So, let’s just say (safe harbor) that you’re preparing to release a completely new Salesforce User Interface to your users. Let’s name it Lightning. What can you do to make sure that new UI is loved and embraced by all of your users? Make sure it gets used, of course! And how can you do that? By asking your users questions and making changes before your release with the deceptively simple process of Usability Testing.
New to user testing? Don’t worry, here’s what you need to know:
- It’s easy to learn. Sign up now for my session at Dreamforce, “Test for Success: 5 Steps to Usability Testing Success” on Wednesday, September 16, 2015 at 11:30am in Moscone West’s Innovation Theater*. Also be sure to check out the Usability Ninjas sessions.
- Plan time to do usability testing before you begin using Salesforce at your organization, before you launch a new feature like a custom app, and before a significant release. You’ll want to test 5 users each time. I spend 30 minutes per test. While there are certainly things I need to do outside of this time, isn’t it worth it to spend just 2.5 hours having your users directly show and tell you what they think about what you’ve worked so hard to customize, build, and create in Salesforce?
- Make changes based on user feedback! This is a great way to build user adoption and reassure your staff that you strive for continuous improvement and will keep iterating until your Salesforce instance is the best it can be. Pro tip: use what you learn in usability testing to plan your agenda for your all staff training!
- Communicate, communicate, communicate. At your next staff meeting, thank your participants and publicly distribute your road map for when users can expect to see changes in Salesforce, how those changes will impact their jobs, and provide a list of support resources to address any questions staff have (e.g., a Chatter group, Help & Training, role-based training, handouts, informal Q&A sessions, etc.).
- Listen! If you can listen, you can do user testing.
*If this isn’t enough to convince you, this year at Dreamforce I have a special guest co-presenting with me: Steve Fadden, Ph.D., Lead User Researcher, Analytics UX, Salesforce! I can’t wait.