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HappySignals Release, September 2021

This update is the next step in enabling better Experience Management in IT and other Enterprise Services.

The short version of what is new in XMP 2.0

  • Data model changed: The new model is divided into Service Areas and Measurement Areas. 
  • IT at a glance on the Dashboard: All Measurement Areas and related graphs are now in one view on the Dashboard to get a full picture of IT at one glance.
  • New visual style for Dashboard, Reports/Feedback/Benchmark main navigation, Filter bar, Ticket type selection, Timeframe selector and Edit Shortcut view.
  • New Shortcut management: Shortcuts in navigation are now divided into public and private shortcuts, and the owner initials for the public shortcuts are shown. Find your own shortcuts more quickly and know who to talk to about a specific focus area.
  • New pre-defined time frames: “This Month”, "Previous Month", "Last 30 days", "Last 60 days" and "Last 6 months" - based on statistics about the most used time frame selections.
  • Time frame selector visible on all pages (Dashboard, Reports, Feedback, and Benchmarks), creating a more coherent user experience.
  • Selected time frame does not revert to default when moving between Dashboard, Reports, Feedback, and Benchmarks.
  • Built-in content cards with links to useful learning material now displayed on Dashboard.

Select highlights in this release

A completely new "Your IT at a glance" view 

Screenshot 2021-09-24 at 10.42.21

This Dashboard view gives an at one glance view of how end-users feel about different services, making it easier than ever to share access to the platform to all relevant stakeholders, regardless of their technical understanding.

The Dashboard shows all Measurement Areas, even when no data is available or when certain areas are not active. For some companies, the Dashboard may contain inactive measurement areas.
We encourage users to consider activating more Measurement Areas; measuring end-user experiences across all touchpoints shows how services are perceived both among the vocal minority who submit tickets, and the silent majority that do not. 

Having built the Dashboard as a great place to start, we also wanted to have built-in links to useful content that helps you to get started with, and understand more about, Human-Centric Experience Management. These content cards are displayed on the right. 

New data hierarchy: Service Areas contain Measurement Areas

 
This new data model reflects the way internal services in enterprises are often structured.
SA MA Hierarchy_simplified
The structure is as follows:
    • Service Areas contain Measurement Areas
    • The Measurement Areas each correspond to a Survey, which collect Responses from end-users
    NB! All existing customer data has already been mapped by HappySignals to ensure a smooth transition to this new data model, with no loss of data.
    If for any reason you find your data in unexpected places, or feel like something is missing, just get in touch with us and we will be happy to assist. 

    Main UI Updates

    When navigating the updated HappySignals Dashboard and Reports, as long as you remember the new data hierarchy, the rest is very easy and logical.
     
    Service Area selection in Top Bar
    Screenshot 2021-09-21 at 21.27.05
    Service Areas are selected from the menu in the top left. This menu selection was already  implemented last Spring, so it does not look very different at first glance. 
    The main difference is the grouping of all Measurement Areas under their corresponding Service Area. IT Experience and Portal experience data has been moved under the Service Area called IT, and are no longer separate menu items.
     
    Time frame selection
    Screenshot 2021-09-29 at 7.49.43The time frame selection now reflects the most commonly used time frames. Instead of the previous default of 7 days, the default is now 60 days.
    Your selected time frame now remains even when you move between Dashboard, Reports, Feedback and Benchmarks pages.
     
     
     
     
     
     
     
    Ticket type selection - Focus on one or the other
     
    Analysing Incidents and Requests together can be misleading. Hence, ticket type selection between Incidents and Requests has changed to show Incidents by default, instead of both ticket types together. 
    The ticket type in focus is highlighted in pink, as below.
    Screenshot 2021-09-22 at 9.06.48
    This selection works like other filters on the page: To view data on both Incidents and Requests, remove the filter by clicking the (pink) selected ticket type. When both ticket types are unselected (both white buttons, as below), no filtering is done by ticket type.
    Screenshot 2021-09-22 at 9.07.14
    When no ticket type filter is selected, you will notice a subtle warning (as below): Analysing both ticket types together may convey an unreliable picture of Happiness and Productivity in ticket-based interactions.
    Screenshot 2021-09-22 at 9.14.25

    New Shortcut Management

    We have made shortcut management better on the Reports page. Shortcut management now reflects the same data hierarchy logic that is applied across the whole platform.

    Shortcuts are always found in the Service Area that they concern.

    More information about shortcuts in the video below, or on the "How to use Reports" page. 

     

    Just the right amount of help

    On each of the pages (Dashboard, Reports, Feedback and Benchmark), our smiling pink helper in the bottom right corner provides links to helpful content. This includes links to support articles on using that specific page, as well as to our Learning Center and latest product news.

    Screenshot 2021-09-21 at 22.20.44

    Give feedback about our platform

    You can now find a feedback form under the user menu on the top right corner of the platform. With the form you can give us feedback and suggest development ideas. We value any feedback and are eager to hear about how we can make our platform even better. 

    Screenshot 2021-09-22 at 12.08.06