Measuring use of a 2,500-user application, in the field
A paper survey for field teams, a digital survey by population and a read of incident tickets: three sources to find where support was missing.
Context
At Enedis, the maintenance application for source substations has 2,500 users across every regional directorate. Many work in the field, away from a screen.
As an Avanade consultant, I was proxy Product Owner and change lead for this application.
Constraint
An online survey does not reach field teams. Each population needed its own channel.
What I did
- Designed a paper survey for field staff: 9 questions on 5 themes, 80 respondents, with statistical analysis and trends.
- Ran a digital survey on Enedis’s internal tool, analysed by target population, and a training-needs survey.
- Re-read incident tickets to find support needs the client did not yet know about.
- Turned the feedback into backlog recommendations.
Result
Support needs found before they blocked use, and backlog priorities grounded in the field.
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