Question

How can we give customers better insights into their data?

Answer

  • We tested a prototype based on team conversations and ideas.
  • The prototype tested extremely well! 4/4 people had positive things to say about the design.
  • 2/4 users asked when it was going to be available. This is a GOLD MINE in UX Research. One of the best things we can hear from users.
  • 4/4 users wanted to be able to "drill down". Basically click on things and see the origin of the reviews. What was said by the team. How it will work.
  • We went back testing our new changes with Jenn from Costa Vida, with highly positive remarks.
Interviews
Project Name

Sticky's

Age

Easy to use?

/5

Enjoyable

/5

Incentive Sent?

  • I would like to be able to click into every single thing and see the conversation that was had.
  • Alister asked if it was live. This is HUGE: amazing sign that shows people value what we are building.
  • Jamie on the ability to prioritize issues: "I don't think that is too valuable. I wouldn't want to prioritize issues. I wouldn't want our team to not focus on certain things."
  • "I want to be able to see all the issues, so I can make my own decision about what is important."
  • There are issues that are situational. Wait times are going to change in certain times of the year. But, there are other things, like missing food, that I can take action on. That are mostly errors that are happening.
  • I want to be able to click into the negative reviews and see exactly what was seen. I want to be able to see the conversation that was had.
  • There are times when people say something positive but don't leave a high star review.
  • Sometimes the feedback doesn't match up with what they are giving.
  • I like how it gets the sentiment of the review
  • I like how you can split it and see how things are positive and negative.
  • GMs are doing all their feedback at each store.
  • There are 3 to 6 stores in one region.
  • Can we add in our own issues?
  • I want to be able to dive into the stores in my region.

Jamie runs the operations team. She manages the team of managers that manage the stores. We manage everything that goes on in the store.

Allister runs the training program. Training partners and employees.

Project Name

David at Peace Love & Pizza

Age

Easy to use?

/5

Enjoyable

/5

Incentive Sent?

  • "We used to put in the Intelligence onto the paper we give out but now we don't get as much value out of it."
  • "This was the one feature I felt was lacking from what I know in the tool. We used to have great insight into the old system."
  • I want to be able to click on the column and see the reviews.
  • "When do you think this will be in a beta?" HUGE!!! When people start asking to use it, that is a great sign.
  • For Derek: I want to make sure people
  • This might be one of the bigger things we will use. I like the simplicity of it.

  • We use data from Ovation to determine part of the bonuses.
  • David has a paper that he builds every month that has screenshots of the dashboard. Makes it in Powerpoint. I think that is a HUGE sign that he values Ovation.
  • "We drill down on all the data." 
  • "What I don't like about surveys is that it was a very lengthy survey, but we were getting good information into what is going well and what we need to fix. That was missing from Ovation before. I like this idea."
  • "I see all the feedback. What the alert feature gets me is it makes me easier to get the information."
  • "What I decide I want to be alerted on might change over time."

David is the owner of Peace Love and Pizza

I am one of the owners. Part of my role is to collect information.

We use

Project Name

David at Hat Creek

Age

Easy to use?

/5

Enjoyable

/5

Incentive Sent?

  • "Love it." David was pretty quiet but he really like the idea. Generally the feedback was very positive.
  • "I want to make sure our GMs know what is going wrong in their store. Some GMs have asked to remove the texting features. However, it is annoying but you have to get the information."
  • I think batching is the best way to get my information.
  • Can you set the region however you want it? 
  • "Lets say you have 10 comments, but two people mentioned multiple things. What should happen?" The worry is that presentations might be confusing.
  • A lot of GMs are getting dinged saying it is a bad shift, when they know it is a bad shift.
  • I think batching is the best way to get my information.
  • "I get every message that comes through to your email. The GMs get an alert on their app. So they are getting alerts and they are getting annoyed by that. And because of that, it is white noise."
  • "Customers will almost always say who the person was they had a problem with. 'The short kid with glasses'."

David is director of marketing. In store signage, social media, customer feedback, anything that comes inbound to customers we respond to.

We have 26 stores in Texas.

Project Name

Jenn at Costa Vida

Age

Easy to use?

/5

Enjoyable

/5

Incentive Sent?

  • I want to be able to have an option for order type. Order pickup, online, in store, delivery.
  • I also want to see it by time of day as well (day part).
  • "All of this is awesome. Being able to filter through day time and order type would make this dashboard.

  • I would then take that to our innovation team to improve how we can do something.
  • Currently there are things we keep an eye on. If we can tag those as top issues and then get insights into how we can fix it.
  • I don't want to miss things. I want to know if issues come up.
  • We do brand score cards. Would it send an alert? I would love it to send an alert.
  • In Inmoment, all people get emailed in Inmoment. But there is no insight into the data. I have to go through all the mentions.
  • We want to know when something is a real problem.
  • In Inmoment, it alerts you on everything.

Chief Experience Manager

Costa Vida realized they were had a lot of data but weren't making changes based on the data.

She has worked in restaurants for 10 years.

Project Name

Jenn at Costa Vida Part 2

Age

Easy to use?

/5

Enjoyable

/5

Incentive Sent?

  • "I like being able to dive into specifics. I can get micro without having to backtrack."
  • Custom Groups: "If you are able to set your own parameters, I think that is brilliant. In InMoment, you are kind of restricted to what they will set up for you."
  • "I'm sitting in Josh's office and he has a post it note on his desk that says 'Shrimp Tacos 22 locations'."
  • "At InMoment, we have to take out a ticket to make changes to our store hierarchy (adding stores, districts). We have been waiting for weeks on our current one."
  • We just started running Chile Verde as an LTO. Could we set that up in this startup.
  • "I like that I can see things by mention and day part. I think that is extremely helpful."
  • "Right now I have to break down a lot of information.
  • 36 corporate stores. 60 are franchised. Some franchises have 8 locations. And then inside of those they have a district.
  • I want to be able to filter my settings.
  • "How deep would Josh want to dive? Could I filter into stores with drive through?"
  • We also have Franchise Business Consultant (FBC).

Chief Experience Manager

Costa Vida realized they were had a lot of data but weren't making changes based on the data.

She has worked in restaurants for 10 years.