Concourse Feedback

Put Simply:

Give new users a friendly, guided tour when they open a Jira workspace for the first time, highlighting what's already set up for them and where to get help.

Problem Statement:

New users entering PwC-configured Jira workspaces often feel overwhelmed by the number of navigation options and lack of contextual guidance. They’re unaware of default dashboards, embedded plans, or where to go for help. This results in confusion, underutilization of features, and unnecessary dependency on the admin team for basic orientation.

Why It Matters:

This feature helps reduce time-to-value for new workspace users and lowers admin support burden. By offering an in-product welcome experience that orients users toward key assets and links out to the Self-Service Portal and Concourse Guide, we create a scalable onboarding solution that improves confidence, adoption, and autonomy.

Solution Scope:

• A first-time user experience (FTUE) that appears when a user enters a new workspace for the first time.

• Highlights the key components available by default:

  • Default Dashboards

  • Default Plans

  • Quick overview of workspace structure

• Links to:

  • TBD in the future: Self-Service Portal (for base services and DIY configuration)

  • Concourse Guide (for training and Jira cloud help)

• Should be configurable so it can evolve without requiring re-deployments.

• Dismissible and not shown again once completed or exited.

📌 Scope & Business Context

• Applies to Concourse 2.0 workspaces, especially for clients using Jira with PwC templates.

• Should support workspace admins, project leads, and engagement team members.

• Ties into broader strategy of reducing support requests and improving feature discoverability.

• Aligns with Self-Service Portal initiative and onboarding automation.

📋 Requirements & Business Rules

• Triggered only on the first entry to a new workspace.

• Must detect and guide users through features relevant to default workspace templates.

• Include persistent access to the welcome tour in case users want to revisit it.

• Must link directly to the Concourse Guide and Self-Service Portal without requiring manual bookmark creation.

🎯 Personas + Reach

• Personas: New workspace users, project leads, delivery team members, admins.

• Reach Estimate: Applies to 100% of new workspaces — ~500 created/month on average .

🧠 Estimated T-Shirt Size:

M (Medium)
Includes front-end modal development, workspace state tracking (first-time detection), content config, and links to live resources.

🔗 Dependencies

• Must be linked with Self-Service Portal content (ensure portal is live and structured).

• Relies on Concourse Guide being up-to-date and accessible.

• Needs awareness of workspace setup templates to tailor the content.

🧪 Test Strategy

• Simulate first-time workspace entry in staging to validate tour behavior.

• Test fallback when linked content (Concourse Guide or SSP) is unavailable.

• Ensure tour doesn't re-trigger incorrectly for returning users.

🚧 Error Handling

• If links to external guides fail, fallback messaging should advise user to contact support.

• If user exits before completing, allow re-entry to tour via workspace help menu.

🧩 Feature Rollout Plan

• Limited beta in selected high-volume engagements.

• Collect feedback on utility and clarity.

• Refine content and tracking before global rollout.

❗ Non-Happy Path Scenarios

• User exits before finishing tour.

• Linked resources unavailable.

• Admin disables tour for workspace.

👀 Ready for Pods to Refine

Yes — ready to move into user story creation phase or refinement by engineering pods.

✨ Release Notes (Preview)

You are now guided from day one! New workspaces in Jira now launch with a “Get Started” tour that shows you key features, built-in dashboards, and where to get help. No more wondering where to start!