Gizmo Guide™ Creation & Review

Gizmo Guides™ have to be consistent, repeatable, simple, and reliable. The Gizmo Guide™ Creation & Review Process creates standards for Gizmo Guides™, and outlines how they go from creation to final draft.

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Difficulty Level: Member, Nerd, or Platypus

Estimated time to complete:

Creation to Publication: 1 hour 30 minutes + 1 run through of a Gizmo Guide

Publication to Finalization: 10 minutes + time sent to members

Steps 1-2 can be completed by any nerd. Steps 3-6 will be handled by review staff, nerds, and members.

Why This is Needed

Gizmo Guides have to be consistent, repeatable, simplified, and reliable. The Gizmo Guide Creation & Review Process creates standards for Gizmo Guides, and outlines how they go from creation to final draft.

Prerequisites

  • Ticket exists with the problem addressed in the Gizmo Guide

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Information to Gather (Questions)

  • What is the problem?
  • Is the problem accurately described in the title?
  • Is there a brief explanation of the Gizmo Guide in the subtitle?
  • Who can solve the problem?
  • Why is this Gizmo Guide needed?
  • How long will it take to resolve the problem?
  • What needs to happen before the Gizmo Guide can be followed?
  • What questions can be asked about the issue?
  • Are all tools required to complete the Gizmo Guide listed?
  • What steps need to be taken to troubleshoot and fix the problem?
  • What is the expected outcome after all steps are followed?
  • What makes a complete Gizmo Guide?
  • Is the Gizmo Guide comprehensive?
  • Can a member follow the Gizmo Guide?
  • Can a new nerd understand and follow the Gizmo Guide?
  • Do the steps to take produce the desired outcome?
  • Does the Gizmo Guide have at least 15 questions?
  • Does the Gizmo Guide follow the Guide format?
  • How long will it take for someone to learn the process outlined in the Gizmo Guide?

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Tools Required

  • A computer
  • HubSpot Tickets
  • HubSpot Knowledge base

 

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Steps to take

Backlog:

  • Create a ticket with the Title of the Gizmo Guide you plan to make. The ticket description should reflect why it is needed. The title should have every important word capitalized. (ie. Gizmo Guide Creation and Review) and should be formatted with [Name of Organization] [Division] - [Name of Gizmo Guide] (ie. NNI Operations - Gizmo Guide Creation & Review).
    • Source should be blank.
    • The ticket owner should be whoever is drafting the Gizmo Guide.
    • The category should be blank.
    • The priority should be set to:
      • High if the Gizmo Guide is in response to a ticket. This will expedite the review process.
      • Medium if the Gizmo Guide is in response to previous tickets. This does not necessarily mean that it references a ticket, but it does mean that it is a known issue.
      • Low if the Gizmo Guide is not associated with any ticket whatsoever. Tickets should rarely be put into this category, but is good if we are making a Gizmo Guide proactively.
    • Contact should be blank.
    • Company should be blank.

 

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In Design:

  • When you are ready to work on a Gizmo Guide, move the ticket from "Backlog" to "In Design."
  • In HubSpot, go to Service > Knowledge Base. Click Articles > Archived and open {Gizmo Guide Template.} Do not touch the backup.
    • Copy everything under the title and subtitle.

 

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  • In HubSpot, go to Service > Knowledge Base. In the upper right hand corner, click "Create Article."

 

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  • Copy and paste the Gizmo Guide Title and Description that you put in the ticket to the Title and Subtitle, respectively. Make sure you do not include the organization name (ie. "NNI Operations - Gizmo Guide Creation & Review" becomes "Gizmo Guide Creation & Review").

 

