Gainsight/CustomerNotes/Walmart.md

Walmart

10/11/2022

• Cam back on Monday
• He will send Figma file with all the screens so that Walmart can review and ensure they are up to date.
• Cam may also be able to provide a process to make this approval sequence even more
• Talks about a Figma shared space, but using the existing OneDrive may be best.
• Can we tag in 1Drive? An approval folder, a pending tag? A finals folder?
• New resources from Walmart - tagging or batching resources?
• Rock22 - what is that? Mentioned by Krystal
  • Sounds like a new resource curriculum
• Travis addressed analytics
• Krystal asked if this was specific for walmart, or how they were set up? Or is this for most users?
• Travis said "some things about Walmart are nuanced, but there are some underlying issues we need to address"
• Krystal replied with the start course button and when someone is marked as "started". 36,000 enrolled but 1,200 started? Not a great number to report back to leadership.
• Wants to get that data back or are we SOL?
• Travis: Nope! The data is intact. We can provide this data, outside of our native analytics system.

10/19/2022

Walmart Wednesdays

• Process for OneDrive folder is to have a new pending and finished folders where Cam will take, update the shots, and then update them to the Resource Center (Courses) and then place them in a finished folder.
• Currently, OneDrive is setup by topic.
• Ask Cam to drop the finished V2 shots in the appropriate folder.
• Krystal asking if we're seeing from other clients this topic of FTC and DOT legal changes.
• Their legal team is rattled by the upcoming proposal.
• 6 Total Factors that they will be "cracking down" on.
• How Walmart provides Guidance to the drivers will be impacted
• Content will need to be overhauled.
• Link to the article Krystal shared
• Biggest impact is that Walmart can no longer provide sequential, step-by-step instructions to their drivers.
• Krystal is mocking up a prop 22 training currently to educate people on what this new proposal is.
• Training mostly focuses on safety, but there is a lot more questions about wages, earnings, etc . Spark drivers have a lot of questions about it.
• Especially for those in CA.
• Krystal doesn't want to jump too far ahead, but they are really interested in "journey based" content. How can we provide the right information at the right time for the drivers?
• How Travis sees it:
  • Resource Center is a library center of resources for spark drivers
  • It is reactive and 'on demand'
• The best companies deliver "point in time" notifications
• Prescriptive, in-time training that is triggered based on other data points.
• Where are they struggling with this? How to deploy? What tech to use? What content to use?
• They want to have a resource available on the exact activity
• Scanning is the big topic that is causing a lot of heart burn.
• Travis has setup a group to go through a spark driver's journey to find those inflection and points of frustration to begin figuring out where they can begin testing "on time" training.
• Krystal wants to use existing content - chunk it up and separate it out - so that people can be told to go to a specific activity.
• Travis and Krystal received "negative" feedback about the RC. But it wasn't really about the RC, but more about styles of trainings - should we have more videos, text, interactive? Are we reaching the right learners with the right type of learning styles?
• Have design team mock up some micro-learning, right time learning experiences for Walmart team.
• Krystal asked about the mocked up dashboards. What triggered her question?
  • She said she was in the SCA and said the numbers didn't line up.
  • Resources for Contacting a Customer
  • There were less people enrolled than the total of in progress and finished.
  • Her boss is a numbers guy and eagerly asking about numbers.

10/21/2022

No Meeting, notes and copy for Custom Dashboards communications

• A todo item
• A list item

1. A number
2. A second number

Request from Krystal on 10/10/2022

• Daily enrollment/group members tracking....want to visibly see the increase in enrollments to the RC in real time
• Ability to view what the unique activity view of a course is (i.e. What activities did they review multiple times in a course) in real time
• Ability to view course view/completion by zone...frequency of views/completions, average progress (similar to the single course analysis)

10/26/2022

Weekly Content Sync

• Krystal needs to pull down some content and resources due to recent legistlation.

11/07/2022

Free Form Courses & Changing the End of Course Screen

• Free Form Courses:
  • Good news! The drivers are referring back to the resources (which is what we wanted)
  • Bad News! They have to start from the beginning to find their resources.
  • Will free form courses mess up the end of course screen?
• Once they are on the last activity, if there is no EOC screen, where should they go?
• Charlie: should the screen "hey, you have new resources available!" exist?
• Charlie: They could end up on the course overview page once they complete the resource, so they can review some courses.
• Charlie: Scenario: activity 2 out of 3, they hit next, see activity 3, hit continue, they go to the cover page and see that activity 2 and 3 are complete, but 1 aren't.
• The text ones with many activities need to be figured out.
• Krystal meets with them twice a week, so this needs to happen ASAP.
• Charlie promised to mock up two experience before the end of the week so that Krystal can share with the team.
• Two functionalities:
  • 1.Continue buttons always goes back to the course overview page so drivers can select a new activity
  • 2.End of Course screen is skipped and people go back to the cover page at the end - OR - go back to resources home.
• Other feedback?
  • Yes, video resources are not playing nicely with iOS.
  • After the video is over, it takes over the entire screen and is hard to exit.

