Analyzing User Feedback: Insights into Public Commenting Features at Esper 📊

Understanding how public comments influence rulemaking processes in U.S. jurisdictions.

1. Introduction to User Research in Rulemaking 📖

In the realm of public governance, feedback mechanisms such as public commenting play a crucial role in shaping policies. They allow citizens to voice their opinions on proposed rules which, in turn, assists agencies in refining and implementing those rules. This article presents an analysis of user interviews conducted to improve the public commenting feature within Esper, a platform aimed at streamlining the rulemaking process.

2. Objectives of the Research Plan 🎯

The primary aim of Drew’s initiative was to explore how public comments function as a feedback mechanism for public policy across various U.S. jurisdictions. By engaging with customers involved in the rulemaking process, the research sought to uncover the workflows surrounding public comments and identify challenges faced by agency users. Through methodologies like Dovetail and Figma, data collection and visualization were enhanced, providing a comprehensive view of user needs.

3. Methodology and Tools Used for Data Collection 🛠️

To grasp the intricacies of public comments, Drew set out a structured research plan known as the "Research Recipe." This plan outlined the methods employed, results garnered, and timelines for each phase of the research. Key tools used include:

• Dovetail: For data analysis and organization of insights.
• Figma: To generate visual assets that encapsulate user journeys and pain points.
• Zoom: Utilized for recording interviews, ensuring all discussions could be revisited for detailed analysis.

By incorporating these tools, the research team was able to create a repository of insights that streamlined the analysis process.

4. Conducting User Interviews: Structure and Questions 🗣️

User interviews were pivotal in gathering qualitative data. The interview structure was designed to guide the conversation while allowing flexibility for deeper discussion. Key questions included:

• Role in Department: Understanding the interviewees' positions shaped their insights.
• Public Comments Handling: Inquiring about the procedures for receiving and processing comments.
• Tools & Technologies: Questions to uncover the existing tools used for managing comments.

The open-ended nature of questions encouraged participants to share challenges and experiences that may not have been covered in standard formats. Notably, the conversational flow helped to build rapport and foster an environment of open dialogue.

5. Key Insights and Findings from Interviews 🔍

Several critical insights emerged from user interactions:

• Organizational Practices: Many agencies organize public comments through various grouping techniques, which facilitates response management.
• Digital Tools Utilization: Different agencies adopt distinct tools for comment management, revealing a wide spectrum of practices. Some expressed interest in adopting online tools for greater accessibility.
• Challenges Identified: Respondents highlighted the often overwhelming volume of comments and the intricate processes involved in categorizing and responding efficiently.

By synthesizing these findings, the team was able to pinpoint areas where product enhancements could alleviate existing pain points.

6. Developing User Journey Maps 🗺️

Post-interview analysis paved the way for the creation of Journey Maps. These visual representations delineate the users' experiences and interactions throughout the public commenting process. Journey Maps serve multiple purposes:

• Identifying Pain Points: They highlight areas of friction within the current workflow.
• Enhancing User Experience: Visual tools emphasize opportunities for streamlining processes and improving engagement.

Such visualization aids in product development by grounding decisions in actual user experiences, illustrating the pathway from comment submission to agency response.

7. Future Directions and Solutions 🛤️

The culmination of the research led to a clear vision for an ideal public commenting solution. Agencies desire a platform that:

• Simplifies Comment Submission: Users express a preference for a straightforward online submission tool.
• Streamlines Management Processes: Features for categorizing, responding, and tracking comments are essential.
• Integrates Digital Signatures: Several participants indicated that digital signatures could increase efficiency in the final document workflow.

By addressing these needs, product development can align closely with user expectations, ultimately fostering better public interaction with governance.

8. Conclusion and Next Steps 📅

The insights gleaned from user interviews and subsequent data analysis are vital for shaping the public commenting features at Esper. By continually engaging with users and iterating on the product based on their feedback, Esper aims to create a supportive tool for agencies navigating the complexities of public rulemaking. Future research will build upon these findings, further refining features to enhance user experience and public engagement.