What is a Discovery Survey?
A Discovery Survey is the first step in the process for top tasks and typically consists of four key questions that map:
User Task: What did the user come to the website to do?
Audience: Who the user is (role or segment).
Result: Whether the user was able to solve their task.
Feedback: Any suggestions for improvement from the user.
The main objective is to identify the user tasks, but it is useful to ask the other three questions as well.
In the analysis, the answers are sorted to find patterns and concretization of the user tasks. In Skyra, Label is used to create categories. The results are often presented in a meeting with a joint review of the survey, results and examples.
Example from Bulder - read customer story
It is recommended to collect at least 500 responses and let the survey run for at least four weeks. More responses provide more room for filtering, such as linking responses to different target groups or comparing mobile and desktop.
How to create a Discovery Survey
Step 1: Plan the questions in a document
A tip is to write out the survey in a document before you set it up in Skyra. In a planning document, you can collaborate on defining questions, the wording and the order of the questions. This provides a comprehensive overview, follows standard wording and structure and makes it easier to collaborate with colleagues.
Download planning document
Standard wording and structure can be found in the planning document.
Step 2: Create the survey in Skyra
Once the questions are finalized, create the survey in Skyra and add question cards. Select the card type that matches the question. In Discovery Survey, this is usually Input, Segment, Completion and Message.
Here's how you do it:
Go to Survey and select New survey in Skyra.
Go to the Edit tab, select add card, select the correct card type.
Enter the texts from your planning document.
Remember to add extra settings on relevant cards.
For example: Lock "Other" so it always appears at the bottom of the list.
Segment
Questions about target groups require that a template is first created. This template is then selected when the question is created in the survey.
How to create segment questions
Step 3: Test the survey
Before publishing the survey, use Preview to ensure:
That all questions are displayed correctly.
That "other" is locked at the bottom of the list where relevant.
That follow-up questions work as they should
"Yes" and "No" are followed by the right question for feedback
"Other" is followed by free text
Step 4: Choose your settings
Go to the Settings tab in the survey and select the settings that are right for you.
For example:
Invitation rate, What percentage should see the survey?
Time delay, when should it appear?
Url rules, which website it should appear on and specification of this.
Step 5: Publish the survey
Select settings and press "Publish now" when everything is ready!
Publishing settings
The settings allow you to control how often the survey should be displayed and which areas of the website it should appear on.
See guide for settings and publishing
Texts for the questions
We will now go through all the questions step by step and show how they will look. The texts in the gray box can be copied into the survey where appropriate. This example shows the same as in the planning document.
Question 1: Top taska
What did you come to this website to do?
Your answer helps us to improve our services. Please do not provide any personal data.
Write here
Card type: Input
Setting: Minimum 3 characters (only on the first question)
Question 2: Target audience
Who are you visiting the website as now?
Choose what best describes you
Card type: Segment card
Order: Answer options are given in random order if "randomized" is on. Remember to lock Other at the bottom by using "pinned".
Other: Who are you visiting the website as now?
Write here
Add input card with this question
Add Rule > Select Other
Question 3: Results
Could you complete what you came for?
Finish what you came for before you answer.
Card type: Completion card
Setting, Minimized text: Did you get done what you came for?
(Selected under more card options)
Question 4a: Feedback
If "No": (Free text comment)
What prevented you from doing what you came for?
Avoid writing personal information
Type here
Card type: input card
Add rule, Survey task completion is Failed.
Setup
Question 4b: Feedback
If "Yes": (Free text comment)
Do you have any input for us about the website?
Avoid writing personal information
Write here
Card type: input card
Add rule, Survey task completion is succeeded.
Setup
Last card
Thank you very much!
Card type: Message
Additional questions that can be included
Recruitment for user testing
Add an additional question asking users if they are interested in participating in user testing - Read more.
Scales with either numbers, smiley or statements
How easy was it to do what you came for?
How satisfied are you with the help you received on the website?
How much do you agree with the following statements: "It was easy to find information on the website."
Agree, neutral, disagree