Salesforce Re-Integration
Project Role: Primary UX Designer and Researcher
Audience
Indeed’s Salesforce system serves thousands of employees across the globe. While my primary focus was to support our sales associates, we needed to account for dozens of distinct user groups and hundreds of workflows.
Context
Indeed’s internal Sales and Customer Services teams struggled for years to work with their legacy Salesforce CRM that had extreme technical and conceptual debt. The inefficiencies of the system were not only frustrating but interfered with Indeed employee’s compensation and their ability to quickly close sales with clients.
Example of existing interface of a client account. The ultimate issue was related to information architecture. Too many details, very few were relevant or helpful.
Goals
Accelerate the workflows of our sales and customer success partners. Primarily, get them the information they need sooner.
Improve data integrity. Data is being provided by many disparate systems and our users are unable to trust what they see.
Reduce need for training on new system and support workflows that meet users expectations.
Reduce technical debt of legacy systems and databases.
Speaking with dozens of users from every segment regarding their current experience.
Creating a searchable research database to capture videos and quotes of our user’s experiences.
Process
Our team spent months interviewing dozens of users regarding their experiences and pain points. We mapped out a broad Jobs To Be Done board for each segment and then dove deeper and mapped out the particularly problematic workflows. Finally we re-designed the screens with the highest visibility and impact and reviewed the changes with our users through several iterations.
Activities
Interviews and User Journey Mapping
Research Reports
Wireframing and Prototyping
Iterative usability testing
The ShareLink software will be available on Windows, Macintosh, Android and iOs platforms and will provide a consistent experience across all channels.
Results
Despite changing project requirements and technical limitations this product is expected to launch in Q3 2018. In addition to the current feature set, we recommended that the future software include a streamlined connection process, direct manipulation of the images and the ability to move them around on the display, and an more attention given to omnichannel experience of allowing the users to share their session with colleagues or switch channels to suit their need.
Our team discovered during development that creating an identical visual appearance in applications on every platform was an incredibly challenging endeavor. In the future, we recommend that developers allow variation among each platform as long as they support the same core functionality and feature set among each device.
Exploring the differences between native application variations of a contextual menu.
Exploring the differences between native app variations for the sharing content screen.