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This document outlines how several groups in Digital Commerce should handle creation, publication, maintenance, and termination of customer intercept surveys on Ferguson.com

Policies and Procedures 

1. Receiving the Request

2. Creating the Project

3.  Hosting the Kickoff Meeting

   1. The Project Manager of the DXT hosts the kickoff meeting

   2. Details of the Major Incident are discussed

   3. Tasks, predecessors and timelines are confirmed/adjusted in WorkFront

   4. Approvers for design and messaging must be identified

   5. The Point-of-Contact must be identified (this is the person who will ensure that the final and approved (F/A) information gets posted to the Workfront project to clearly communicate the actual work that needs to be done)

   6. Backup plans are created in case the Major Incident happens longer than expected

4. Proofing

   1. Discover and document the stakeholders' goals for the survey and their business OKRs

   2. Create a RACI list for your project team and “needs to know” group.

5. Survey subject

   1. Who are the targeted users?

   2. What are their targeted behaviors?

   3. Will the survey interfere with any critical paths on the site, such as checkout? (Avoid unless approved by key stakeholders and the focus of your research is the checkout.)

   4. What questions will you ask?

6.  Create the survey instrument in Medallia Digital workspace

   1. Current Admins are Chrystal Jaeger (UX/VOC), Jen Crane (Customer Insights), and Laurie Allen (UX Research)

7. Example of what should be posted in Workfront:

8. F/A - "Learn about Ferguson's response to COVID-19.  Read message.   All Ferguson counter locations will be pick-up and delivery only. Order ahead (call or online) and pick-up at store.  "

F/A - Add tracking code to "Read message" 

Preview the Work (It is important to take the time up front to ensure that everything is final and approved before it is posted over to Workfront)

9. A testing link is posted in Workfront with approvers tagged

10. Approvers can discuss anything that needs to be changed with other involved using the Team chat.

11. Any changes in direction or messaging need to be collected from the Teams chat, approved by the appropriate people, and posted into the Workfront project.  Once posted, the Designer must be notified via Workfront tag for those changes to be made.

publishing to http://www.staging.ferguson.com)

1. Have another team member with Medallia access test the preview survey and all possible branching paths

2. When at least 2 team members agree that it is ready to test, publish it to http://www.staging.ferguson.com

3. Make sure that “https://www.ferguson.com

   /content/corporate-information/covid-19?icid=cont_hmpg_home_homepage_covid-19

4. Workfront is the official record of the decisions that were made and what was posted to the site.

Expected Turnaround Time

Everyone involved with any emergency project should make this their top priority until the work is complete.  Everyone should be monitoring the Workfront project, their email for notifications, and the Teams chat set up for the project.  If you must be away during this time, you must let everyone know and assign a backup for your work.

Questions/Feedback

If you have any questions, feedback or suggestions for this process, please let the DXT Project Manager know.    

Discussion Topics

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Capture all types of issues (COVID all the way down to a feature not working on the site - all levels by category)

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Availability, On-Call, Responsiveness, Teams on your phone

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Benchmarking, what does timing look like by category (can lead to quarterly wins, improvements)

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The idea of having a point-of-contact for final and approved copy/changes

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RACI chart

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Identify character count/limitations for banners (160)

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Correct copywriters for the job, try to limit participants

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Rules around length of stay on production - changing things out with varied messaging, don't want things to become stale

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1. 1. ” is published to staging and verify that it is not published on production.

   2. Ask some project team members to review the survey on staging

2. Publish the Work

   1. After validation on staging, plan to move it to production, making appropriate updates to the targeting options.

   2. Consider the best time for publication

      1. staff are available to monitor initial inflow of responses

      2. staff are available to make adjustments or take survey offline if problems are observed

3. Communicate the Work

   1. When you have a proposed launch date, ask eBusiness Communications to notify your RACI list of associates that you will be launching a survey, including the target launch date and goal of the survey.

   2. Notify Alison Pulley in ITSM when a survey goes live and when we take it down. They need to adjust their automated scripts that mimic a user on the site to alert IT when the site has a problem, because the pop-up surveys interfere with the bot’s progress and send false alerts to their Operations Center.

Questions/Feedback

Contact Laurie.Allen@ferguson.com 

RACI Chart

Best Practices & Examples

Discussion Topics