PART 1

Customer/User Job-to-be-Done or Problem

The Scope of the user problem should be narrowed to the scope you are planning to solve in this phase of work. There may be other aspects you are aware of and plan to solve in the future. For now, put those in the Out of Scope section.

When trying to understand how best to use Analyst - the tools, the data, release notes, etc., I want to utilize in-app experiences to point me to answers quickly, so I can complete research and understand concepts without having to wait for a representative’s availability or search through the WordPress KnowledgeBase.

Value to Customers & Users

This Epic will enable customers to get answers to their questions more quickly, and via self-help. This will be helpful especially for new users, and will enable CS to do more support within Intercom.

Value to Lightcast

There are a few benefits to Lightcast:

1. Branding: Our KnowledgeBase still lives on emsidata.com. This will allow us to move it to lightcast.io

2. Speed of updates: This process will remove Marketing from having to be involved in all updates, and will allow more internal Intercom Admins to update the KnowledgeBase.

3. Article Privacy/Language/etc: This new system will enable us to set privacy on articles to public or private for customers. This will enable us to have a more robust KnowledgeBase without having everything in the public domain

   1. Additionally, this subscription will enable us to have articles translated when we are ready

4. Cost savings: The current KnowledgeBases are hosted on un-managed servers which are out of date for software updates. In some cases, the location of the server and how to access is unknown. We will be able to support DevOps in shutting down servers. 
   
   

Target User Role/Client/Client Category

This is for all customers of the Analyst Platform, initially.

Delivery Mechanism

Via the Analyst platform.

Success Criteria & Metrics

How will you know you’ve completed the epic? How will you know if you’ve successfully addressed this problem? What usage goals do you have for these new features? How will you measure them?

• Retirement of kb.emsidata.com and similar for UK , CA, Global

Aspects that are out of scope (of this phase)

What is explicitly not a part of this epic? List things that have been discussed but will not be included. Things you imagine in a phase 2, etc.

• There will be no translation of articles; this will remain English only

• This does not incorporate the Labour Insight (ANZ/SGP) KnowledgeBases. Those remain as is.

PART 2

Solution Description

Early UX (wireframes or mockups)

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Non-Functional Attributes & Usage Projections

Consider performance characteristics, privacy/security implications, localization requirements, mobile requirements, accessibility requirements

Dependencies

Is there any work that must precede this? Feature work? Ops work? 

Legal and Ethical Considerations

Just answer yes or no.

High-Level Rollout Strategies

• Initial rollout to [internal employees|sales demos|1-2 specific beta customers|all customers]

  • If specific beta customers, will it be for a specific survey launch date or report availability date 

• How will this guide the rollout of individual stories in the epic?

• The rollout strategy should be discussed with CS, Marketing, and Sales.

• How long we would tolerate having a “partial rollout” -- rolled out to some customers but not all

Risks

Focus on risks unique to this feature, not overall delivery/execution risks. 

Open Questions

What are you still looking to resolve?

Complete with Engineering Teams

Estimated Costs

Direct Financial Costs

Are there direct costs that this feature entails? Dataset acquisition, server purchasing, software licenses, etc.?

Team Effort

Each team involved should give a general t-shirt size estimate of their work involved. As the epic proceeds, they can add a link to the Jira epic/issue associated with their portion of this work.