Reviewing an observation allows you to check that its prompts, guidance, images, and response choices are accurate before associates encounter them in the field, and to submit feedback to the Smart Access team whenever something needs clarification, correction, or improvement.
This guide walks through starting a test observation to review it end to end, and how to submit prompt feedback along the way.
This guide includes:
Before You Begin
Sign in to Smart Access at app.smartaccess.io.
Select a person to complete a test observation against as you move through the reviewing process.
Select the observation you want to review.
Use prompt feedback to suggest improvements to the prompt or its response choices, not to document observations about the associate being observed.
Starting an Observation
From the Dashboard, select Start observation.
Selecting How You Want to Start
Choose Person, Work area, or Search by Observation Name:
If starting by Person, search for and select the associate you want to test the observation against.
If starting by Work area or by searching the observation name directly, follow the applicable selection prompts.
Once a person, work area, or observation has been selected, search for or select the specific observation you want to review. This opens the observation start page.
Reviewing the Observation Prompts
Start with the first prompt to begin the observation. For each prompt, review the prompt wording, guidance, images, and response choices for accuracy, clarity, applicability, and readiness.
Use Prev, Next, All prompts, or Next unanswered prompt to navigate through the observation.
Submitting Observation Feedback
Select Could this prompt be improved? whenever the prompt wording, guidance, images, or response choices need clarification or improvement.
Select the reason that best describes the feedback, such as Rephrase suggested, Not applicable to process, Suggest prompt removal, or Other.
Enter enough detail for the Smart Access team to clearly understand the suggested improvement, then select Submit feedback.
Submitted feedback goes to the Smart Access team to review with your team and make the needed updates to complete the observation readiness process.
Stopping and Discarding the Observation
Once every prompt has been reviewed and any needed feedback has been submitted, the observation can be stopped and discarded. Any feedback already submitted is still sent to the Smart Access team for review, even though the observation record itself is not kept.
Best Practices
Review each prompt - review every prompt, including the prompt wording, guidance, response choices, and images, for accuracy and clarity.
Enter prompt feedback - submit feedback whenever a prompt, response choice, image, or guidance requires clarification, correction, or improvement.
Provide complete feedback details and submit - clearly explain the reason for the feedback and include enough detail for the Smart Access team to understand the requested change before submitting.
Once all prompts have been reviewed and feedback submitted, stop and discard the observation; any feedback already submitted will still be sent to the Smart Access team for review.
Important: Prompt feedback should focus on the quality, accuracy, or applicability of the observation prompt, guidance, images, or response choices. Do not use prompt feedback to document observations about the associate being observed.