[Resources & Support] [Analytics] Analyze Medallia qualitative survey data for Resources & Support

[FranECross]

Status:
[2024-07-18] [Fran] Messaged UX folks asking who will be taking on this ticket.
[2024-04-04] Carved off Resources & Support into its own ticket

Description

Pull current Medalia data and analyze in order to understand user feedback, which will be used to determine future changes or enhancements to Resources & Support.

User story

AS A PO/PM of the Public Websites team
I WANT to understand current user feedback on the products in the Public Websites portfolio
SO THAT we can consider if there are any that we should try to work

When writing ACs and estimating, check how many rows are present in remaining data.

Notes / Background

Qualitative Medallia export was already requested in this ticket, which was closed (executed) on 3/1/23.

Acceptance criteria

• Pull more current data for the analysis
  Data from Resources & Support is reviewed, analyzed, summarized into a Portfolio spreadsheet, and if more than a spreadsheet cell is needed to summarize, then also a quick summary doc.
• Discuss findings with Fran, Michelle M, Michael S, and Jill A.

[FranECross]

@aklausmeier @davidmpickett @thejordanwood Are the Medalia tickets such as this for UXers to analyze, or is it PO/PM/UX to analyze? Should they actually be in Next Refinement? Thanks!

[aklausmeier]

Medallia qualitative synthesis and reporting is a UX research activity.

Medallia quant / CSAT can be either.

[aklausmeier]

Met with Randi Hecht. R&S's qualitative survey is continuously monitored by CAIA and summarized in their content product folder. Closing ticket to prevent duplicate work.