Every quarter, we include a question in the SUS survey that asks whether respondents would be interested in discussing their responses with a member of the UX team.
We have created a process for Product Designers (PDs) to conduct follow-up interviews so that they can get a better understanding of the usability issues respondents are experiencing. PDs can follow up with respondents by scheduling a user interview or communicating through email. This outreach is optional for UX team members but highly encouraged.
Example email copy:
Hello, My name is X and I'm the Product Designer for X at GitLab. Thank you for giving us the opportunity to follow up on your response to our recent survey.
I would be very interested in speaking further about some of the points you raised in your survey response. Would you be willing to do a 30-minute video conference call to give us some more detailed feedback on your experience using GitLab? You'd be able to schedule the call at a time convenient to you.
Schedule a time for the call using this link: https://calendly.com/yourname/30min
Thank you for your feedback and let me know if you have any questions.
Best, Your name
Copy for the permission to record question in Calendly invite:
We would like to record (1) the conversation you have with our team member and (2) anything you choose to share on your screen with us during the call. We would like to share the recording of the call with other GitLab team members. The recording is stored securely and would never be shared with anyone outside of the GitLab team. Please indicate below whether you give your permission for us to record the conversation and share with our team.
I agree, I give my permission for my voice and screen to be recorded.
I disagree, I do not want my voice or screen to be recorded.