My Role: UX Design, User Research, User Testing Team: 1 Designer, 2 Content Designers, 1 PM
Tools: Illustrator, Photoshop, Mural, Google Sites
The Salesforce Guest Services Ambassadors work at an especially fast pace helping on average 15,000 employees and their guests a month. While documents for the guest check-in process were previously scattered, the traction toolkit streamlines the process by putting every resource needed in one accessible place.
PROBLEM
Essential pieces for the guest check-in process are scattered and slow down the process of checking in thousands of guests.
GSAs help hundreds of guests everyday and need access to crucial resources easily. Having to dig through the different sites and figure out where certain documents may be slows GSAs down and results in longer lines and frustrated employees and guests.
SOLUTION
The Global Traction Toolkit organizes every crucial resource needed to ensure an efficient guest check-in process.
The Global Traction Toolkit is used across 67 offices in 28 countries. The site organizes every step of the guest check-in process from pre-registration, the in person experience, and training videos.
Announcements
Keeping Guest Service Ambassadors up to date on important updates.
Key Resources
Organized in one place according to process to ensure smooth, efficient guest check in process.
Training Videos
Used to onboard new hires.
USER RESEARCH
Workplace Services teams globally have trouble finding access to vital resources needed to check-in guests.
I began this project by asking members of Salesforce HQ team what information they find most important regarding guests.
After analyzing the data I realized there needed to be a space that held information for every part of the guest check in process to allow for more efficient check-in rates.
IDEATION
Brainstorming how to organize the various resources.
Through my research I was able to collect all of the crucial resources needed by GSA's and started to map out how to arrange the web page according to system.
I was aiming to create a design that organized the resources in a way that would make most sense to GSA's and allow for utmost efficiency. I sketched out various possibilities and asked GSAs which version they liked best and began to digitize the design based on this feedback.
PROTOTYPES
Earlier iterations experimenting with different presentations of the information.
Before reaching the final product 12 GSA's tested earlier versions of the site and gave feedback on how to improve organization, visual presentation, and explanation of the resources.
IMPACT
The Traction Toolkit increased efficiency significantly.
100% of new hires reported being able to work independently. “I recieve about a quarter of the questions, globally, that I used to surrounding the guest check-in process” - HQ Workplace Services Manager/Owner of Guest Check-In
“I was able to train a new hire significantly more smoothly with having all the resources in one place, and they were able to utilize the web page after training” - Senior Guest Service Ambassador
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