Wiki: A Need-finding Research 

We were exploring the opportunities for expanding Flock to the suite of comprehensive workplace tools. Among several workplace needs, one was the internal and external documentation. I conducted end-to-end research to validate the need of Wiki — a documentation tool, and to uncover possible design directions with respect to chat integration.

My Role

I, along with a product manager, conducted the user research and competitor analysis. The project spanned three weeks where my responsibilities were: planning the research, questionnaire and survey design, conducting user interviews, analysing the findings, presenting the insights.

Background

Flock is a chat platform that solves workplace communication needs of teams. Its competitors include Slack, Facebook for Workplace, Stride, and Microsoft Teams. One way Flock helps users to be productive is by letting them integrate apps. Apps in Flock can be productivity tools (like Notes, To-dos) or third party-services (like Jira, Asana, Bitbucket).

Reminders, the productivity app, was used by a meagre set of users. Was it because the users couldn’t find it or they did not need it? I discovered that the reason was both. First, the only way of setting reminders by typing “/remind” in the chat box was unintuitive and obscure. Second, users needed Reminders to achieve much more than just reminding themselves at a set time. The app wasn’t fulfilling all their work needs. We had to think afresh to solve the reminding needs of all our users.

Research Objectives

  • ​​To confirm the need for a wiki within an organization.

  • To figure out the parameters to help target such an organization eg: size, industry, specific functions

  • To uncover top use cases for a wiki, and eventually prioritize features for an acquisition goal

  • To understand the willingness of users to pay for such a product

Hypothesis

  • ​​To confirm the need for a wiki within an organization.

  • To figure out the parameters to help target such an organization eg: size, industry, specific functions

  • To uncover top use cases for a wiki, and eventually prioritize features for an acquisition goal

  • To understand the willingness of users to pay for such a product

Interview Plan

Participants
  • ​​To confirm the need for a wiki within an organization.

  • To figure out the parameters to help target such an organization eg: size, industry, specific functions

  • To uncover top use cases for a wiki, and eventually prioritize features for an acquisition goal

  • To understand the willingness of users to pay for such a product

Script and Questionnaire
  • ​​To confirm the need for a wiki within an organization.

  • To figure out the parameters to help target such an organization eg: size, industry, specific functions

  • To uncover top use cases for a wiki, and eventually prioritize features for an acquisition goal

  • To understand the willingness of users to pay for such a product