Strategic Accounts

Overview

To gather insights about how users move through the SA Index experience and complete tasks. To increase user engagement with the SA Index and client sites and ensure that users are finding the information they need to get their job done. From April 30, 2019 to May 8, 2019, we interviewed ten individuals and asked 19 questions.

Role

User Experience Designer/Architect

What we Learned

The goal was to understand how users are currently interacting with the page and discover how they would prefer to use the tool.

Assessment Findings from interviews

Users find client sites clean, dry, and easy to navigate. Some users called the sites “functional” and recognized the opportunity to be more visually engaging. They appreciate bullets because they are easily scanned and often scroll to find the content they need. The At-A-Glance section is very helpful because users can quickly scan the most important information. *Most users are navigating within this section.

Top Active Sections

1. At-A-Glance

2. Marketing

3. Pre-Placement

4. Pricing

Content Visibility

Users admitted to “skipping” the Marketing section and ignoring special advisories. The marketing guidelines that are marked as “yellow” are unclear.

Satisfaction Rating

They like… The Search Bar, Alphabet Quick Links, and Marketing Indicators
They dislike… Small font and unclear filters

Pain points

A functional back button…
The current structure of the client sites prevents the browser back button from working as intended causing confusion and frustration. Most of the users interviewed referred to this issue one or more times.

Subsidiary companies showing in search and/or shown on related client sites…
Users reported having a hard time finding subsidiaries when needed and referred to this issue one or more times. The feature was removed from the site after some users were confused by search results.

Lack of “localized” content for client sites…
Commonly suggested items included Company locations (Corporate Offices), subsidiaries, and increased relevant local content in the SALT Report. More company information on the client sites… Users are spending time outside of CONNECT searching for this information on Google. Many stated this takes a lot of time. Commonly suggested items included map/list of locations, revenue, and contract sign date.

The SALT Tool

Based on their role and familiarity with the tool, half of the users interviewed make use of the tool regularly. Pain points included lack of relevant data and discrepancies between Salesforce and SALT database are confusing.

outcome

The participants in this study provided valuable feedback, suggestions, and helped to identify challenges. After speaking with users, many proposed updates can be made in iterations, rather than a full redesign. This strategy ensures constant improvement and limits scope. To improve the use and efficiency of the Strategic Accounts Index, client sites and SALT tool, the User Experience team recommends for immediate impact, focusing on the following recommendations:

• Update the functionality of the back button

• Prioritizing marketing content on the page

• Separate SALT tool from the Index for clarity

• Add link to the SA Index to the mega menu