Digital Service Handbook
During the Learn and Improve phase, focus on learning about the evolving needs of your users. Then design, build, test, and deploy those features.
Typical Activities
Teams will engage in different Learn and Improve activities depending on their service and their users. Typical activities include:
Monitoring
- Review Google Analytics to measure performance and user progress through the service
- Review site performance data
- Review user feedback collected from the Call Center
- Conduct surveys to collect broad feedback
- Conduct interviews and usability testing to more deeply understand the problems users identified
- Conduct user research to understand new or evolving user needs
Analyzing
In analyzing the data you collect through monitoring, you’ll develop:
- A deeper understanding of how users experience your service
- Insight into usability, accessibility, and technical issues and how to fix them
- Ideas for ways to improve your service in the future
Prioritizing
As new problems are uncovered through monitoring and analysis, add new features to your backlog to fix them. Rank these features by priority.
Building and Testing
Use your prioritized backlog as a roadmap for building and testing improvements to your service.
- Build and test those improvements in small iterations following the same steps as for MVP Activities.
- Conduct Pre-launch Activities for each iteration.