User Research

Hybrid Push Queue Research Plan

This research's goal is to understand the needs of a hybrid queue for C4A. For C4A, the 'hybrid' workflow is a push/pull hybrid queue with the ability to stop auto-loading tasks from the push queue model.

Research Goals

• Determine the best user experience for a hybrid push / pull queue workflow
• Identify user workfl ow needs based on tasks and workfl ow of a baseline user for C4A
• Determine user expectations for hybrid use of push / pull queue workflow
• Determine if the autoload task switch in UI is intuitive
• Determine habits and needs (selecting tasks, searching for tasks, auto-loading tasks, etc)

Protocol - Survey Questions

These questions center around the T3 Specialists. A Specialist reviews tasks, reviews, accounts, appeals, calibrations, and escalations. The role requires a user to pick-up tasks (pull), complete auto-loaded tasks (push), and use search tools to fi nd tasks (pull).

Start Work

Q: You have just logged into C4A as a T3 Specialist at the beginning of your shift. How will you start work?

• Press the Start Work button.
• Select a task in the queue and press the Start Work button.
• Select a task in the queue and double-click to open the task directly

Q: You started work using the Start Work button. You complete work on a task. After hitting Submit, you...

• expect the next task in your queue to auto-load by default.
• expect to return to the dashboard.

Q: As a T3 Specialist, what are your Start Work button expectations?

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End Work
Q: You have been working in C4A all day and it's the end of your shift. How will you end your shift?

• Turn off the auto-load task button. Complete last task, end day. [hybrid workflow]
• Exit review (lose completed task work), end day. [hybrid workflow]
• Complete last task, end day. [pull-only workflow]

AUTO-LOADING TASKS
Q: Should auto-loading of tasks be the default T3 Specialist workfl ow experience for C4A?

• yes, if the Start Work button is used.
• yes! yes, the next task should auto-load by default. User must turn off auto-load to stop.
• no, always return to the queue after completing a task, even if the Start Work button is used.

Q: Does a T3 Specialist need a push/pull hybrid queue?

• yes
• no, only a pull queue
• it depends on a tenant by tenant basis

Q: Support your answer: Does a T3 Specialist need a push/pull hybrid queue? Q: Are there any user expectations and workfl ow needs for a Specialist that haven't been discussed?

T1 MANAGER: HYBRID QUEUE NEEDS. FOR T1 MANAGERS WHO ALSO HAVE T2 AND/OR T3 ROLES:

Q: As a T1 Manager, what is the expected default queue experience?

• Pull queue: assigning tasks, maintaining queues of tasks, completing tasks
• Push queue: auto-loading assigned tasks to next available user
• Hybrid queue: both push/pull capabilities

Q: As a T1 Manager, when you press the Start Work button...

• a task will load for review. After completing the review, you will return to dashboard.
• a task will auto-load for review. After review, another task will load for review.
• you expect a way to stop auto-loading reviews as needed.

Q: Are there any user expectations and workfl ow needs for a Manager that haven't been discussed?


Other questions on queues:

QUEUE DETAILS:
Q: As a T3 Specialist, what information do you need in your queue?

• Customer ID
• Task Name
• Title Information
• Account ID
• ASIN
• Age of task
• Policy flags and violations
• Author / owner
• Year published / created
• Status of title
• State of review
• Publisher ID / other ID
• Queue name (what queue this task belongs to)

Q: As a T1 Manager, what information do you need in your queue?

• Customer ID
• Task Name
• Title Information
• Account ID
• ASIN
• Age of task
• Policy flags and violations
• Author / owner
• Year published / created
• Status of title
• State of review
• Publisher ID / other ID
• Queue name (what queue this task belongs to)

Methodology

We will conduct a survey in the Field Sense questionnaire system on 10/21/2022. Participant survey will be distributed after reviewing the T2 Push Queue workfl ow. Screens of a T3 hybrid queue dashboard can be viewed within the meeting of the C4A Product Council during the survey.

The Field Sense questionnaire system does not support media files or urls.

Participant Profile
Participants will be individually selected for this study using PM guidance. All participants are part of the C4A Product Council.

Expected Outputs

• Aligning on default experience for hybrid queue workflow
• Understanding user needs for T3 push/pull hybrid model
• Aligning on default expectations for auto-loading and stopping autoloading