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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.
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