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 sections: Dashboard, Measure, Share, Identify, and Improve. Some sections include multiple pages, such as Identify and Improve.
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 see response data about all your measurement activities, such as response rates and volumes.
- Drill down into response data for different areas using the selectors and filter search bar at the top of the page. Select specific Measurement Areas, ticket types, filters, or Shortcuts to look at, depending on your focus area.
- Understand how response rates and volumes have developed over time by selecting the time period you want to look at.
- The Measured Experiences graph visualizes the breakdown of response volume and response rate for different measurement areas each week. Hover on the graph to see the response data in a particular week.
- Click on any Measurement Area card under the graph for more details about your measurement activities and responses.
Learn more about using the Measure page
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
5. Improve
Under Improve, you’ll find four pages: Overview, Objectives, Targets, and Improvements.
Overview
The Improve Overview page is where you can see the long-term experience and productivity improvements IT has achieved in your ITXM journey. Depending on your role and focus, you can look at IT's impact on broad areas like IT Incidents or Laptops and Computers, or more granular areas like specific regions or assignment groups.
Celebrate your experience outcomes, acknowledge the teams involved and communicate what IT has achieved to your stakeholders!
- View long-term improvements achieved in your focus area: Select different measurement areas, shortcuts, or filters to see how experiences and productivity in those areas have improved over longer periods, like the Last 12 months or All Time.
- Quantify productivity gains: See the productivity gains and work days saved by IT in the time period you're looking at. Productivity gain calculations are based on the cumulative change in Lost Time compared to the first month of that period. Learn more about how productivity gains are calculated
- See at a glance what made people happy: Quickly understand the positive comments people are giving about IT by reading an AI-powered summary, and see the top themes and areas where Happiness is trending up.
- View the Top Themes and areas where Happiness is trending up most
Objectives
On this page, you can create and edit your objectives. Note that only admin users can create or edit objectives. All platform users can view them on the Objectives page, as well as the Improve Overview page.
- Set clear objectives and make them visible on the platform to keep IT teams aligned around a common focus, driving coherent action without micro-management. Learn more about how to set objectives
- Link targets to objectives: Link quantifiable metrics for success to strategic objectives to drive alignment in your teams' improvement actions.
Targets
You can see all the targets you have set on the Targets page. Note that only admin users can set or edit targets, but all users can see the data compared to targets that have been set.
Depending on your role and focus, you can set Happiness and Lost Time targets for broad areas like IT Incidents, or more granular targets for specific countries, services, assignment groups, or any filters you choose.
- Set targets from either the Targets or Experience page: On the Experience page, select the filters you're interested in and click 'Set Target' under the Actions menu next to the search bar. On the Targets page, click 'Create new' then select the filters that define the area you wish to set a target for.
- See how you're doing compared to your target: Click on any target on the Targets page and you'll be directed to the Experience page, where the filters from that target will be pre-selected and all the data colored green or red compared to the target.
Improvements
Create Initiatives to start an improvement project on a specific IT area, or make Experience Level Agreements (XLAs) to follow experience level targets:
- Identify your improvement area: Select the Measurement Area and filters on the Experience page, or start from one of your Shortcuts.
- From the Actions menu on the Experience page, click ‘Improve’ to create an Initiative or XLA. You can also click ‘Create Improvement’ from a Shortcut in the Measurement Area dropdown.
- Give your Initiative or XLA a name, time frame, and target, then create!
Learn more about Initiatives and XLAs and how their metrics are tracked
The Improvements page is where you can find all your organization's Initiatives and XLAs. Click on one of them to:
- See what has changed since the start
- Check if you are on track to meeting the target
- 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!