What is Findability?
Findability is a separate module in Skyra to work more efficiently with all feedback from the popular question "Did you find what you were looking for?". In the module, the feedback form is created and the answers are collected in the dashboard with several options for analysis and follow-up.
The form is installed on the website with a separate script located under Findability > Settings. Appearance can be customized with CSS styling.
The form is limited to the following content:
Yes/no questions
One comment
Thank you
Example from the Norwegian Railway Directorate
Why use Findability?
Continuous improvement is impossible without feedback. How do you know what to improve? To work with content improvement and quality assurance, you need a listening device. User feedback helps you discover when content is deficient, outdated or incorrect.
It's common to place "Did you find what you were looking for" on web pages. However, many people have told us at Skyra that they miss a better dashboard to see the answers. Without this, the feedback will lose much of its value because:
It is not forwarded to the editors
Problems remain unresolved for an unnecessarily long time
Time-consuming analysis and communication of findings
There is a lack of categorization and filtering for effective analysis
There is a lack of functionality to mark what needs to be followed up, by whom and mark when it has been done
Must be activated
Not all customers have the Findability module activated. Please contact [email protected] to get it activated.
The dashboard
Feedback is collected in Skyra's own module - Findability. The dashboard consists of the following pages to navigate between
Findability
Feedback
Pages
Todo's
Settings
1. Findability
On this page you will find
Inbox: View new feedback with options to mark as read (move out of inbox), add to a category (label), create action cards (To-do) or delete.
Response rate: Percentage of feedback that was "yes" - the user got done what they came for. The period is "all time", from the start of the survey until today!
Timeline: Resolution rate per month.
Number of feedback: How many people left a comment (question 2).
Number of action cards: Open Todo's, which are not marked as completed.
2. Feedback
All feedback is listed here with the option to filter the list. By selecting one or more rows, some options will appear:
Categorize with Label
Create tilt card (Todo)
Delete (Todo)
Available filters for the Feedback page are:
Period
Sentiment (yes/no)
Pages (url)
Labels (your categories)
3. Pages
This is a list of all URLs where feedback has been given with answers to at least 1 of the questions in the form. Each row shows numbers for the specified URL.
Comment: The number of people who answered question 2 and gave a comment is shown in the column for this.
Smiley: The number of answers to the Yes/No question increases the number of red or green smiley, on the url where the answer was given.
See comments: If you want to see feedback given on a specific URL, click on the row and a modal will open with the overview.
You can choose between list or grid view. List view has more info and options to select rows and set label, todo or delete.
Note
There may be more votes (smiley) than the number of comments, because not everyone who answers Yes/No writes a comment in question 2.
4. Todo's
All feedback that has had an action card created ends up in the overview on the Todo list. When the action has been completed, press Mark as done and it is moved out of the list and over to the "done" list.
Pressing the icon to the far left of a row opens a drawer with details for the selected action card.
In the drawer you will find:
The feedback that was the basis and starting point for creating Todo.
URL: Where the feedback was given
Time
Description (optional)
Owner: Who created it or to whom it is delegated.
Comment field: To discuss in context.
5. Settings
Here you set up the questions and find the script for installation on the website.
Formulate questions and Thank you message
In settings, formulate the questions in your own words.
Input validation
You can also turn on personal info blocking, which prevents this feedback from being submitted. An error message will show "Personal info not allowed"
Installation
To install the feedback form, a separate script for Findability is required. This can be found at the bottom of settings.
Need help?
Feel free to contact us at [email protected] if you have any questions or need help setting up Findability!