Ask iManage aims to be an intuitive natural language assistant that helps users maximize productivity by automating tasks like document summarization and data extraction. To ensure Ask iManage continuously meets the needs of its users and evolves in the right direction, we've implemented user feedback and we collect relevant analytics data. This guidance note outlines our approach to capturing user feedback and using analytics to enhance the product.
User feedback mechanism
User feedback plays a crucial role in shaping the ongoing development of Ask iManage. To facilitate the collection of this feedback, we employ an integrated channel within the application:
Thumbs-up/Thumbs-down: Each interaction with Ask iManage includes an option for users to give a thumbs-up or thumbs-down rating. This lightweight feedback mechanism enables users to provide immediate reactions without interrupting their workflow. Note that on selecting thumbs-down, the user is presented with a set of preset answers that give us more information about why the answer wasn't acceptable. These options are:
Answer is incorrect
Answer is incomplete
Answer is too short
Answer is too long
Style is bad or offensive, and
Other
Analytics tracking
To understand user engagement better, we also track a set of anonymized analytics data that provides insights into user behavior and usage patterns. Key metrics include:
Feature Usage Metrics: We track features—for example, ask a question, running a question list, and so on, that are used most frequently. This helps prioritize feature development and optimize user experiences based on what is important to our users.
User Interaction Flow: Analytics also help us understand how users navigate through different functionalities in Ask iManage. By identifying drop-off points or areas where users struggle, we can make targeted improvements.information,
For more information, refer to Analytics.
Opt-in question tracking
Customers have the option to opt in at the organization level to track the questions asked by all their Ask iManage users. This requires explicit consent to ensure full transparency. Data collected is fully anonymized to ensure that no individual user can be identified. This allows us to gather insights into how users interact with the assistant, the types of questions asked, and common patterns or issues. Importantly, this tracking doesn't capture the content of the documents or the specific answers provided. Customers must contact iManage Support (support@imanage.com) to turn this feature on.
Privacy and Data Considerations
We understand that collecting user feedback and analytics must be done with privacy and security in mind. We ensure that all data collection is anonymized and fully compliant with relevant privacy regulations, such as GDPR.
Conclusion
By systematically tracking user feedback and collecting analytics, Ask iManage remains a user-focused tool that continually evolves to meet the needs of knowledge professionals. Feedback and analytics are at the core of ensuring Ask iManage delivers value, improves productivity, and provides a seamless user experience.