What does the HappySignals onboarding look like?

What should you do or take into account while rolling out HappySignals in the organization? How does the future look with using HappySignals?

Below you can find an example onboarding narrative for the “Happiness Owner” / HappySignals Champion.  Feel free to utilize this to find the necessary tools for go-live planning and communication, and start building engagement in the organization!


Before Go-Live

A couple of days before go-live a message can be shared/published to the employees stating the following facts:
  1. The organization will increase focus on (employee) experience management.
  2. The overall employee experience is nowadays highly affected by experiences with IT. The importance of good user experience has increased with the need for remote working.
  3. To get open and transparent feedback from all IT service end-users, the  people using IT services will start to receive requests to rate their experiences. This will happen in different ways:
    1. IT Support: Each IT problem and service request resolution will include the possibility to rate the experience the person had when the problem or request was solved. In practice, there will be an extra element (rating buttons 0…10) in the resolution email that the person receives from IT Support. 
    2. Applications, Devices, IT Collaboration in general, Remote Working etc: Employees will receive an email (or Microsoft Teams message or similar) with the rating buttons. The target groups and frequencies can be set according to the organization’s needs.
+ In addition to the rating, the person can in all cases tell more about the experience by selecting from a list of factors and writing open text feedback. They can also estimate how much time they feel was lost because of the issue or how much they lose with the service/device in question.
+ 2 extra questions are asked every 200 days from each user to create IT profiles. These are very valuable in improving the services and also communication with end-users.
The facts shall naturally be communicated also to the people in IT Service Desk and the ones working with the other areas that will be measured. It is important to stress the fact that the target of collecting feedback is to improve IT services, not to measure individuals working in IT, providing the services.
More information:

After Go-Live

All the people that should be able to view and analyze the feedback can be given access to HappySignals. These people can be:
  • Service Desk Managers
  • Service Desk Agents
  • Service Owners
  • IT Directors / CIOs
  • Business Managers/Owners
  • HR, Finance, …
  • Vendor contact persons
  • Other partners
  • etc.
Practically anyone who should be interested in improving employee experiences can be given access (the license has no limitations). New users can easily be invited from the HappySignals self-service section (Settings).

After ~2 weeks from Go-Live 

There will be enough feedback data to see what HappySignals looks like in action, and how the configuration has succeeded:
  1. Does everyone (who needs it) have access to HappySignals?
  2. Do they understand what is being measured, and how data can be analyzed?
  3. Do we have the right setup in the HappySignals platform views?
  4. Is there any more categorization data that we would like to bring from the ITSM platform?
  5. Is there something that could be improved in the processes of managing support incidents or requests — to improve feedback quality?
HappySignals Customer Success Manager will help you sort out any challenges and questions you might have!

After ~2-3 months from Go-Live

First real analysis based on the data can be done!
You will have enough of data to start drilling into it:
  • Finding patterns with certain types of feedback (issues, requests, applications, devices, …)
  • Seeing what are the well-performing services, and where there is room for improvement
  • Is there a difference in Happiness or Lost time when an issue/request is logged by email/phone/portal/chat/..?
  • What is the the effect of reassigning tickets to other teams — on Happiness and Lost time?
  • How do people feel about an application, about remote working, about IT collaboration…
… and so many other things! By using a combination of filters, you can find really interesting things from simple responses that your employees have given you.
This is also the time, when you can revisit sharing of information
  • Should we invite more users to the HappySignals platform?
  • Would a Live Screen showing selected details about how people feel be in place — on one of your info screens at the office?
  • Are we reporting the correct things to management?
  • Are we doing the reporting in the most efficient (on-line) way?
  • Are we collaborating with our vendors to improve the service quality together?
HappySignals Customer Success Manager will help you get started, in a common Analysis Workshop, where we will together sit down and look at what your experience data has to tell. We can also address any challenges you may have, be it increasing response rates, getting commitment and engagement from others in the organization or something else. 
TIP: You should also ask yourself: Do our end-users feel that giving feedback is worth while? Maybe it’s time to publish the first improvements that you were able to identify and improve based on HappySignals data!

After the Onboarding Period

After the first Analysis Workshop you are all set to start getting continuous benefits from what the people are saying about the services and IT in general. You will always have the data available, and depending on your role, you can filter it, drill into it and identify things to improve.
You are not left alone! HappySignals Customer Success Manager will help you to continue getting value from HappySignals. We will arrange review meetings where we can help you with analyzing your data, tell you about improvements in the platform and other exciting things.
All HappySignals customers will also become part of HUG, the Happy User Group, which will get together regularly to share experiences and thoughts, making it easy for you to learn from other experience-driven organizations. There will also be webinars, podcasts, 1-to-1 sessions, blog posts and other material published regularly.