Discover
a. Immersion:
Embracing the power of Generative AI, this case study highlights the journey of a SaaS company’s product suite. The genesis of this transformation is the Partner Connect project, a platform built on Salesforce/FinancialForce for efficient talent distribution and collaboration. The integration of end-user feedback into this platform paved the way for our innovative Gen AI solution.
b. Questionnaire & Interviews
During the evaluation phase of this project, representatives from two of our partner organizations were interviewed. The objective was to gain insights into their challenges and potential concerns with the existing system (CDM).We designed a questionnaire and conducted interviews with the RMs and Partners to gather more insights into their experiences with CDM and emails.
The questionnaire and interviews covered the following topics:
How and why they use CDM and emails in their recruitment process.
How do they ensure that information is accurately captured and tracked in CDM.
How they manage communication with Technicians and Resource Managers.
How they use CDM and emails to manage the onboarding process for New Technicians(Resources).
How they use CDM and emails to track the Progress of Projects and Resource Requests.
How do they manage invoicing and payments.
How do they ensure that data is Secure and Confidential when using CDM and emails.
What Challenges they encounter when using CDM and emails, and how they address them.
What Features and Functionalities of CDM they found most valuable and would like to see retained in the new system.
What Features and Functionalities should be incorporated into the new system to enhance the user experience.
The team used open-ended and closed-ended questions to elicit qualitative and quantitative data from the RMs and Partners.
The team also used probing questions to explore deeper into the responses and clarify any ambiguities.
We recorded, transcribed, and analyzed the data using thematic analysis and descriptive statistics. Also, we identified the main themes, patterns, trends, gaps, and opportunities from the data. The team also validated the data with the RMs and Partners to ensure accuracy and reliability. The team used the data to inform the design and development of the new system.
c. Problem Identification:
“As a Partner lead,
While using the current system (CDM), we have observed several pain points that hinder productivity and user satisfaction. These pain points include difficulties in registration, access management, project visibility, timesheet approval, and lack of customization options.”
“As a Partner technician,
While registering for Partner Connect, I have observed that the registration process can be challenging, especially if I have not done it before.
This causes delays in the registration process, and I have sometimes received error messages stating that my access is denied. Additionally, if I change my email address, it erases all of my project history, and I have to manually add it back to my profile.”
How could we simplify the registration process so that it is easier for technicians to get started?
Define
a. Tagging and Categorization:
Responses and insights from the user interview were recorded, classified, and prioritized based on their frequency of occurrence among users.
b. User Stories:
Through these user stories, we aim to highlight the human element often overlooked in data-driven research.
c. Contextual Inquiry:
Our contextual inquiry involved observing Resource Managers (RMs) using the Client Deployment Manager (CDM).
This allowed us to understand how resources are assigned, the time taken for specific tasks, and the number of tools used alongside CDM.
Key tasks include:
Creating technician profiles
Managing tech requests
Monitoring project statuses
Compliance checks
Technician training
Tracking registration and daily timekeeping
Managing tech fulfilment.
This contextual inquiry provided valuable insights into the real-world use of CDM, highlighting both its strengths and areas for improvement.
These findings informed our next steps in enhancing the user experience for Partner Connect
d. CDM Usability Score:
Our contextual inquiry involved observing Resource Managers (RMs) using the Client Deployment Manager (CDM).
This allowed us to understand how resources are assigned, the time taken for specific tasks, and the number of tools used alongside CDM.
Key tasks include:
Creating technician profiles
Managing tech requests
Monitoring project statuses
Compliance checks
Technician training
Tracking registration and daily timekeeping
Managing tech fulfilment.
This contextual inquiry provided valuable insights into the real-world use of CDM, highlighting both its strengths and areas for improvement.
These findings informed our next steps in enhancing the user experience for Partner Connect
e. Heuristics Audits:
In our Heuristic Evaluation, we utilized a workbook system to assess and rate webpages based on how well they adhere to UX guidelines.
This evaluation was conducted across various categories including Home Page, Task Orientation, Navigation, Forms & Data Entry, Trust & Credibility, Writing & Content Quality, Page Layout & Visual Design, Search, and Help, Feedback & Error Tolerance.
This systematic approach allowed us to thoroughly evaluate the previous solution CDM (Client Deployment Manager).
f. User Flow:
g. Opportunities:
In addition to Partner Connect being a viable solution to CDM, we also identified areas in which Generative AI could help save time, make work faster and more effective. Here are some of these opportunities we identified.
AI for onboarding: An AI-powered tool could streamline the process of onboarding new technicians by generating documents and checking their work history.
AI for time tracking: An AI-powered tool could automate the task of tracking and reporting the time worked by technicians, enhancing the data quality and efficiency of invoicing.
AI for time approval: An AI-powered tool could assist project managers in verifying and approving time entries, alerting them of early entries and providing them with relevant information.
Develop
a. Ideation Solutions:
As part of the UX enhancements for Partner Connect, the company embarked on an ambitious journey to incorporate Generative AI into their resource allocation system.
The AI technology played a crucial role in the process of adding technical resources, offering impartial recommendations on the most suitable candidates based on a variety of criteria.
This not only made the process more efficient but also ensured the highest quality of decision-making.
The introduction of Gen AI significantly minimized human error and bias, leading to outcomes that were both more precise and fair.
Smart Suggestions can help technicians fill their timesheets more efficiently and accurately, reducing the risk of errors.
Artificial intelligence (AI) can automatically fill in timesheets by combining access to the user's calendar and GPS location (with the users permission).
This information can be used to accurately record the time spent on site for each task, saving the user time and effort.
For example, if a resource has a task scheduled at a client's location, the AI can use the GPS location of the resource's phone to determine when they arrive and leave the site.
b. Prototype:
We are thrilled to introduce our innovative prototype, a testament to our commitment to enhancing user experience and efficiency in Partner Connect.
This prototype is the result of our ambitious endeavor to integrate Generative AI into our resource allocation system.
Deliver
Project Goals
The integration of Gen AI brought significant business value to the company.
It increased efficiency, improved accuracy
led to cost savings
managed risks, and enhanced customer satisfaction.
Faster project completion and improved accuracy led to increased customer satisfaction, which in turn led to repeat business and positive word-of-mouth referrals.
Conclusion
The integration of Generative AI into the company’s SaaS business space presented a transformative opportunity to revolutionize user experiences, streamline content generation, and enable data-driven insights.
By addressing the current challenges and embracing Gen AI technology, the company propelled their SaaS products and product lines to new heights of excellence.
This case study outlines a roadmap for success, empowering the company to embrace innovation and deliver exceptional value to their customers in the competitive SaaS industry.
