journey map & personas
Conducted interviews and usability studies to understand specific roles using Salesforce. With that information, personas and a journey map were created detailing the process each role undertakes.
Project Details
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Why was this project conducted?
Research was conducted to uncover pain points different roles using Salesforce were experiencing. This information was then gathered and used to create journey maps and personas for each specific role to reference moving forward when designing and discussing important Salesforce related items.
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There were weekly touch points and cross-collaboration with business and subject matter experts in regards to Salesforce throughout the process. Interviews and usability studies were conducted to uncover the Salesforce pain points.
What was the impact?
The impact of this effort was that there was now a reference for business teams moving forward to use in decision making for Salesforce for all roles using the platform. This helped simplify decisions and keep the Salesforce users in mind at all times. These deliverables were kept digitally as well as printed out in large formats and hung up where the business teams worked.
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Project Timeline
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Step 1: Interviews
Conducted interviews to understand each role’s responsibilities and processes in Salesforce.
Step 2: Usability Studies
Conducted 3 different usability studies for each role using Salesforce to determine pain points and areas to update.
Step 3: Deliverables
Created a usability study findings and prioritization document pinpointing which tasks and areas employees struggled with most.
Step 4: Journey Map and Personas
With the findings information, created journey maps for each specific role and coinciding personas for the business team to reference in the future.
