Within Serendata, diagnostics refer to Information gathered to gauge the health and status of your change projects. This can be done through surveys, assessments, and pulse checks whose data can then be fed back into Serendata. Serendata has multiple diagnostic templates for you to use, as well as providing the ability to create custom diagnostics to suit your needs.
Within Serendata, surveys are primarily used to gather feedback and measure perceptions, while assessments focus on identifying underlying issues and guiding actionable improvements.
Access Diagnostics
Diagnostics is managed at Project level. Open the required Project and select Diagnostics from the left-hand navigation.
Figure 1. Diagnostics in Navigation
1 | Diagnostics. | Open the Diagnostics area for the selected Project. |
Choose the diagnostic category
Start a new diagnostic and first choose the category you want to create. Serendata supports both Surveys and Assessments.
Figure 2. Diagnostic category
1 | Diagnostic Category. | Use the dropdown to choose which kind of diagnostic to create. |
2 | Survey. | Select Survey when you want to build a questionnaire or a readiness diagnostic. |
3 | Assessment. | Select Assessment when you want to create a structured assessment such as Change Barometer or DeRisk. |
Choose the diagnostic type
Once the category has been selected, choose the appropriate type.
For Surveys, choose either General or Readiness and then select Continue.
Figure 3. Survey types
1 | Survey. | Confirms the selected category. |
2 | General. | Use General for a standard survey. |
3 | Readiness. | Use Readiness when you want to connect the diagnostic to a Pulse. |
4 | Continue. | Move to the diagnostic details screen once the type has been selected. |
Figure 4. Assessment types
1 | Assessment. | Confirms the selected category. |
2 | Change Barometer. | Creates a Change Barometer assessment. |
3 | DeRisk. | Creates a DeRisk assessment. |
4 | Continue. | Move to the diagnostic details screen once the type has been selected. |
Complete the diagnostic details
All diagnostic types use the same core setup approach: add the key information, define ownership and dates, and choose how responses should be handled.
Figure 5. General survey setup
1 | Link Template. | Use an existing template or create a new one. |
2 | Name. | Enter the diagnostic name. |
3 | Description. | Add an overview and context for reference. |
4 | Dates and Owner. | Set the start date, end date and owner. |
5 | Response Settings. | Choose whether responses are Identifiable, Anonymous or Authenticated. |
6 | Create Diagnostic. | Save the diagnostic once the setup is complete. All information marked with a red star is mandatory to create the diagnostic. All of this information can be edited post-creation within the diagnostic editor. |
Figure 6. Readiness survey setup
1 | Link Pulse. | Select the Pulse the readiness diagnostic should be tied to. See below for information on how to create a Pulse. |
2 | Link Template. | Select or create the template for the readiness survey. |
3 | Pulse Dates. | The readiness diagnostic uses the timing of the linked Pulse. |
4 | Response Settings. | Choose how respondents will be identified. Authenticated requires respondents to verify themselves using an approved email address. Anonymous requires no user information and keeps the respondent’s identity anonymous. Identifiable records the email address entered by the respondent when taking the diagnostic. |
5 | Create Diagnostic. | Save the readiness diagnostic. |
Access Readiness
In change management, readiness refers to the extent to which an organisation and its people are prepared, willing, and able to implement and sustain change successfully.
Readiness is managed from its own Project-level area. After creating the readiness diagnostics you need, select Readiness from the left-hand navigation to build and review the readiness structure for the Project.
Figure 7. Readiness in Navigation
1 | Readiness. | Open the Project readiness area to create and maintain phases and Pulses, and to review readiness reporting. |
Build readiness phases and pulses
Readiness is structured using Phases and Pulses. Use Builder to set target readiness scores for each phase and create the Pulses that will collect readiness data through the project.
Figure 8. Readiness Builder
1 | Builder. | Open the Builder view to create and maintain the readiness structure. |
2 | Create Phase. | Add a new readiness phase to the Project. |
3 | Target Scores. | Set the target score for Awareness, Understand, Commit, Acquire and Apply within the phase. |
4 | Add Pulse. | Create a Pulse within the relevant phase. |
5 | Pulse. | Each Pulse records its timing and the readiness dimensions measured at that point in the phase. |
Track readiness over time
Switch to Report to review readiness results across Pulses and Phases. This view brings the readiness measures together over time so you can compare the observed position with the targets set in Builder.
Figure 9. Readiness Report
The Readiness Report brings together readiness results across Pulses and Phases so you can track Awareness, Understand, Commit, Acquire and Apply over time. Phase start dates are shown on the timeline to provide context for each set of results, while the Cutover and Go Live milestone shows how readiness is progressing against the planned delivery point. The plotted readiness lines show how scores change between Pulses, and the phase target lines provide the benchmark set for each stage of the project.
Assessment diagnostics follow the same overall layout as the General survey form. The selected assessment type provides the assessment context, and the template field is used to link the relevant assessment content.
Design and configure the diagnostic
After a diagnostic has been created, use the diagnostic workspace to build and maintain it.
Figure 10. Diagnostic workspace
1 | Workspace tabs. | Move between Details, Designer, Preview, Logic, JSON Editor and Translation. |
2 | Designer toolbar. | Use the left-hand toolbar to switch between different builder tools within the editor. |
3 | Copy URL. | Use Copy URL when you want to share a direct link to the diagnostic. |
Figure 11. Question types
1 | Search. | Search for the question type you want to add. |
2 | Readiness Question. | Use the Readiness Question type when building readiness diagnostics. |
3 | Choice and scale questions. | Add Single Choice, Rating, Multi Choice, Slider, Dropdown and Ranking-style questions. |
4 | Text response questions. | Add Single Line Answer, Long Text Response or Multiple Text Fields. |
5 | Matrix. | Use Single Choice Matrix for matrix-style responses. |
Manage diagnostic status
The diagnostic list allows you to review the diagnostics available in the Project and manage their lifecycle.
Figure 12. Diagnostic list and status
1 | Diagnostic list. | Review the available diagnostics, their type, respondents, owner and dates. |
2 | Status. | Move the diagnostic between Draft, Active and Complete. |
3 | More actions. | Use the action menu for additional diagnostic options. |
Review responses
Once responses have started to come in, open the diagnostic to review participation and results.
Figure 13. Response view
1 | Responses and Details. | Switch between the response view and the diagnostic details. |
2 | Export all responses. | Download the available response data. |
3 | Key metrics. | Review the total responses, incomplete diagnostics and response rate. |
4 | Activity. | Review diagnostic activity across the selected period. |
Next steps
Once the diagnostic structure is in place, continue building the question set in the Designer, activate the diagnostic when it is ready to use, and monitor participation through the response view. For readiness diagnostics, open Readiness from the Project navigation, use Builder to maintain phases, target scores and Pulses, and use Report to track readiness against those targets over time. Make sure the linked Pulse and template are in place before activation so that the survey can run against the correct timeline.