My role has spanned a few disciplines – technical consultant, business analyst, and power user. Having worked on three sides of Salesforce representing tech, business, and a user’s perspective, I know that adoption, enablement, and User Experience (henceforth UX) are always a challenge and also a place for easy wins.
I’m excited to share a three-part blog series, starting with User Experience Research, on how to improve your organization’s UX.
User Experience Research Primer: User Interviews
Before tackling a UX effort, let’s talk about User Experience Research (UXR). This is a critical step for understanding where users struggle to use the system. I’ll break this down into two quick plays to make this manageable.
- Engage in interviews with your archetypal users. Determine who represents the core users in your Salesforce instance. Then, set up a 30-minute chat to gain a few perspectives from these folks–this does not need to be a long and drawn-out process!
- Focus the chat on the user. Let them drive. Here are three questions that may open the feedback floodgates:
- What are your top five tasks in Salesforce every day?
- Can you show how you accomplish these tasks and explain what you’re doing?
- At each step of the process, can you elaborate on parts you understand and parts that are mysterious?
In the next part of this blog series, we’ll talk about a few easy wins that every Salesforce Admin can employ in their organization.
Helpful Resources for UXR
- Become a User Research Participant at Google! Being on the user side might help you gain insight into how to conduct research yourself. Sign up to be a participant.
- Watch this video on UXR (Yeah I’m a Google fan)
Make Salesforce Work for You
User Experience Research not for you? No sweat, Red Argyle offers a full suite of UXR and consulting services. Schedule a free 30-minute consultation to learn how we can help!