As part of the Customer Success Cloud team, @Matt Wong and I (@SarahSchuster) frequently engage with some of our newer customers to understand their successes and challenges in Jira Software Cloud. From these insights come themes around where our customers are succeeding or frustrated, and opportunities to ease challenges in adoption and usage.
In these engagements, one common theme we consistently see across all tiers of customers is "Am I doing this right?". Jira Software is a complex tool to administer, and there are a myriad of ways to do it right - and wrong. Our customers need Atlassian-produced content that helps them understand not the just the what, but 'how' each feature in Jira Software Cloud functions, as well as best practices in implementing these features. As a starting point to address this need, we decided to pilot an administrator-focused Onboarding Guide that stepped through each critical feature, strategies to help think through how to apply the feature to a business need, best practices on implementing that feature, and finally, links to official technical documentation (for the how-to).
To begin, Matt and I created an outline of how a user might typically navigate through Jira Software Cloud, from administering the instance settings, inviting and managing users, creating and administering projects, issues and workflows, on through to Rollout. To help make the content more broadly and immediately applicable, we wanted to include common, real-world use cases our customers want to achieve through Jira Software Cloud. To get these use cases, we started the Jira Lessons Learned series in Atlassian Community. The responses from Community members were incredible examples of practical advice, clever tips and tricks, and concrete use cases to include in our guide.
Once we finished the first draft, we wanted to gut-check the Guide with those in Community who have implemented Jira Software across multiple teams and companies. We had already seen fantastic engagement on the discussion threads and we were hoping to get the same feedback on our guide.
First step was recruiting. We posted an open call in Community for Champion help in reviewing this guide (with the promise of swag). We were able to get nine volunteers (see below @mentions)! We created a private Confluence site that enabled the Champion reviewers to privately see the draft content and leave detailed feedback via inline comments. We also created a dedicated Stride room shared between Matt, myself and the reviewers. This enabled us to quickly answer any questions and issues found during the review.
The detailed feedback left by the Champions was incredibly insightful. Everyone left detailed feedback on a page-by-page level, even adding to or supporting previous comments left by the other Champion reviewers. One reviewer actually reviewed the guide (a 40-page document, mind you) multiple times for grammar, structure and technical accuracy!
Thanks to their feedback, we felt greater confidence that our Onboarding Guide will position all users for success in Jira Software Cloud.
We will be emailing this to all new customers starting in early-May. However, we wanted to give you all a sneak peek at the result of the hard work done by all involved in this effort.
(Link will open new tab): The Jira Software Cloud Administrators Guide
We would like to send very special "Thank you"s to: @Arun_Thundyill_Saseendran, @[deleted], @[deleted], @Dave Theodore, @Davin Studer, @Jack, @Kian Stack Mumo Systems, @Mahesh_S and @Walter Buggenhout _ACA IT_. Without these talented and dedicated Champions, we wouldn't have created the fantastic pilot Onboarding Guide as it exists today.
Stay tuned as we measure and share our findings on this experiment in future posts!
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