Become a Usability Ninja- Usability Tips to Ensure Adoption Success_FINAL

8/3/2019 Become a Usability Ninja- Usability Tips to Ensure Adoption Success_FINAL

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Become a Usability Ninja:sa y ps o nsure op on

Success

Administrators TrackScott Kincaid, salesforce.com @scottkincaid_sf

Doug Porta, salesforce.com @dougporta

Avril Kirwan, Domino Printing UK


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Doug Porta

Sr. Customer Success Manager.

@dougporta


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A Chatter Post from a CSM in the UK

I am trying to find some resources to talk to a

customer on theoptimallayout of their screens. They

want to make their pages asstreamlinedand aseasyto use as possible. Can you help or point me in

anot er rect on


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Scott Kincaid

Sr. Manager - Usability & User Researchsa es orce.com

@scottkincaid_sf


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Overview of Session

What is usability?

Case study

sa y ps

Q&A

If you have questions please call them out or post them in Chatter in the

Become a Usability Ninja session group.


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@me - Scott Kincaid

Part of the User Experience team at salesforce.com

@salesforceUI

~20 ears in the Usabilit industr

Many hats


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What's Your Role?

Show of hands: (pick one)

. u - me a m n s ra or

Create fields, change page layouts,

B. Hybrid

C. Full-time end user

Use the a to et our ob done


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Usability =

Effectiveness

EfficiencyLearnability

Satisfaction Success


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Usability Testing =


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Some things are universal

some things are not


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10 minutes later, I saw this sign


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30 minutes later, still seeing


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What Usability Testing is NOT


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What Usability Testing Is


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Usability @ salesforce.com

1. Customer1.

.

3. Designer2.3.

4.6.

. es gn gr

5. Doc Writer

.

6. ro uct gr s6.5.


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What They Say Vs.What The Do


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Ask the Veteran in a Sales Meeting

How do you use Salesforce?


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Ask in a 1:1

How do you Use Salesforce?


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Three Stages of a Usability Test:

Plan:

Act:


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Planning Logistics:

Fail often, fail fast

-

45 60 minute sessions


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Tips for Planning:

Choose an environment

Protect your sources

e approva

Be sensitive to the calendar

r te t out see resources

Pick a voice

Bribery is good

Pick a scribe

Desktop sharing and recording


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Session Breakout:

Part 1 Forced Listening

- " "...

Task 1 In Sandbox - Create a new

Task n+1 (repeat)

Part 2 Now you can ask questions

Go back over Task 0, Task 1, etc.


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Tips for Listening

If you are talking, you are not ______listening

Avoid leading questions

" ' ,

workflow makes sense?"

Instead ask, "How would you describe this process?"or "How does this compare to the existing method?"

Careful WHEN you write (if in the same room)

Don't judge,

don't train,

don't attack or defend


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Act :

Watch the recordings

Scope and prioritize

u c ze

via Brown-Bag

Rinse & Repeat


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Case StudyAvril Kirwan:

Global Project ManagerDomino Printing Sciences


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Domino Printing + Salesforce

Domino Overview:

our customers products The Domino Group sells to >120 countries worldwide through a

network of 25 international subsidiary offices and >200

Distributors

Salesforce replaced a 15-year CRM tool

Heavil customized to business rocesses

Implemented Salesforce in 11 of our direct subsidiaries


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Every Channel had separate needs

What we recognised:

Business process should flow better

Contacted our CSM for usabilit advice

Instead, we got homework...


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The Assignment


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Highlights of what we learned...

Should have done this six months ago!

Reword a label, adding custom help text, and moving a field

Make sure in sandbox

Tell the admin!

Users need more trainin

And most surprisingly...

Sales reps dont always plan ahead of time...

[PLAY]


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Tips for improvingusability


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But first


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Use Chatter

"Give a man a fish and you feed him for a day

"

Tips & Tricks

A le Technolo ies

Deputize


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Focus On Your New Hires

Make your 'Getting Started Materials' editable

Write down the questions that come up frequently

Brin a rintout of the screens

Tips for Better Usability: Little bit harder to


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Tips for Better Usability: Little bit harder toreach...

Field validation and error messages

If you are an Enterprise or Unlimited Edition customer

-

Got politics? Got bigger than a breadbox?


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Creating Help Links for Standard Fields

Use the field level help:


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Or

Show all options:

1) Make a text field,

to the help text,3) Make it read-only

using Field-LevelSecurity


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Next steps

Templates and more available via Chatter

Follow @salesforceui to learn more

What worked

What didn't

What you learned that others could use


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Q&A

Scott Kincaid , @scottkincaid_sf

oug or a, ougpor a

Avril Kirwan, Domino Printing UK

H C ld D f B E B ? T ll U !


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How Could Dreamforce Be Even Better? Tell Us!

Every session

survey you submit

an iPad 2!

Watch your inbox at the end of each day for an email fromour survey par ner, ance ec .

Click on the personalized link to be directed to the survey.

Become a Usability Ninja- Usability Tips to Ensure Adoption Success_FINAL

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