Become a Usability Ninja: Usability Ti t E U bilit Tips to Ensure Adoption Ad ti Success

Administrators Track
Scott Kincaid, salesforce.com @scottkincaid_sf Doug Porta, salesforce.com @dougporta Avril Kirwan, Domino Printing UK

Doug Porta
Sr. Customer Success Manager salesforce.com salesforce com @dougporta

Safe Harbor
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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 the optimal layout of their screens. They want to make their pages as streamlined and as easy to use as possible. Can you help or point me in another di ti ? th direction?

Scott Kincaid
Sr. Manager - Usability & User Research salesforce.com salesforce com @scottkincaid_sf

Overview of Session
What is usability? Running your own usability test Case study Usabilit Tips Usability Q&A
If you have questions please call them out or post them in Chatter in the Become a Usability Ninja session group.

@me - Scott Kincaid

Part of the User Experience team at salesforce.com
Check out the UE Booth: Next Generation Design Next Design @salesforceUI

~20 years in the Usability industry y y y Many hats

What's Your Role? Show of hands: (pick one)

A. Full-time administrator A F ll ti d i i t t
Create fields, change page layouts, own business processes

B. Hybrid
End user with benefits

C. Full-time end user

Use the app to g y pp get your j done job

What's Your Experience with Usability?

How many have participated in a usability session for Salesforce? Any type of usability sessions with your end-users in last year?

What is Usability?:

Usability =
Effectiveness

Learnability

Efficiency

Satisfaction

Success

Usability Testing =

I was driving down the German autobahn autobahn

Some things are universal

some things are not

10 minutes later, I saw this sign

30 minutes later, still seeing

What Usability Testing is NOT

What Usability Testing Is

Usability @ salesforce.com
1 . 6. 4. 6. 6 2. 3.

1. Customer 2. 2 Researcher 3. Designer 4. 4 Design Mgr 5. Doc Writer

6. 5.

6. Product Mgr(s) 6 P d tM ( )

Digging Into What They Say Vs. y What They Do

Ask the Veteran in a Sales Meeting How do you use Salesforce?

Ask in a 1:1 How do you Use Salesforce?

Chatter Check

Three Stages of a Usability Test:

Plan: Listen: Act:

Planning Logistics:
Fail often, fail fast 4 5 sessions per round 4-5 45 60 minute sessions

Tips for Planning:

Choose an environment Use the sandbox Protect your sources Get appro al approval Be sensitive to the calendar W it it out (see resources) Write t( ) Pick a voice Bribery is good Pick a scribe Desktop sharing and recording

Session Breakout:
Part 1 Forced Listening
Task 0 In Production - "Show me how you use " Show use... 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.

Tips for Listening

listening If you are talking, you are not ______

Acknowledge bias Avoid leading questions

"Wouldn't you agree, that the new and improved 12 step Wouldn t agree 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

Act :
Watch the recordings Compare notes immediately Scope and prioritize P blici e Publicize
via Brown-Bag via Chatter

Rinse & Repeat

Case Study Avril Kirwan: Global Project Manager Domino Printing Sciences

Domino Printing + Salesforce

Domino Overview:
World leader in printing and coding variable information onto our customers products The Domino Group sells to >120 countries worldwide through a network of 25 international subsidiary offices and >200 Distributors

Salesforce Overview:
Salesforce replaced a 15-year CRM tool Heavily customized to bus ess p ocesses ea y custo ed business processes Implemented Salesforce in 11 of our direct subsidiaries

Every Channel had separate needs

What we recognised:
Users had access to fields that they did not need Business process should flow better

Contacted our CSM for usability advice y

Instead, we got homework...

The Assignment

Highlights of what we learned...

Should have done this six months ago! Adjustments can be made between sessions:
Reword a label, adding custom help text, and moving a field Make sure in sandbox Tell the admin!

Users need more training g And most surprisingly...

Sales reps dont always plan ahead of time...

[PLAY]

Observations from the cheap seats

Got started within a week! Better over time time
Less defensive, more listening

Even without any guidance, learned a LOT guidance Great work Avril & Sierd

Tips for improving usability

But first

Got Fields?
32.3% of all page layouts have too many fields
ok I lied ok,

Print your pages Run a report report Don't delete, hide Run a survey If possible, use Record Types

Use Chatter
"Give a man a fish and you feed him for a day teach a man to make a Chatter group" teach group
Tips & Tricks Apple Technologies

Deputize

Focus On Your New Hires

Make your 'Getting Started Materials' editable Sit in on the training sessions
Write down the questions that come up frequently Bring a printout of the screens

Tips for Better Usability: Little bit harder to reach...

Field validation and error messages Record Types
If you are an Enterprise or Unlimited Edition customer

Reports page - trim Got politics? Got bigger than a breadbox?

Get a professional

Creating Help Links for Standard Fields

Use the field level help:

Or
Show all options:

1) Make a text field, 2) Set its default value to the help text, 3) Make it read-only using Field-Level Security

Next steps
Templates and more available via Chatter Participate in our usability tests
Follow @salesforceui to learn more

Please post your experiences:

What worked What didn't What you learned that others could use

Q&A
Scott Kincaid , @scottkincaid_sf Doug Porta, @dougporta Do g Porta @do gporta Avril Kirwan, Domino Printing UK

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