Salesforce UX Research Case Study

Salesforce UX Research Case Study

Project Background:

Challenge:

Salesforce acquired a clunky grants management system with major usability issues and there was a profound lack of trust amongst users. We needed a better understanding of our key personas and their workflows in order to prioritize key product changes.

Goals:

1) Understand the implementation partners role in supporting Salesforce Grants Management users.

2)Identify actionable design feedback to address core usability issues.

Method:

• Remote in depth user interviews

• 60 minutes

• 3 personas; 8 participants each

Deliverables:

• User journey maps

• Detailed personas for product team

• Research read out for crossfunctional partners (Product Management, Engineers, UX Design)

Impact:

Identified key workflows, needs and challenges of implementation partner persona

Prioritized product roadmap to reflect key needs of users

• Reporting

• Budget Module

• Grantee Portal

It was clear that the current grants management platform did not match partners or users mental models, the current product was sunset to make way for a new grants management system, built on native Salesforce components