Queue Up the Quest For Requests!
•Download as PPTX, PDF•
0 likes•369 views
Workfront’s request queue is a powerful information-gathering tool, but how exactly do you go from paper forms and manual requests to using the full requesting capabilities provided in Workfront? Experience the request queue creation process from start to finish in a real-life scenario that includes tips to start, steps to take, and questions to ask—then learn how to complete the process with reports and dashboards that will give everyone the information they need.
Recommended
Recommended
More Related Content
More from Workfront
More from Workfront (20)
Recently uploaded
Recently uploaded (20)
Queue Up the Quest For Requests!
- 2. Business Scott Sax Associate Director, PMO – Loyola University Maryland Queue up the Quest for Requests!
- 3. Learning Outcomes • Witness the story of how a request queue was formed through a real-life scenario at Loyola University Maryland • Learn best practices when creating a request queue – Requirements, Functionality, Workflow • Gain some tips and tricks with dashboards and reports • If process is the real problem, there is no tool that can solve that
- 4. Loyola University Maryland Loyola University Maryland • Jesuit, established in 1852 • Located in Baltimore, Maryland • 4000 Undergraduate Students • 1900 Graduate Students
- 6. In the Beginning…. • Paper Forms • 20 Reports each month • 5 days or less turn-around
- 7. A cry for help
- 10. Do Over, Take Two!
- 12. Form Reviewed
- 13. Questions
- 14. Build Part 2
- 16. Challenges
- 18. Outcome
- 19. Key Take-Aways • Listen to what people are asking for • Investigate and Validate what people are asking for • Understand the process around what people are asking for – Interviews – Process/Workflow Maps
- 20. Key Take-Aways • Workfront isn’t going to solve organizational process issues automatically. It is a tool. • A successful request queue is more than just the form itself. – How people are getting to the form – How people are getting the data used in the form – What reports and dashboards are created to support the data
- 21. Supplements • Screenshots of request queue and custom form build in Workfront • Screenshots of dashboards with custom report builds in Workfront • Source Code for custom reports, form creation Advancement Report Request Supplements Contents Report Request Form....................................................................................................................................2 Screenshot ................................................................................................................................................2 Expanded Screenshot................................................................................................................................4 Source .......................................................................................................................................................8 Queue Setup .........................................................................................................................................8 Custom Form – Basic Layout.................................................................................................................9 Custom Form - Conditional display of a field......................................................................................10 Custom Form - Conditional display of a section .................................................................................11 Requestor Dashboard .................................................................................................................................11 Screenshot ..............................................................................................................................................11 Source .....................................................................................................................................................13 Dashboard Setup.................................................................................................................................13 Instructions – external page linking to an image hosted in Workfront ..............................................13 Request Report Button report ............................................................................................................14 Textmode code: ..................................................................................................................................15 Simple List of requests ........................................................................................................................16 Full details list......................................................................................................................................16 Textmode code: ..................................................................................................................................18 Report Writer Dashboard ...........................................................................................................................37 Screenshot ..............................................................................................................................................37 Source .....................................................................................................................................................39 Report Admin Dashboard ...........................................................................................................................39 Screenshot ..............................................................................................................................................39 Source .....................................................................................................................................................41 Right click the word document, go down to Document Object and then Open
- 22. Contact Info • Scott Sax sssax@Loyola.edu (410) 617-5403
Editor's Notes
- Jesuit, established in 1852 Located in Baltimore, Maryland 4000 Undergraduate Students 1900 Graduate Students
- This is Anna She is the Associate Director of Advancement Services Advancement Services handles the reporting and database management of the university’s donors and prospective donors She has a staff of writers who write reports for the rest of Advancement Office
- Report Requests Paper form filled out and handed in Receive about 20 report requests each month Report request are completed in 5 business days or less paper form difficult for requestor to understand, some had terrible handwriting so hard to understand what they wrote Writer writes reports and submits report to Anna for approval Not all reports went through Anna though, and if report had incorrect data Anna would hear the complaint Current process is tracked through Outlook. Anna receives the request, she forwards to her staff and checks if it was completed.
