Improve Editor Support Initiative

[gracekretschmer-metrostar]

Status

Update each sprint until completed

Date	Status	Launch Date (see above)	Notes
11/14/2024	in-progress	on-track	making updates to PDF workflows now
Date of update	not-started, in-progress, done	on-track, off-track	enter brief, blockers, dependencies, etc.

Problem Statement

We just asked the editors to take a survey about their experience with CMS and have quite a few insights we would like to turn into actionable work so that we are improving the Editor experience. We want to demonstrate to the editors that we are listening to their feedback and there is value in submitting their feedback in a survey.

Business Outcome / OKR

• Objective: Our platforms are the best way to deliver products at VA
• Key Result: Our platforms measure and improve the satisfaction of their internal users

Hypothesis or Bet

• By implementing 3-5 changes to Drupal CMS, based upon the survey results feedback, editors will see the value in engaging with the editor survey and providing their feedback and we will see higher engagement in for future surveys.
• By implementing the guidance and instructions from the Knowledge Base into their workflows, editors will be provided with quicker and better support for their day-to-day work within Drupal CMS and will have to rely on the Help Desk and searching the Help Desk for their support needs.
• By implementing analytics into the Knowledge Base search, we will better understand where and how editors are failing in their searches to find support content and use those findings for future improvements.

We will know we're done when... ("Definition of Done")

• 3-5 changes have been implemented, based upon feedback from the Q3 editor survey results.
• 1-2 workflows have been updated to provide better support and guidance, from the knowledge base support content.
• Knowledge Base search has tracking analytics implemented and CMS team can access through a dashboard.

Known Blockers/Dependencies

• CMS team will have to rely on platform analytics for analytics implementation.

Projected Launch Date

• End of 2024 Q4