Final Customer Stories Filters Presentation
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The document summarizes a user experience research study conducted by Salesforce to understand user expectations of filters for customer stories. The study found that users' expectations for "top-tier" filters like most popular and most viewed were consistent with the filters currently used. It also found that users' definitions of business size and key business needs filters like sales, customer service, and marketing aligned well with Salesforce's internal definitions. The study provided recommendations to refine some of the business needs filters based on user feedback.
Final Customer Stories Filters Presentation
- 1. Thomas Rizzolo Senior UX Researcher - Digital Marketing trizzolo@salesforce.com Salesforce 2016 Customer Stories Filter Study February 2016 Fanya Young UX Researcher - Digital Marketing fyoung@salesforce.com
- 2. Objectives To understand user expectations of the Customer Stories filters
- 3. 1. Top-Tier Filters 2. Business Size 3. Business Needs Customer Stories Filters
- 4. Scope Study Participants Test Scope Oct.12, 2015 - Nov. 3, 2015 60 Customers 58 Prospects Survey Questions Interpretations & Recommendations
- 7. To understand users’ expectations of the Top-Tier filters Top-Tier Filtering Goals Most Popular Most Viewed Most Featured Stories Most Recommended
- 8. Our Top-Tier filters are consistent with those of our users Top-Tier Filtering Key Findings “High traffic area where most of the visitors spent their time.” Most Popular “The highest number of views for a given period of time.” Most Viewed “The most successful results for other customers.” Most Featured Stories “Stories that I would want to see based off of the stories I have already read.” Most Recommended Most Popular Most Viewed Most Featured Stories Most Recommended
- 10. To understand users’ expectations of the Top-Tier filters Company Size Filtering Goals Small Business Market Mid-Market Business Enterprise Business
- 11. Our internal definitions of Company Size and those of our users are consistent Company Size Filtering Key Findings 82%Small Market BusinessSmall Market Business Mid-Market Business Enterprise Business 1-100 101-1,000 1,101+ Salesforce Percentage of Users Who Agree 74%Mid-Market Business 74%Enterprise
- 13. To understand users’ expectations of the Business Needs filters Business Needs Filtering Goals Sales Customer Service Community Mobile Analytics Marketing App
- 14. Business Needs Filtering: Sales Key Findings Increase sales Close more deals Win more deals None of the Above 0 7.5 15 22.5 30 1 3 5 25 Recommendation Increase sales
- 15. Business Needs Filtering: Customer Service Key Findings Keep more customers Improve customer service Raise customer retention rates None of the Above 0 8 15 23 30 0 5 22 6 Recommendation Improve customer service
- 16. Create an online community forum Engage with your customers Connect customers to each other None of the Above 0 6 12 18 24 30 1 3 5 25 Business Needs Filtering: Community Key Findings Recommendation Create an online community forum
- 17. Remote access to databases Manage business from your phone Run your business on the go None of the Above 0 2 4 6 8 10 12 14 0 13 12 8 Business Needs Filtering: Mobile Key Findings Recommendation * Run your business from your phone * Only if there are Customer Stories about mobile solutions
- 18. Business Needs Filtering: Analytics Key Findings Analyze business data Grow my business Get business metrics in real-time None of the Above 0 6 12 18 24 30 0 1 4 30 Recommendation Analyze business data
- 19. Business Needs Filtering: Marketing Key Findings Find more customers Get more leads Build & manage customer journeys None of the Above 0 4 8 12 16 0 5 16 14 Recommendation Find more customers
- 20. Business Needs Filtering: App Key Findings Build and implement apps Create and install apps Use apps to build your business None of the Above 0 4 8 12 16 0 15 7 11 Recommendation Create or find apps to build your business
- 21. Appendix
- 22. Scope Study Participants Test Scope Oct.12, 2015 - Nov. 3, 2015 Survey Questions Interpretations & Recommendations Sales Customer Service Marketing IT Analytics Community 73 62% 46 39% 61 52% 49 42% 51 43% 28 24%
- 23. Thank you