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Customer Experience

4 questions you should ask about using Forms in your Service Delivery

By Sam Norman on February, 23 2017

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Sam Norman

Change can be really great, but it can also be pretty daunting. Focusing specifically on your customers,how do you stay on top of change and ensure that your services are presented in the way that best suits your organisation?

The following is a list of questions you can ask yourself about whether there’s room for improvement in the services you present in your portal:

Can your customer find the Form for the service they require?

This may seem like an obvious question, but it can be overlooked in favour of perfecting your Forms’ content. An end user focus group is often used to test the viability of the portal throughout its design, to ensure it is ‘fit for purpose’ in time for Go Live. But, do you still meet with this focus group? When you add a new service to the portal, do you put it in the most appropriate place? It may become apparent that your services are not as clearly laid out as they were on Day One.

What you can do: One way to test this could be to see if an end user can find a Form you’ve asked them to in under three clicks. If they can – great! If not, why wasn’t it possible? And, if you don’t already, make sure you have a member of the Service Desk assigned to review your services on a regular basis.

Is the Form clearly laid out?

So, your customer has managed to quickly find the Form they were looking for. But, once they view the Form, are they overwhelmed by its length and complexity? Perhaps there’s another way we could word the questions we ask, so we’re not confusing our customers. What seems like a simple question to you might be very open-ended to them! Therefore, try to ask as many closed questions as possible, e.g. questions with drop-down answers or radio buttons. 

What you can do: Monitor the number of questions you receive every month about the Forms you have published. Is there a general trend there? Does the number of questions seem like too many? If so, invite your end users into a feedback session to discuss this, or publish a feedback Form to the portal.


Improve Service Delivery

Is the Form instructive enough?

Using closed questions should minimize the number of confused customers you speak to, but that’s not all you can do. Try linking Knowledge Items to your Forms, so they are suggested to customers on the right-hand side of the page. These items will act as readily-available FAQs or mini guides that the individual can access directly alongside the Form.

You can also set up ‘hover-over’ speech bubbles next to a question in a Form in your portal. Just make sure the text within these bubbles is as concise as it can be, otherwise your end user may still find it quicker to call the Service Desk.

What you can do: Start tailoring the content you link directly to your Forms. Also, if applicable, you can have a go at creating a Knowledge Article that specifically acts as a guide to better enable your end users to fill out one of the longer, more complex Forms you have.

What happens once the Form is submitted?

Someone has submitted a Form to the Service Desk – now what? If you have a Change template linked to the Form, you can be sure it’ll be processed by the relevant teams in the right order. But, is it possible to minimize the number of approval steps or the complexity of the workflows you create in the background?

In a Starters/Leavers process, several departments are typically involved in this Change. A good idea would be to get a representative from each of those departments together to brainstorm where there’s scope for improvement. For example, do you always make sure a new desk is delivered before the starter’s PC is built?

What you can do: Make sure you’re evaluating how efficient your Change Management processes are every six months or so to keep up with any organisational changes that may have occurred during that time.

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