User Research & Interaction Design
For years enterprise cloud applications are valued as the "system of record". Salesforce is a good example: every sales person knows that if it’s not in Salesforce, it doesn't exist. Now that we enter a new era where storing data in the cloud is cheap and ubiquitous, enterprise applications try to mimic consumer companies by transforming from "systems of record" into "systems of engagement" to increase user adoption. During my internship at Salesforce, I was tasked with creating a vision and design concepts for stronger engagement in their sales product.
Emotions play a big role in my research. I want to understand how salespeople feel, so I can understand how to engage them. I interviewed 20 salespeople within Salesforce. I gave them white papers and post-it notes to draw and write down their emotional experience during a sales cycle.
Some keywords of their emotions emerged from the interviews such as frustrated, excited, anxious, etc.
They experience similar excitements and frustrations at some parts of the journey, but sometimes, their feelings differ from time to time.
Sales people are experiencing more intense emotions and stronger feelings towards the end of the sales journey.