Introducing Concierge, the internal self-service platform that streamlines support for Salesforce employees, providing answers and support tickets for IT and HR-related issues.

With its user-centered design, Concierge ensures easy navigation and increased productivity for employees. This case study will showcase how design and user research led to its success.

My Role

UI/UX Design Hi-fi Prototyping User Research Conversation Design

The Challenge

Information finding for employees can sometimes be challenging, specially in large enterprises with thousands of articles and 70.000+ employees. When people don’t find answers to their questions, the natural next step is to engage with the support team by creating a ticket.

By making information easily accessible, we hoped to reduce the amount of tickets created, improve the user experience, and retire the previous Concierge system that was built using legacy technology that was no longer maintained.

To find out more about employee problems and what they were looking for, we interviewed both employees and support agents.

We also looked at platform analytics and analysed the searching behaviour of our users.

Quotes from user interviews. One employee said they have difficulties finding information and logging tickets. Another tech support person mentions they are wrongly assigned cases.

How are users searching?

In our research, we discovered that user behaviour in searching for information can consist in foraging, scanning information and skipping irrelevant content. Based on this knowledge, we started our ideation phase.

Dog Sniffing

Information Foraging

Users follow informational scents when searching, and measure time costs (Gain = Information Value / Cost of Obtaining it)

Magnifying Glass Scanning Page

Page Scanning

Instead of reading it all, users first scan pages for relevant items to their search like buttons, images and icons.

Iceberg

Iceberg Syndrome

Users think the first section of the page is a good indicator of the type of content that is also below the fold.

Concierge Slack App

Smart Widgets

Based on the Pareto principle, we decided to identify the 20% most searched for articles and designed smart widgets for each one of them that enables employees to easily find the information they are looking for.

For example, the Wellness Reimbursement Widget answers what specific items are reimbursable under the Salesforce Wellness Program.

75% Reduction

in reimbursement support tickets