- Anna reaches out for help, description of how she reached out and what she reached out for Heard about Workfront, thought it could be something that could help them manage their projects
- Problem Solving – receiving Anna’s request to help manage projects Anna gets demo of product from Marketing and Communications Anna wants to use it, feels confident she can get in there and use it Get licenses to Anna (after selling idea to her boss), set her up with training videos and give the keys over to drive herself
- I didn’t dig deeper into Anna’s need or issue to understand what she was really looking for Only worked off a description and a brief discussion Anna got frustrated and reached out for more help Met with Anna and discuss in greater detail her challenges to help determine best solution for her needs After Leap conference – attended request queue sessions, see that they could really help solve what Anna is looking for
- Anna sends over the word document form I create the word document into a request queue using custom data
- Double Fail Copied the form verbatim from the paper/word document Didn’t understand how people filled out the form Didn’t understand who filled out the form Lesson: Building out a request queue is NOT the same as just taking a paper form and turning it electronic using the same format Translating prior process (paper forms) into new process (electronic forms) might not be a 1 to 1 relationship. Good opportunity to evaluate current process and make changes and enhancements
- Reviewed 1st rendition of form Got better understanding of usage of form Not all questions pertained to everyone Not everyone had to answer all the questions Worked with Anna on the form, showing what I had done based on what she provided. Able to overhaul what I had done once understanding of the full process. Anna runs a small shop and plays multiple roles in that shop so felt that just interviewing her was ample enough information to understand the process, challenges, etc. Take away – interview who you need to in order to build that whole story.
- Also dove deeper into the workflow behind the process, learned what was done after the request came in, etc. Saw great presentations at Leap on dashboards and reports “What are the questions people want answered when they log into Workfront?” Worked with Anna to figure out those questions Created wireframe mock ups of dashboards of what people would see based on roles Requestor, Writer, Admin Used mockups to go back and forth to get right information Requestor –Want to be able to make requests quickly. Want to see the status of their requests. Writer – what requests have been assigned to them. What is the information needed for the report that they need to create. Start the approval process for completing a report easily Admin – see all of the requests that have been submitted and get the current status of them. Sometimes just need a quick look at requests, sometimes need to get more indepth with the information
- Focused on new request queue custom form Built out with display logic based Worked closely with Anna on field placement, settings, etc Reports Reports based on solving challenges of existing process Viewing the requested data Tracking the various reports being worked on Built out reports for dashboards 3 dashboards, multiple reports Essentially same reports on each dashboard with different filters Easy access to create requests Feedback Back and forth again with Anna – seeing in action gives different feel from mockup Feedback on what people should see and shouldn’t see Workfront isn’t going to solve organizational process issues automatically It is a tool. A successful request queue is more than just the form itself. Its how people are getting to the form, how people are getting the data used in the form, what reports and dashboards are created to support it, etc. It’s a complete package/lifecycle
- All along workflow of process was discussed. Now we had actual queue and dashboards to try things out Used 3 users to act as different roles (Requester, Writer, Admin) Practiced workflows out on how using the queue could work Looked to incorporate approvals We didn’t do this but thinking back, this is a good opportunity to get others involved and feel part of the process, which helps with buy in of a new process. Hear how people would want to use the system, etc.
- Challenges/hurdles Approval – report needs to be approved by admin before requestor sees it. If writer uploads report to request, requester has access to it before it is approved Reached out to Workfront for assistance in best practice workflow Many steps for Writer when uploaded report for approval Keeping archives of delivered reports
- Testing/Training Continue to use paper forms, admin takes the data and manually enters into request queue to turn it electronic to do live tests of actual reports, but not having user actually use the queue yet Need to be well thought out and tested to demonstrate smooth workflows or requesters will not use it Once fully tested and kinks worked out, training for users (by roles) Requesters Show the form how to fill it out Show requester dashboard and how to use it Show workflow of process
- Benefits Easier to use for requester More understandable for writer Better way to see requested information Easier to track for admin Future: Still need full adoption Everyone needs to trust the system Still need to figure out what we want to do with the report management, approval and archive Workfront was a way to help with the process but it didn’t control the process. The process really is the key. The tool is a way to drive that process.