This week two guests from our Salesforce User Research team stop by to give Admins the 411 on conducting user research. What is user research you ask? Good question! Mabel and Kathy give us insight into how we gather customer feedback at Salesforce and give you some tips on doing user research of your own. This is a fascinating episode and wait until you hear the Lightning Round!
Kathy is a Principal User Researcher at Salesforce in San Francisco creating innovative experiences in the Service Cloud. Previously, she worked at Google, eBay, and Oracle. She received her MS in Engineering Psychology/Human Factors and a BS degree in Applied Psychology from the Georgia Institute of Technology. The second edition of her book, “Understanding your users,” was published in May 2015 & was the #1 New Release in HCI & Software & Product Design on Amazon the first several weeks it was on sale.
Mabel Chan is a Senior User Researcher at Salesforce. Working on Platform and Sales Cloud, she loves getting feedback from #awesomeadmins in order to make powerful tools that are simple to use. Her background is in design and she has a master’s degree in research and strategy.
Be sure to connect with Salesforce Admins on twitter at @SalesforceAdmns
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