ZAP Updates/Listserv: Creating proposal and procedures on collecting user feedback

[jessicashanshanhuang]

Creating a proposal on a digital solution to collect feedback related to:

• product enhancements
• bugs and issues
• community feedback on data

Audience receiving this feedback:

• AE
• DE
• Design
• Liz
• CAPS

[jessicashanshanhuang]

notes from help scout meeting with Liz and Natasha:

Within Helpscout there are two inboxes:

ZAP Support Team

This inbox mainly used for the applicant portal and is monitored by the ZAP team

• info from these emails are more geared towards questions about individual applications
• there are questions from the general public avout the applicant portal

Technology inbox

This inbox is also connect to other AE websites and is geared to receive information about bugs and issues.

• Liz monitors this one, checks in about once a week
• most emails do not need an immediate response

Workflows

Workflows are automations that filter and forward emails to a target group (i.e. bugs -> AE)

• but it can be difficult to track the thread if the group is not a HelpScout user

If we utilize HelpScout

• best route is for product owner to take responsibility of monitoring HelpScout so they can prioritize tasks related to emails
• Liz can assign a group and they could track threads
• because ZAP Updates is connected to ZAP search, those emails would be currently sent to the ZAP Support Inbox

cost

• $50/user/monthly if they are active (aka Liz can assign them tasks)
• free if they are just viewing (no ability to assign task to them)

[jessicashanshanhuang]

Next Steps:

• Researching more about what capabilities HelpScout has
• defining what procedures would be necessary to hand off

currently writing proposal in notion teamspace

[jessicashanshanhuang]

Proposal approved with adjustments, refer to sharepoint doc