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PPT - SIGMA-GIZ Academies - Topic 4 - Georgia - User Feedback.pdf

Presentation given by Georgia at the Service Design and Delivery in a Digital Age - Academies for EaP countries organised by the SIGMA Programme and the GiZ Eastern Partnership Regional Fund. Topic 4: Gathering user insights and feedback.

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A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
GEORGIA
User
feedback
DIGITAL GOVERNANCE AGENCY
PERSONAL DATA PROTECTION SERVICE
PUBLIC SERVICE DEVELOPMENT AGENCY
A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
2
GEORGIA
DIGITAL GOVERNANCE AGENCY
PERSONAL DATA PROTECTION SERVICE
PUBLIC SERVICE DEVELOPMENT AGENCY
SERVICE DESIGN AND DELIVERY IN A DIGITAL AGE
Academies for EaP countries
Gathering user insights
and feedback
A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU.
CURRENTLY
3
There is no particular user insights
and feedback gathering
system/model established
There is a set of activities that are
the part of everyday working
routine
A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. ACTIVITIES IN USE
4
• User Surveys & Questionnaires
• Email Surveys
• In-app/In-web User Feedback
• Product Feedback and Feature Requests
• Bug Reports
• Customer Reviews
• Social Media Responses
• Complaints & Appreciation Posts
• In-web Chat
• Analytics
• Usability Tests
• Customer Support Interactions
• Net Promoter Score (NPS)
• Customer Satisfaction Score Surveys
• User Interviews
A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. GATHERING STAGES
5
Pre
release/deployme
nt
Post
release/deployment
A
joint
initiative
of
the
OECD
and
the
EU,
principally
financed
by
the
EU. BENEFITS
6
• Helps improve products and services
• Helps to measure user/customer satisfaction
• Shows we value their opinions
• Helps to create the best user/customer experience (UX/CX)
• Helps to improve user/customer retention
• User/Customer feedback is a reliable source of information to other users/consumers
• Gives data that helps make business decisions
• Reduces risk and cost throughout the development cycle

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PPT - SIGMA-GIZ Academies - Topic 4 - Georgia - User Feedback.pdf