Research Goals

We wanted to understand our users and how they currently build CKIPs. Will building a CKIP in Salesforce be easier for them?

What were the goals?

• Identify users pain points in the current CKIP creation process.

• Determine if users find building CKIPs in Salesforce easier than PowerPoint.

• Identify usability issues associated with building CKIPs in Salesforce. 

The research involved remote, task-based usability testing sessions lasting one hour each. Participants were asked to speak aloud their thoughts as they worked through tasks, with tests moderated by multiple note-takers.  

Remote 1 Hour Interview: 

• Chat about role and demographic data

• Prototype walkthrough 

• Prototype tasks with the goal to build a CKIP in Salesforce and export a final PPT 

• Questions and suggestions recorded

• 1 interviewer, 1-3 note takers per participant

• Data was reviewed, synthesized, and a report was written

• First round of interviews: 15 people, June 6th 2022 – June 17th 2022 

• Second round of interviews: 6 people, August 1st 2022 - August 7th 2022​​​​​​​

Participant Criteria

• Build CKIPs for members

• Train others in building CKIPs

• Have seniority with the company and product knowledge

• Salesforce user

• Language: English

• Geography: North America
  
  Tools used to recruit participants:
  -- Outlook calendar & email
  -- Sent invitations to participate in user testing

Analysis & Synthesis

Post-interview debrief:
After each session, a word document was captured of the raw dataalong with the recording of the meeting. As a team, we reconnected after each user testing session to have a discussion about what pain points we uncovered and other insights.

Process: I synthesized the data, by importing the raw notes into a FigJam while collaborating with the team. I organized the notes based on the tasks that we observed users perform, and grouped the notes based on pain points, needs, usability issues or other patterns that emerged. We had a total of 15 sessions in the first round, so we each captured our notes in FigJam to make sure we did not miss anything relevant. We grouped our data into 4 user groups: sales reps, advisors, trainers and stakeholders.

Key Learnings:

We learned that there were problems ranging from minor inconsistencies in both visual design and flow to significant obstacles to creating a CKIP.

-- Some of our findings also revealed that in the current CKIP process, users experience frustration and overwhelm due to the disjointed nature of the process, which involves switching between multiple tools to gather information, make calls, and collaborate. As a result, using PowerPoint to build a custom plan for a member can take up to 10 days, with some users managing as many as 200 members.