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Overview
This guide will help you know where and how to request new features to the CTG team. Proposed features will be evaluated by the team and with the brands. New feature prioritization will be based on cross-platform ROI and the feature’s effect on any critical marketing campaigns.
Where to Request Features
Please submit them through service desk here:This document describes the process for your team to share problems and opportunities you have identified which do not qualify as Bugs or Fires, so that our teams can help look into potential solutions.
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Note that there is a separate process for Bug and Fire reporting, which should be followed when there's a loss of existing functionality to our platform. |
Submitting a Problem
Open a new ticket in our Jira Service Desk (https://rbictg.atlassian.net/servicedesk/customer/portal/
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How to Request Features
Navigate to the link in the where section
Select ‘Feature Request’
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3. Complete the form inputs
Brand
Select the brand. If the feature is specific to one region, select the brand + region.
Feature Name
Proposed name for the feature.
Feature Category
Select the primary category that the feature is intended to improve. This category should correspond with the development team who would build the feature.
Conversion
Data
Reliability
Support
Tied to National Marketing Campaign
If yes, please provide a description, timeline, and expected impact of the marketing campaign in the feature details comments.
ROI/Customer Value
Define the expected improvement (ie funnel conversion, frequency, app stability, UI/UX, user satisfaction) and the evaluation metric for the feature ( ie dollar sales, number of purchases, number of new users, app ratings). If the expected improvement is quantifiable, please list all base value assumptions. If the feature is expected to improve an existing funnel, please provide a link to that funnel.
Priority
Assign based on priority to the brand. Note this may change after the feature is evaluated by the team.
Highest: Required within the next quarter
High: Required within the next year/strong preference within the next quarter/significant expected benefits
Medium: Strong preference within the next year/moderate expected benefits
Low: Some expected benefits with no pressing need
Lowest: Should remain in discussion, but not a priority
Feature Description
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53 ) using the "Feature Request” tile.
Fill all the fields in the Service Desk feature.
Make sure that you focus on the problem that you’re trying to solve. Our product and engineering teams are better equipped to provide solutions given their wide knowledge of the platform
Include as many details as possible for the problem you’re seeing, including screen recordings, guest feedback, etc.
Quantify the size of the problem and the potential improvements we may get if we solve it
Impact on guest experience and crew experience
Impact on sales, profitability or other business KPIs
Our assigned Customer Success Manager will discuss with you the problem you’ve submitted to get all the necessary context, better understand the provided analysis and quantification and make sure that the submitted ticket is clear.
Our teams will analyze the problem you’re reporting, and will provide one of the following answers in the Jira ticket in a period of 4 weeks from the moment the request is clear and quantified (during this time the ticket will be set to
)Status colour Blue title Pending product assessment Problem is added to the backlog and added to the next Quarterly Roadmap (Status
)Status colour Blue title Planned Problem is added to the backlog but without a set Quarter date (Status
)Status colour Blue title LATER Problem won’t be worked on (Status
)Status colour Green title Won't DO
FAQ
How are features prioritized?
Once a feature is opened, the Customer Success Managers will discuss the feature with the Product and Engineering team. The teams will analyze the problem you’re bringing and understand whether it should be added to the contract based on problem impact and existing backlog.
How often are new Roadmaps created?
Roadmaps are prioritized on a quarterly basis, meaning the sooner a new problem can be worked on is in the following Quarter.
What happens if a problem is added to the backlog but not added the upcoming Quarterly Roadmap?
The problem will be assessed in every Quarterly Prioritization session to understand if it can be fit in the next Roadmap, and it will be communicated to you once it is added to a Roadmap.