Digital Adoption Solutions

Performance gap: users were saving reports to Public Folders, which was a process error. Instead, users should save reports to All Folders. The volume of incorrectly saved reports required Salesforce administrators an average of 12 hours per week to correct.

Solution: I designed an invisible button on top of Public Folders that automatically clicked All Folders for users and displayed instructions and support information. This solution prevented users from being able to select Public Folders.

Outcome: the error rate for this issue was reduced to 0%. Salesforce administrators saved on average 12 hours per week and the business saved tens of thousands of dollars since the solution was implemented.

Performance gap: a field in Salesforce originally read "Bankruptcy in Past 10 Years." This was inconsistent with some business processes and customer requirements, which needed identification of bankruptcies on different timelines (e.g. 7 years). Users were confused with this discrepancy and processed all bankruptcies on the 10 year timeline, as the field indicated. This resulted in incorrectly scored loans and cost the customers and the business opportunities for appropriate loan volume processing.

Solution: I designed two items:

1. I covered the existing field text with a title ("Bankruptcy Reported to Credit Bureau")

2. I added an info bubble that provided context to users on how to use the field, including linking to the relevant standard operating procedure.

Outcome: the IT partner quoted the company $50,000 and 6 months to change the field name. My solution required less than 30 minutes to build, test, and publish without additional costs to the company.

Performance gap: a feature ("View Financial Profile") that allows users to view customer financial profiles provides inaccurate data. This is caused by API between various systems not syncing. If users initiate the View Financial Profile feature, they will score a loan incorrectly, leading to customer and business losses.

Solution: I designed an invisible button that prevents users from clicking View Financial Profile, which eliminated the potential for error. I also included a popup message explaining that this feature was being repaired, since it was in the backlog of enhancements.

Outcome: the error rate was reduced to 0% for incorrectly scored loans due to using View Financial Profile. It is difficult to estimate the cost savings, but it is likely to be in the millions of dollars.