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  • In your Gizmo Guide, paste the template. Ensure that the formatting looks exactly like it does in the template. Sometimes, HubSpot doesn't keep formatting when copying and pasting.
  • Remove all notes denoted with **.
  • Fill out each section:
    • Difficulty Level: Member, Nerd, or Expert. If anyone can do it, the difficulty should be Member. If a Member can't normally do it, but it doesn't require a professional, it is Nerd difficulty. Otherwise, if a Nerd can't do it, the difficulty should be Expert.
    • Estimated time to Complete: Make an estimate on how long it would take a Nerd to complete this task. This will be revised throughout the pipeline.
      • If it's Nerd or Member difficulty, leave only: If you would like a qualified and capable Nerd to implement the plan do not hesitate to let us know!
      • If only an expert can do it, leave only: Should only be attempted by one of our trusted vendors!
    • Why this is needed: you can copy and paste the ticket description or subtitle here as they should be the same.
    • Prerequisites: add any items that must be completed before the Gizmo Guide can be started . Should be a bulleted list.
    • Information to Gather: List any and all questions that come to mind in response to the issue. At minimum, there should be 15 questions. Not all of these questions will be sent to the member, so include even basic questions, but try to group them together.
    • Tools Required: List all tools that are needed to complete the Gizmo Guide. If you find that you use extra tools while troubleshooting and resolving the issue, list them as well.
    • Steps to take: Write out the exact steps that are taken to take the problem from start to finish. These should be as descriptive as possible so that any Member or Nerd can follow them easily.
      • If applicable, add photos. Photos will help Members and Nerds follow the exact steps you have listed more easily because it will show them what they need to do, not just tell them.
      • Furthermore, feel free to add links to other Gizmo Guides or external sources. These will help with the implementation.
    • Expected Outcomes: List what the Member or Nerd should achieve when following these steps. This should be very specific to give the Member or Nerd a picture of what it would look like finished. Ensure that the expected outcome is produced after following these steps.
  • Once you have finished, go back to the Gizmo Guide Creation & Review Pipeline and paste the edit link of the Gizmo Guide into a note on the Ticket. This is found in your search bar.

 

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  • Once these steps are completed, move the ticket in the pipeline forward to "Ready for Review." At this point, most nerds will be done.

 

Ready for Review

  • Check for formatting errors.
  • Check for grammar errors.
  • Ensure that the title accurately describes the issue and that the subtitle explains why it is needed.
  • Make sure that all the criteria for the Gizmo Guide are met. These criteria are listed above in the "In Design" section.
  • If there are photos, make sure that they accurately depict the step that they pertain to.
  • Make sure that the timing is accurate. This will be changed along the process, but it should start with a relatively accurate number.
  • Make sure that the desired outcome is produced by the steps.

In Nerd Testing:

  • Have two nerds test the Gizmo Guide.
    • Follow the guide from start to finish.
      • Start a timer when you open the guide.
      • Read through the Gizmo Guide and make sure that you understand everything completely. All questions asked in the "Information to Gather" section should be addressed in the steps and the outcome.
      • Make sure that the steps taken produce the desired outcome.
      • Stop the Timer.
      • Fill out the Gizmo Guide Feedback Form
  • Review the feedback from Nerd testing. Average the difficulty ratings, then update the difficulty of the guide. The tolerances are as follows:
    • 1-3: Member Difficulty
    • 4-7: Nerd Difficulty
    • 8-10: Expert Difficulty
  • Make any adjustments to make it more comprehensive in the event that the feedback returns anything other than that it was easy to follow. It will need to be reviewed again by at least one Nerd after these adjustments were made.
  • Create a note with all of the information that you have gathered, including averages for timing, difficulty, and comprehensibility. Add notes as well. Pin this note to the top of the ticket so it is easily reviewed.

Published:

  • Publish the article to the Knowledge Base.
    • Categorize the article accordingly. If there is not a subcategory for this type of Guide, create one.
    • Attach the Gizmo Guide to the Ticket in the Gizmo Guide Creation & Review Pipeline.

 

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In Member Testing:

  • For the first ten members a guide is sent to, attach a Gizmo Guide Feedback Form. This will allow us to receive metrics for how our members use Gizmo Guides and provide us with accurate information regarding the usability of the Guide. Use the Gizmo Guide Email Template for this, found under the Review section of email templates.
    • HubSpot may not add the Feedback information to the Gizmo Guide Creation & Review Pipeline. Make sure the information from the Feedback Form is noted in the Gizmo Guide ticket.
    • If the category falls under operations, this step can be skipped.

 

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Finalized:

  • At this point, the Gizmo Guide has gone through rigorous review and testing to ensure its quality. This status indicates that the Guide may no longer need to be edited, but keep in mind that as technology changes, the guides will need to be changed too.

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Expected Outcomes

A Gizmo Guide is created, reviewed, published, and tested. The Gizmo Guide is accurately categorized, the timing and difficulty accurately reflect the time required to complete the task, and the Gizmo Guide is published and searchable on the Neighborhood Nerds Knowledge Base. It can be sent to members and is very easy to follow, is repeatable, and is thorough.

 

Please share your feedback for this Gizmo Guide with us here.