Discover what you can do with the platform in this overview!
What is HappySignals?
HappySignals IT Experience Management Platform enables enterprises to Measure end-user experiences, Share experience data, Identify focus areas, and Improve what matters most to make employees happier and more productive with IT.
For IT professionals, HappySignals is the single platform for you to put IT Experience Management (ITXM™) into practice. More smiles and less time wasted – for you and your end-users.
Navigating HappySignals
HappySignals Platform has five main pages – Dashboard, Measure, Share, Identify, and Improve. Four sub-pages can be found under Identify: Experience, Hotspots, Feedback and Benchmarks.
Skip ahead to:
1. Dashboard
The Dashboard where you can get a high-level view of end-user experiences in your organization, and access saved Improvements and Shortcuts.
In Your IT at a glance, see an overview of end-user happiness across all Measurement Areas in the selected Service Area. Click on any Measurement Area to drill down further into the data on the Reports page.
Learn more about using Dashboard
2. Measure
The Measure page is where you can gain insight into all your measurement activities:
- Quickly see what experiences your organization is measuring with HappySignals surveys.
- The Measured Experiences graph visualizes the volume of responses coming in from different measurement areas each week.
- Hover over each week for a breakdown of responses by measurement area.
- Click any Measurement Area card to view more details about your measurement activities and responses.
3. Share
Sharing the experience data from HappySignals openly with your colleagues and stakeholders builds trust and cooperation towards common goals! On the Share page:
- Understand how (or whether) your organization has been sharing data.
- Easily access all Shared Content in one click, or copy a link to share them with your colleagues.
4. Identify
Under Identify, you’ll find four pages: Experience, Hotspots, Feedback and Benchmarks.
Experience
On the Experience page, drill down to identify the most critical areas for improvement:
- See Happiness and Lost time for different countries, services, vendors, etc.
- Drill down into your data by selecting one or more titles to apply them as filters.
- On the graph, notice any significant dips or peaks in Happiness and Lost time and check if targets are being met.
- No need to spend time building custom reports! Simply share real-time data by showing the Experience page in meetings with colleagues and stakeholders.
Compare your organization with Global Benchmarks (calculated from all organizations that use HappySignals), shown in grey next to your organization’s numbers.
At the bottom of the page, understand the top Factors that impacted end-user experiences. For example, you could find that 49% of end-users who rated their experiences negatively selected “Service was slow” as a factor, and find ways to improve in that aspect.
To the right of the search bar, you can create Shortcuts, Initiatives, and XLAs:
- Save filters as a Shortcut by clicking the bookmark icon. Share a shortcut link to others who should follow the same data.
- Create an Initiative or make an XLA for the filtered area by clicking the Improve button.
Learn more about using Experience
Hotspots
The Hotspots page is where you can create heat maps to expose hidden experience gaps from your data.
Learn more about using Hotspots
Feedback
On the Feedback page, read open text feedback from end-users in connection with their ratings. These comments give even more qualitative and granular insight into how your end-users felt and specific issues they faced.
Filter the feedback by scores. For example, set the Score Filter to 0-6 to see only negative feedbacks, 7-8 for neutral feedbacks, and 9-10 for positive feedbacks.
Tag feedback with “Follow-up”, “Highlight” or “Idea”, or a custom tag. Easily return to your tagged feedback later.
Learn more about using Feedback
Benchmarks
The Benchmarks page is for understanding your organization's data in context:
- Compare overall Happiness and Lost time with IT Services in your organization with Global Benchmarks (calculated based on all organizations that use HappySignals).
- See how your end-users with different IT Support Profiles experience IT differently in your organization. Read more about HappySignals’ IT Support Profiles.
- Compare your end-users’ Happiness and Lost time in different countries with Country-specific Benchmarks. Account for cultural differences in rating behavior since, for example, Happiness of +80 may be over benchmark in Finland but under benchmark in Brazil.
Learn more about using Benchmarks
The Improve page is where you can find your organization's Improvements (Initiatives and XLAs) and follow their progress.
Create Initiatives to start an improvement project on a specific IT area, or make Experience Level Agreements (XLAs) to follow experience level targets:
- Select filters to define the area you want to improve on the Reports page, then click the Improve button.
- Give your Initiative or XLA a Name, Start and End Date, and Target.
- Create!
Access all Initiatives and XLAs from the Improve page or Dashboard.
- Check if you are on track to meeting targets, and see what has changed since the start.
- Add Notes to document key decisions and actions.
More Resources
HappySignals Platform is designed to help organizations put the IT Experience Management Framework (ITXM™) into practice. Learn more and get certified: itxm.academy.
Visit our Learning Center for more useful webinars, demos, and blogs to accelerate your Experience Management jourrney, covering topics from XLAs to optimizing your ServiceNow.
Need more help? Turn to your organization’s “Happiness Owner” or your dedicated HappySignals Customer Success Manager anytime!