Case Study

Helping One Manager Be Better Than Two

Consulting, Learning, Mobile App, Technology

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Background

Creating The Engineering Manager Of The Patch Performance Tool

At SALESFORCE, patches are released every week. Managers oversee releases of patches they have worked on which averages about once every 12 months.

Previously, two managers (one QE and one Development manager) rotated this shared job to manage the process.

Leadership made the decision to create a single position to be held by only one manager. The Engineering Manager Of The Patch (EMOTP) position was created to improve efficiency, alignment and to streamline communications.

THE GOAL

Creating a performance enhancement tool that had all of the information that would need to be communicated in a normal course wrapped into it. Replacing the current cumbersome documentation-centric code release instructional module with an easy-to-use app with just in time information delivery was a first for SALESFORCE.

The app had to feel directly applicable when it delivered instruction and had to be available as a performance support tool during the weeks of prep and management. Above all, the app had to feel like the SALESFORCE culture – techy nerdy cool and embracing of gender neutrality and diversity.

THE CHALLENGE

Managers taking a rotation as the EMOTP for the first time and managers returning to the position after a twelve month gap were both in danger of forgetting steps and making grave errors.

Additionally, SALESFORCE employees showed great resistance to anything that resembled old school corporate training in tone or delivery. They also tended to resist anything that wasn’t directly applicable to current issues at hand.

Salesforce Mobile App

INSIGHTS

For this app to be successful, our research indicated that the user-experience needed to be:

ACCESSIBLE, easily navigable, and intuitive in its ability to help the code release manager move seamlessly from one task to the next.

EASILY UPDATEABLE.

REFLECTIVE in it’s designated best practices and success criteria.

SUCCESSFUL from Day One. Provide the manager in this new role with immediate support and confidence.

TRUSTWORTHY. Re-enforce trust as SALESFORCE’s number one value as it pertains to customer experience.

VISUALLY COMPELLING. Include animation, reflect SALESFORCE’s culture in the design.

In addition, managers should be able to bookmark pages for easy reference and recall, and the app should be able to collect immediate and ongoing feedback from its users.

SOLUTION

We designed an entirely embedded app within the Salesforce mobile and desktop environments,. The first training app to be delivered off the S1 Platform.

We created a hip animated video to connect with the user at launch and used a check marking system to keep them engaged through the process. We worked with senior user research and current managers to add concept validation and usability testing to the process.

Our solution also featured these key elements:

EASY ACCESS

We removed barriers to usability by making sure the app was easy to access at any time and could easily be returned to previous dates and tasks. In addition, we targeted specific user groups (EMOTP) within the larger organization so sign-in was easy to spot.

“STICKY” CHECKMARKS

As the manager goes through the daily process, they are able to check off what has been completed. Managers can log in and out at any time to adjust check marks as necessary.

A RATING & COMMENT SURVEY

This allowed users to give us instant feedback on their experience.

Salesforce Mobile App

RESULTS

The new app will dramatically reduce the amount of time 450+ tech managers will need to take out of their weekly schedule each year to manage the process, reducing the internal cost of the effort by over half a million dollars per year allowing managers to spend more time for product development goals and objectives.

To top it all off we won the Brandon Hall Gold award for Best Use of Performance Support.

2017 Brandon Hall Award
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