MY ROLE
As a part of this project, my role was to primarily understand the aim of the tool and the usage patterns of our key users through primary and secondary research. Workshops conducted by me helped me get a further more detailed insight into the usage patterns and user concerns. The next most important aspect was understanding the ecosystem of Salesforce and what it has to offer. Different user task flows were then mapped to prioritize actions and provide a streamlined, easy-to-use solution.
PROCESS
INDIVIDUAL INTERVIEWS
Individual Interviews were held with different stakeholders, which helped me map the various stakeholders in the system. This gave me an insight into their roles, tasks and usage patterns.
“It’s so difficult to scroll up to read the chat, understand the context and details and then come back to the form to update status”
“Most of the times its difficult to understand where in the form I have missed something”
GROUPING CONTENT TO CREATE LAYOUTS
Workshops held with key users.
The opportunity to interact with the users further helped me get a much more detailed insight into the usage patterns and other user concerns.
