UI - End User feedback technology

Please share your opinion and knowledge in the comments, thanks!

To evaluate the best technology and channels to enable end-users to feedback about the UX

Status	DONE
Impact	Low
Driver	@Alessandro Domanico
Approver	@Alessandro Domanico
Stakeholders	@Alessandro Falezza @Henrique de Almeida @Tsognong Fidèle
Informed	@Ilario Gavioli @Claudio Rosazza @Alberto Mandelli
Due date
Outcome	Jira Service Desk + Issue collectors

Background

The Open Hospital user base is typically offline and tech-unaware, it very rare that they want to reach out and report a bug, an issue, or any comment.

Nevertheless, it is acceptable to suppose behind them a system administrator “admin” user that is able to collect users feedback and reach out the developers.

At the moment the only available channel is the community (Slack, GitHub, Jira) and Contact Form on the official website www.open-hospital.org, where we typically receive request of general information and installation support.

Relevant data

Whenever the amount of support requests can be low or high, the point to consider is “who” will handle the such requests and the details provided could be very poor or totally lacking of useful info to handle the problem reported (in other words, poorly documented Jira’s issues)

Options considered

	Option 1:	Option 2:

Option 1:

Option 2:

Description

Jira Issue collectors

Jira Service Desk + Issue collectors

Pros and cons

Integrated with Jira

Embeddable in the UI and the Website

Feedback from end-users go directly to backlog as new issues

Integrated with Jira

Embeddable in the UI and the Website

Issues can be triaged

Requires a separate Jira project

Estimated cost

LOW

Medium

Action items

To test Option 1 (integration with Jira) @Tsognong Fidèle@Alessandro Domanico

To test Option 2 (Service Desk project) @Tsognong Fidèle@Alessandro Domanico

Outcome

New portal available at OH 2.0 defects management tool

Open Hospital Community