnaire for feedback to see if they find this product valuable.Experiment- Develop one video, add it to the Support site.Measurement-The questionnaire will have questions ranging from 1-5 from strongly disagree to strongly agree to gauge how users feel about the video. The questionnaire will cover usefulness, clarity, entertainment, and image of JSTOR.Prediction- Users will find the video informative,entertaining, and see a positive and inviting image of JSTOR.
Implementation: Peanut GalleryHypothesis Details
Building a forum on support.jstor.or will allow will raise the volume, frequency and quality of our interactions with the communities we support. The content they create will be funneled through a loop of useful feedback, adding to the quantity, diversity, and quality of our feedback.
MVP- We will build a forum on support.jstor.org. Experiment - The experiment will be to post the forum to the support site and see if anyone comments.Measurement - We will track the number of posts and chains of conversation as well as gauge the quality of the interaction (i.e. monosyllabic or a paragraph). We will also track the number of created user accounts. Prediction - A minimum of 10 new comments a week. Ideally, we would also see an increase in chains of discussion (i.e. one topic will garner many comments in lieu of many individual posts without comments) and an increase in user accounts, instead of anonymous accounts.
Peanut Gallery MVP
Blocks
Chat Widget PlacementHypothesis Details
The goal is to provide more opportunities for users to get real-time support on the JSTOR platform.
MVP- Create new chat widgets to be used on various pages of the platform.Experiment- Add chat widget to one or more pages where it is not already locatedMeasurement- After a minimum of 50 chats are answered from the User Response Page and Login page widgets, we'll review the reports and transcripts to looks for themes that support or disprove the hypothesis.Prediction- The URP and Login page will elicit more chats with users than others widgets (Contact Us, Support Site, and Purchase Workflows). The majority of user questions from these pages will be about access. User satisfaction will increase as a result of expanding opportunities for real-time support
Implementation: Librarian 101Hypothesis Details
Create a systematic way to introduce basic library concepts to new User Services Employees.
MVP - This project will create a presentation to contain the concepts and jargon related to libraries and librarianship that can help contextualize work in User ServicesExperiment - The experiment will be to create materials and a presentation that incorporate a field trip to see if it helps U.S. folks understand the librarian perspective on e-resources more fully.Measurement - We will be asking for feedback from members of the team after they have been presented with the materials.Prediction - User Services members will find the course helpful (a rating of 3 stars or more) to their understanding of how JSTOR works in an academic library environment.
Example Timeline
Results
Grow Together
Possible applications in libraries
Questions?
ReferencesAll gifs courtesy of Giphy.com
JSTOR Support Self-Help Website http://www.support.jstor.org
Ries, Eric. The Lean Startup: How Today's Entrepreneurs Use Continuous Innovation to Create Radically Successful Businesses. 2011. Print.
XKCD - Honest https://xkcd.com/1146/
Thanks!Lauren Trimble, User Advocacy and Accessibility Specialist
Chris Bulin, Senior Website Support Specialist
JSTOR Support
Twitter: @JSTORSupport
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