Guest Service Ambassador's Toolkit

Project Overview

Duration: April-July 2022 (12 weeks)
My Role: Lead UX Design, User Research, User Testing
Team: 2 Designers, 2 Content Designers, 1 PM
Tools: Figma, Photoshop, Mural, Google Sites



A Guest Service Ambassador’s job is to assist employees and their guests in navigating the HQ campus and its policies. HQ Campus consists of a public park and 3 buildings that are 61, 43, and 30 floors high. With policies ever-changing, and having to assist ≈ 15,000 employees, their guests, and public-park visitors every month, GSA’s must refer to their team’s website daily to assist in a timely manner. 

PROBLEM

GSA’s most vital resource, intended to be used daily to perform their job, is deemed unusable by 90% of ambassadors.

GSAs assist ≈ 15,000 employees, their guests, and public-park visitors every month and need to find answers as quickly as possible. The current site is too difficult to navigate, resulting in slower turnaround times, having to find other resources, and disatisfied employees.
SOLUTION

A redesigned site making information digestible to improve daily work performance of GSA’s.

The Guest Service Ambassador's Toolkit used at Salesforce HQ easily breaks down information of all 3 buildings including navigation, contacts, amenities & events. This way, GSA's can provide the most up-to-date knowledge.

Search

Allowing GSA's quick access to find what they need.

Key Campus/GSA Information

Making GSA's main duty of answering campus questions easier.

Below are additional documents & resources that help GSA's with their other daily at-the-desk tasks.

Event Calendar

All daily events & meetings for each of the 3 buildings so GSA's can help direct employees.

Resources Page

Compiled links & documents to assist GSA's with tasks at the desk, onboarding, preparing for events, getting ahold of essential contacts, and much more

Tower Navigation Page

Providing updated info on open floors & amenities available to employees within the office.

USER RESEARCH

GSAs are frustrated with how much work it takes to find what they're looking for on the site.

The main purpose of the GSA Toolkit is to find information on HQ campus and its 3 buildings. Even so, the campus information isn't prioritized on the homepage and is also difficult to find through the navigation. Once found, the building pages are hard to digest and extremely text heavy.
Pages are filled with overwhelming amount of text.
HQ campus info hard to find on homepage or navigation.
I asked GSAs what they tend to need the toolkit most for, what their current frustrations were, and their current process was to navigate the site and answer employee's questions.

Through interviews it became clear that the site required too much digging. The most commonly looked for information didn't have enough visibility, navigation was difficult, and there needed to be a more streamlined user-flow.
IDEATION

Figuring out how to streamline way-finding.

I worked on pages for each stage of the user flow and thought about how I could best reduce clicks and prioritize the information that GSA's use most.
PROTOTYPE V1

Prioritizing HQ campus information.

GSA's main frustration with the original site was the difficulty in navigating and digesting building page information. My focus early on was to make each building's info available in one click and have the info be easy to read.

Emphasizing & Organizing SF Campus Links on Home Page

HQ campus info was brought to the top of the home page & organized by building, making it easy for GSA's to quickly access what they need.

Designing Tower Page to be More Digestible

Information about Salesforce Tower is now broken into labeled sections rather than a long list.

Consolidating & Categorizing GSA Resources

Relevant icons were added in place of previous Salesforce mascots and links were consolidated and categorized.

PROTOTYPE V2

Categorizing HQ campus pages further.

After having 8 GSA's user tested the site, the feedback received stated that while navigation and visual clarity improved, it would be easier to digest if each building's pages were further broken down.
IMPACT

The GSA Toolkit increased office productivity.

100% of guest service ambassadors reported the GSA toolkit to be greatly more user-friendly and able to accomplish daily tasks more efficiently.

"I've been able to answer employee's questions quickly and easily, even as a new hire.” -  Guest Service Ambassador

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