Activity Logging Console

Premise: Users typically use Salesforce to internally keep track of their activities with external parties but users were just using it as a cloud backup/storage instead of collaborating


Goal: Customize the activity console to make it more efficient for users


Challenges: Salesforce on default is not customized to the needs of the company and need to discover why users are not using it in the first place



Researching User Experiences


I observed how different groups of users were using Salesforce (sales vs client service users). I talked to them individually about what they value the most out of the software.


What users want:

  • Sales Users: ability to track cold calls vs meetings and the next step for each prospect

  • Client Service Users: ability to get updated quickly (ie reading notes from previous meetings, calls or other people's notes)



Identifying Problem Areas


I asked users to conduct their normal daily tasks (logging & checking activities) and observed how they did it without interfering (correcting/directing).


BEFORE: Users had to scroll down to the bottom of the profile page, select "Log a Call" and fill out details in a new page

Some observations include:

  • Users searched for the company they had an interaction with, enter the company profile page, scroll down to the bottom for "Activities", select a button "Log a Call" to open a new page to start recording details.

  • Some users were not logging a meeting in the activity log because there is only a "Log a Call" button

  • Users confused about "task information" when in the activity consoleUsers confused about "Related Event Date"


BEFORE: Old Log "Console" (separate webpage)

In conclusion, the confusion within the console + multistep logging led to the issue that it's just plain inconvenient to use the activity logging function.



Solutions


For both types of users, having to perform too many steps and having a confusing button label were the biggest problems.


I condensed the logging process down to a single page, where a user doesn't have to leave a company profile page to log an activity with that company.


I eliminated the several labels and used on big action word "create an event" and dedicated the type of activity to a drop-down pick list.


AFTER: On a company/contact profile page - logging console floating to the right with clear labels


Review and Results


I tested several layout and placements of the console within the profile page before settling on the best, most intuitive location.


The results was a 53% increase in interactions (such as logging activities, creating tasks, "interacting with the console").