Case Study

Enhancing Usability for Salesforce Org

Strategies for Streamlining Efficiency and Boosting Sales Performance in Cloud Banking

The Challenge

Goal

The primary objective was to conduct user interviews for the client to gain insights into user behavior, preferences, and pain points within the Salesforce Platform. The goal was to understand the various content types available to users, including Objects, Apps, Record Types, and Fields. Collecting info regarding which content types were most relevant to users, as well as determining any missing elements that would be useful, would enable the development of solutions that improve the overall usability of the client’s Salesforce platform.

Research Approach

To gather a diverse range of use cases, interviews were conducted with Salesforce users from various departments within the organization such as Sales, Reporting, Accounting and Product Development. Leveraging screen share technology, participants were observed while performing specific tasks within the Salesforce platform. This approach allowed for insights into the unique perspectives and requirements of different user roles, and uncovered valuable information that spanned across the organization.

Uncovering employee habits within Salesforce enabled solutions to improve usability.

User Trends

  1. Users refered to the Highlights Panel often to view important information quickly
  2. Users were unaware of various Salesforce features such as expanding/collapsing accordions and favouriting pages
  3. Users navigated pages mostly through Searching and linking between object pages rather than utilizing tabs at the top of the page
  4. Users were complaining of inconsistent naming conventions
  5. Users found it difficult to find certain required fields or related lists on record pages

The Solution

Training, Help & Support

Problem Solution

Ownership Transfer of Records

Problem Solution