11/21/2022

• Screens of telling the story of "how to get there"
• Open app, click resource center, pick random resource --> walk through the resource itself
• This will be embedded into a PPT deck
• On deck, this needs to be done right now! Next few hours.
• Charlie is working on next steps for design and flow of content
• This is for drivers given the ability to go into any resource of their choice.
• After random activity, once at end of course, they won't see "incomplete" activity screen, but go back to course overview page.
• If you do finish all activities, it will bring you to resource center home page
• Video Resources: auto launches into video (iOS), and auto-orients to full screen.
• Can Wistia do chapters? Yes. Wistia can add chapters, but how to do it programmatically? DONE: We can add the chapters, but we will need to find a way to do it easily. Back story to Krystal's requests:
• They just had some research done about user experience with the resource center
• There was other feedback with the content that they want to discuss
  • Mostly, it will be a big text-based resource lift
  • You should be able to read and scan very quickly
• The key is, the search feature really needs to be improved. Thorough, neat, well laid out, etc.
• Over the next week, they are making a wishlist for the next year.

11/30/2022

Review of Feedback Deck

Research Group was quite small but could be indicative of the larger population. As for Demographics, Nichole said that most drivers seem to be college-aged women. Krystal to send their demographics deck and results that was recently completed.

Driver's journey

Are there thresholds and milestones - what are they? What makes a driver "experienced"? Is it number of drivers? Number of resources viewed? Something else? Krystal said they have just created something similar and she can send over some documents. Questions and Thoughts:

• Is there a benefit to creating a "advanced" group that drivers can be entered into after reaching a milestone?
• How can we more quickly deliver content to drivers?
  • This is already in the works with free-form courses, Kaitlyn's customization work for skipping end of course and overview screens, etc.
• Is there a benefit or possibility of adding a "news" and "updates" type feed for drivers? They are requesting to be more up to date.

Content Delivery

Videos Ideas for adding chapters? Or chopping up videos into smaller segments for faster access?

Videos in IOS are automatically full screening and autoplaying, when Android is not. Need to see if this is a device related issue or something we can override.

Wistia Video Quality Settings Users were having issues getting videos to play when trying to connect to wifi. Wistia already has a built in feature that is enabled by default that automatically controls the video quality depending on a user’s current internet speed. https://wistia.com/support/uploading/export-settings#adaptive-streaming. This setting is also available to users to be able to change themselves by clicking the video settings cog wheel while watching a video and deleting video quality.

Drivers are not looking at the transcript - why? They say they don't notice the button. The deeper question is, is the transcript necessary? I think yes, but tbd.

• How about chopping up the Transcript into bullet points? What would that look like?
• At the same time, the drivers are asking for more text-based content as they don't need to use headphones, can quickly find the word/sentence they want.

Search Bar Focus on search functionality - this needs to improve sooner than later. Is the magnifying class necessary? Why are drivers clicking that instead of clicking "go" or "enter" on their keyboard? How can Walmart analyze the most used search forms. Norm had asked Rob. Surprise!: Charlie was able to figure it out via DataDog very quickly! Charlie to send Norm a CSV export on a regular basis, I will then make it look nice and send it to Krystal.

Unclickable Search Icon - Users are trying to click the icon in search bar which is currently not setup as a button. A few options to change this:

• We could hide the icon once a user begins entering text into the input field.
• Move icon to left side of input before placeholder text
• Update design to show more of a button that is clickable

Key takeaway: Drivers seem to be accessing the resource center while they are in line or in the process of a drive. Why? Likely because Drivers are rushing to earn as much money as possible and then thinking about the "how" later.

A key paradigm to keep in mind is that the main focus of all drivers will be earning more money. This is common across Northpass customers - the money making activities will always be the most popular.

My Resources Feature - provide users functionality to be able to “Save”, “Favorite”, or “Pin” a resource Charlie to look into mimicking our custom Ratings Service to accomplish this.

• Would need designs on how this would look
• Can we add a Popular Content menu? Can we base this off search results (see above)

Content Sync

Gathering Information on this legal CYA of version history. New items from Krystal:

• The new way of viewing the content, Krystal got to play with it. She had a question, and Kaitlyn answered it. But she wants others opinions:
  • If you click activity 2 in resource
  • Bottom is prev & next
  • For Krystal, the X wasn't intuitive.
• Suggestions:
  • Written communication for what the X is
  • Guidance for going back home
  • Do we even need the Previous button? People are coming in free form.
• Buttons - Home is Resource Home. Exit is Resource Home Page.
• The sentiment is that previous and next won't be used.
• Completion metrics are less important than previously thought. Viewed metrics are.
• If you've already viewed the activity and want to go back, it is to prevent them from taking the entire resource, the goal is to go to a specific section. DONE: Krystal: Could we set up a course where the first pass you have to go through it in order. If you revisit it, you then just have Home and Exit.

