Dynamics365 Feedback
The original feedback workflow built within Dynamics365 was not conducive for the way in which the customer experience team will be handling incoming feedback.
The Problem
In October 2019, Company A transitioned two full-time Voice of the Customer (VoC) Specialist positions into other roles within the organization. The customer experience team was assigned to pick up and handle all VoC responsibilities with a heavy focus on handling all enterprise feedback coming in.
The original feedback workflow built within Dynamics365 was not conducive for the way in which the CX team would be handling feedback moving forward.
The Objective
Review and repurpose the existing system workflow and implement changes to allow the CX team to easily and efficiently adopt feedback processes.
Discovery
Gain understanding in CX team’s workflow, needs and expectations.
How does their feedback workflow differ from VoC’s?
What workflow and system changes are needed?
What features did they need and which features did they want?
To do this, interviews were conducted with CX team members, which established:
Existing workflow was not working for the CX team
Process needs to be faster
Need a better way to track and report feedback trends and frequency
Conceptualize
The concept phase consisted of working sessions with the CX team to elicit requirements for the feedback workflow.
Prioritize needs vs wants
Consider features and changes needed for MVP
Review workflow iterations with CX team
Rough ideations for field, page, and workflow changes
Critique
The concept phase consisted of working sessions with the CX team to elicit requirements for the feedback workflow.
Prioritize needs vs wants
Consider features and changes needed for MVP
Review workflow iterations with CX team
Rough ideations for field, page, and workflow changes
Constraints
Tight timeline with external consultant developer.
How long will it take dev to get up to speed with existing system and code base?
Is there enough capacity to include all features identified as a need for MVP?
Does CX team have capacity to assist with UAT/QA?
Design Highlights
The existing structure of the workflow was able to be leveraged with intentional and impactful changes made with the MVP requirements for the CX team. Being able to work within the existing workflow allowed the team to make the necessary adjustments without adding additional scope and efforts to ensure the CX team's minimum needs were met to get started.
Existing workflow stages repurposed for CX team
Assigning capability for triage, business area, and feedback specialist
Tagging function to track and report out on feedback frequency and trends
Lessons Learned
Constant communication with both developer and business teams was critical to the success of this project; especially considering the development team with through a third-party consulting firm and the entirety of this effort was conducted over one month-long sprint.
