Knowledge Base - User Experience Survey Questions

[Sara N]

Good morning!

We are planning to do some user experience work with our service desk associates, who are the heaviest users of our knowledge base. We want feedback on the process and their experience of using articles, beyond star ratings/useful ratings/KFTs. Has anyone else done this, and what kind of questions did you ask/what kind of things did you look for?

Thanks!

Sara

[Flitdog78]

Yes we ran a survey with regards to our knowledge base, about 6 months ago over who uses it.  What the blockers were and issues with using the knowledge base on Quebec.  

We allowed them freetext boxes after rating or stating what the problem was and then generating a word cloud off those answers after downloading them in Excel format.

[Joel DeLaTorre · Accepted solution]

I took the approach of doing some interactive workshops leveraging Mural and with an Agile coach to do some User Journey Mapping. Basically we presented stakeholders with a mapped out process for something they might experience like, writing an article, or taking a user call. For journey mapping you will ask them for their feelings during the process, pain points and opportunities. Mural allows for online participation and users will put their comments on sticky notes. During the first session people shared about 25 unique comments that have helped me create a backlog and roadmap of what changes I want to make to the environment. I asked them for feedback on the processes that i was interested in learning more about. It gave me great insight into their ways of operating and their input for how to shape Knowledge Management.