Playbook Usability

Hi @aditya_marla -

The main problem is what we spoke about at Pulse, that there are too many clicks to accomplish a task. This is the most consistent comment regarding Gainsight's usability across our entire CS organization.

Our CSMs don't want to have to select a CTA Type to find the Playbook they want to work off of. They want a searchable list of Playbooks to select from and have settings determined by the Admin for the Type, Due Date, Priority, etc. These additional clicks make more work for them, makes the platform more confusing to use, and drives down adoption of Gainsight.

I can also see the benefit from an operations standpoint:

If we can set a standardized priority, time to completion, etc. for each Playbook that's built, we as an organization can determine the optimal time to completion of a task so we can give consistent service to our clients.

Thanks

-Jim

I agree the CTA creation process requires too many clicks and could stand to be simplified.

That said, I do not want to lose the ability to group Playbooks by CTA Type.

Perhaps the Playbook selection dropdown should move up earlier in the Create CTA view and include an expandable list (similar to what you see when selecting fields in Report Builder) which shows all CTA Types and then allows you to expand to view the Playbooks within each type.

Then as suggested previously, when you select the playbook, it auto-sets the CTA Type.

I'd take this one step further and say that if you could map Reason Codes to Playbooks, as I suggested 3 years ago, that would also help simplify this process.

I agree the CTA creation process requires too many clicks and could stand to be simplified.

That said, I do not want to lose the ability to group Playbooks by CTA Type.

Perhaps the Playbook selection dropdown should move up earlier in the Create CTA view and include an expandable list (similar to what you see when selecting fields in Report Builder) which shows all CTA Types and then allows you to expand to view the Playbooks within each type.

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Then as suggested previously, when you select the playbook, it auto-sets the CTA Type.

I'd take this one step further and say that if you could map Reason Codes to Playbooks, as I suggested 3 years ago, that would also help simplify this process.