Three Key Questions Before Migrating to Salesforce Lightning
With growing pressure to become competitive through accelerated business processes and increased employee productivity, organizations are looking to empower their teams with enhanced user experience (UX) and user interface (UI) design technology.
Salesforce’s new UI, Lightning Experience (LEX), takes aim at these goals. In fact, on average, organizations that have adopted LEX have boosted productivity by 41 percent, according to a 2017 Salesforce user report. What’s more, Lightning users are becoming more efficient at managing their sales pipeline and onboarding clients (see Figure 1).
First introduced in 2015, LEX was created as a more modern user interface. Its simple design helps users accomplish their goals faster. The original experience—Salesforce Classic—was data focused, which presented some user experience challenges.
With a new path forward and a clear return on investment (ROI), the case for LEX has never been stronger. But before you implement an adoption, plan consider these three questions:
1. Are we ready to manage the change?
Change is difficult. It’s the main cause for many failed IT projects, making it crucial for users to understand the benefit and how adoption will take place.
It’s human nature for people to stay in their comfort zone. Long-time Salesforce users are accustomed to the look, feel, form and flow of Salesforce Classic . When you’re planning to transfer to LEX, there might be some roadblocks or reluctance. A successful change management strategy will build a structured approach for supporting the move from Classic to LEX.
Here’s how to get started:
- Define how the user process is changing and the benefits of making this change
- Communicate a plan on the timing of the transition, how it will affect employees day-to-day and the benefits of those changes
- Define the communication channels you will use
- Assign responsibility of each step to Salesforce champions, leaders and/or other key stakeholders
- Develop a training program to help users with the new procedures
- Ensure your support team is ready to handle the uptick in support requests
- Monitor adoption and communicate best practices as rolled out continues
The goal of change management is to make the LEX transition as transparent and easy as possible. If users do not fully understand the benefits, they could choose the old environment.
2. Will LEX meet the needs of my users?
The new system will only be successful if it actually meets the needs of each user group and is mapped out with a production timeline.
To make sure your team members won’t feel the need to revert back to Salesforce Classic, ensure every user has the necessary tools. LEX’s customization for each user is one of Salesforce’s biggest focuses for 2018. These features include page layout, content density, accessibility and new connectivity tools that can be customized for each user group.
The challenge? Some current features will no longer work in LEX. For example, if your organization has VisualForce pages, some may need to be re-written as Lightning Components. However, the host of new tools that are only be available in LEX make the change worth the short term pains.
That is why it is important to run your “Lightning Readiness Check” to review what is and is not ready for LEX. You can find out how to run your Lightning Readiness Check here. Next, conduct a discovery and UX design phase to see how employees are using the tool and mobilize them around journeys that fit their needs.
The discovery phase should include interviews of all users. The goal is to define the core business drivers, look at success metrics and evaluate any current pain points with the business process. A key step during the discovery phase is a technology assessment. We usually look for a Salesforce champion to use LEX for a couple of weeks and build out a current state of the business processes. Complete this for multiple user groups to get a full system map. From here, you can develop key functionality plans, wish lists and technology needs. Focus these needs and even rank them to build a UX design that will ensure LEX usability.
A customer UX workshop will develop user group personas, corresponding UX journeys and is the foundation to wireframe your LEX solution. When developing personas, you should think about the needs of each user group. What are their interactions with the system? How do we resonate with their business goals? Can we build the key processes in LEX? Once the champion has defined the functionality plan, you can start to build high-level wireframes.
Finally, clearly define the design for each user group. This helps visually show the benefits you need to communicate during the change management strategy we defined earlier in this post. Every user will want to see how the change will affect them.
3. How will you track LEX ROI?
Your stakeholders need to understand and see the significant ROI that LEX can and is providing for organizations. Salesforce has considerable research on how the new UX/UI design of LEX is paying for itself. According to a 2017 survey, LEX users are recognizing a 15 percent to 20 percent ROI driven by three key business initiatives: enhancing user productivity, increasing adoption and focusing on operational improvement.
With many new solution capabilities like Kanban Opportunity workspace, improved reports and dashboards, and a component-based framework to build user group interfaces, Salesforce users are achieving real results. See (Figure 2).
There are multiple ways organizations are leveraging LEX to achieve their business goals. How you approach it will depend on the answers to the first two questions in this post.
As you begin your transition to LEX, answering these questions can lead to seamless adoption, significant ROI and ultimately increased productivity from your users.
For questions, information or help making the switch to LEX, contact a Vertiba expert today at firstname.lastname@example.org.