Whats involved?
Systematic and methodical tagging
Utilising Dovetail's software, our research group created a database of "tags" tied to the feedback we acquired. This process entailed group think sessions for deciding tag names, their utilisation and allocation, and constant collaboration concerning the appropriate tags for various feedbacks.
Allocating and grouping tags
Once these tags had been refined and acquired, we analysed them and decided on specific groups for them. These included:
Client segmentation: this included tags like age groups, location, and the type of company.
Quality: this included the main four groups we used to base the majority of reports off of; usability, features, performance and suggestions. Alongside this we included product specific tags.
User and client metrics: this included skill level, number of users, team sizes and other general numerical and statistical tags.
User testing and journeys: purely related to any user tests conducted, how the user felt and personal feedback received from an individual.
Brainstorming
Analysing the target of our research
Prior to producing any analytical report, we, as researchers and designers, needed to confirm that we were thoroughly acquainted with what our product provided to our users.
This encompassed making use of our education platform, evaluating demos, and reviewing intrinsic help documents.
Discussions with product department
A constructive dialogue and continual exchange of ideas with our product department created an environment conducive to free inquisition.
Product managers maintained direct correspondence with our clientele, offering us crucial insights into what our customer feedback could potentially indicate in instances of uncertainty.
Figjam collaboration
As researchers we collaborated together on the information we had gathered from the previous steps mentioned above.
Utilising Figjam, we brought our knowledge together and created a structure to how the report should drive home the overall summary of our feedback.
Product specific tagging
To further enhance our repository of research, we also included a product specific tagging system. This involved separating certain features that may only be associated with one of our products, enabling us to target precise areas of our feedback.
Reporting
To achieve our goals for our reports, we classified them into three separate categories:
Clients combined
These reports would combine all our client's feedback specific to one of our products.
Products combined
These reports would combine feedback received on all of our products across all clients.