Button Names (Proposed):

• Resource Home Page => Resource Center |
• Resource Overview Page => Content List | Contents

Walmart Legal Needs:

• Exact Replica of User Experience
• Krystal to send example

Kaitlyn's Idea: Remove the previous button. Leave "X" and Next button. If someone has not completed everything and is on last activity, bring to overview page. If someone has completed everything and on last activity, bring to resource center home.

12/7/2022

Content Meeting

• 98% Agreement on Content Strategy for 2023 DONE: Start a spreadsheet with list of resources and activities and the associated words
• Dot Com > Offer Types Resource.
• Fridays for search results report
• Purposely miss spell words in the hidden words for each activity.
• Nichole would love to see the option of giving a language choice. Nichole suggested that the courses should switch language automatically if people use the search in Spanish or another language.
• Thumbs up/down for courses. Is there a legal implication with adding that feature?
• Help Docs has a feedback form and a thumbs up and down function.

Design Meeting

DONE: Charlie to check with Rob on Analytics implications for allowing or not allowing retakes. DONE: Create Wistia Chapters and Send her an example.

12/14/2022

Content Sync

The search topics are lining up with course popularity Walmart uses "incentives" and they happen all the time. Notifications have a list of incentives. They are having "trouble" with earnings, and they need to squash that. Once a comms is sent out, people read it and those tickets decrease. Only other thing they haven't landed on is the chapters DONE: Annotation and URLs with time stamps DONE: Pull Excel Reports for Previous Week Krystal wants to toy with SCORM file in articulate. FEAT: Course building should be improved. Comms/Articulate type functionality in Northpass. She also wants Articulate's "Review" feature... Such as comments. Review also shows it in its proper form.

12/21/2022

Design Meeting

Krystal still wants the custom Dashboard

(4.) PDF of Resources When Launched

DONE: The auto-screen capture app from Rob needs to be ready for end of January for next big push. No OneDrive access yet.

(3.) Resource Descriptions in Search Results

Travis has a wire frame that he will show up. He wants descriptions for Activities to show up in the search results. However, activities don't have properties. Travis said he would like this in addition to the current content (aka a property). Possibility of using something between brackets in the RTE as the option. They also want type added to it, which already exists.

(7.) Feedback Mechanism

DONE: Cam to create a mock up of the thumbs up thumbs down feedback. Mock up both a prompt/pop-up and a non.

(10.) Badging for Resource Paths

Charlie brought up concerns with learning paths and API. Our contract (and our API in general) doesn't contain learning path information and therefore we can't share the idea of a learning path. But, we can create some logic for groups of courses so that badges get awarded after a set of courses, not just a single course.

Content Meeting

Two big follow ups:

• The timestamp links in any activity.
• SCORM File Testing

01/04/2023

Content Sync

Feedback mock up: Is it easier to go to legal with visual stuff instead of just ideas. Krystal: Content wise, the big push for new resources is happening right now for the end of the month. Krystal will need Cam's help to great gifs, just like we did last time. Jan 31st. Some screens are already existing, so Northpass was getting an error message. DONE: Give Cam a heads up to look through the drafts. Walmart to create course images. Chopping it up will require a lot more work on their end. They would have to add new endings to each video. It would be a cumbersome ask Identify differences in versions - grammar, content, etc. Can we get a CSV of all activity names and body content

01/11/2023

Design:

• Clean up CSV with Courses, Activities, and Body Copy.
• Joanna wants more content to show up in the search results. Such as:
  • History of a Driver's Searches --> Might be difficult with webview settings.
  • Popular Topics/Discover (see screenshot)
  • Once search is started, add topics (All, Video, Text Only, etc)

<div style='display: none'>
list of keywords
keyword
</div>

Content:

How can we use existing clips in the new resources? They want to take 10 seconds of a video, clip it to a section that's only showing a certain section, and is that best as a gif or a video.

Luminate Walmart

Four in the box Model - Quadrants:

1. Business Team
2. Product Team
3. Engineering Team
4. Design Team

For big decisions, we will need people from each quadrant to give their input. Early on, we might have a lot of conversations with engineers about non-engineering topics to help build their buy-in and optimism with the project.

Stephanie - Business Lead Jessica Lynn - Jessica.Segura@walmart.com Eric Wynn Johnny - Engineering team committed through Feb to another project. So a lot of prep work will have to be done ahead of time. A content drive may need to start first.

Formal Launch Date? 4-8 Weeks is "Awesome" and ideal. But with engineering, they may not be able to commit just yet and couldn't give Scott a range.

In-App is the direction they are going in.

Business Impact?

Engineering was upset that they weren't brought in for the selection process. So for next steps, we will let them set the next cues and steps. They have a lot of questions for Scott and Stephanie. Travis/Norm wait to hear from Scott about engineering and when they are ready to engage.

01/18/2023

Content & Search Results

For all videos the description text as search results is fine. For text based, it looks lazy. Search description copy can wait until the January release. January Release: Rolling release of resources

01/25/2023

No Design, Content and Tech Only

Content: DONE: Get Krystal an Iorad trial

Decision on Sentence Case vs Title Case Came up earlier today: Spanish Translations of courses.