CASE STUDY

Sevita Health: Investigating Challenges with Salesforce Through an Interactive Workshop

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Sevita Health brand element

About the Client

Sevita Health is a health and human services provider, offering quality services and support for thousands of individuals across the country. Providing high-quality care is, and will always be, Sevita Health’s top priority — and to do that effectively and successfully, those responsible for providing care must be able to track, record, and analyze key data points.

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AT A GLANCE

Streamline the user experience

Several years ago, Sevita Health decided to move its largely paper-based system for tracking data about the people they serve to Salesforce. With roughly 30,000 employees across the country supporting different business lines, this was a big implementation that was handled in stages and rolled out slowly to employees to ensure enough time for training and the opportunity to act on feedback from employee users.

When Sevita Health reached out to LookThink, they were looking for strategies to streamline the user experience because the initial rollouts resulted in lost data and/or revenue as employees struggled to adapt to the new system. With many more upcoming rollouts and additional business processes slated for migration into Salesforce, Sevita Health knew they needed to make improvements now to bolster user adoption and beat the clock on potential future revenue losses.

PROJECT OVERVIEW

Primary Goal

Evaluating key problems and setting metrics for success

Audience / Users

Health and human services providers

Related Technologies

Salesforce

THE CHALLENGE

  • Move its largely paper-based system for tracking data to Salesforce
  • Large implementation handled in stages - roughly 30,000 employees across the country supporting different business lines
  • Slow rollout to employees to ensure enough time for training and the opportunity to act on feedback from employee users

THE SOLUTION

Understand the Business to Understand the Solution

After an initial conversation with the team responsible for the platform’s success at Sevita Health, we knew we had a lot to learn about Sevita Health’s business, the people they serve, the users of the platform, the data they track now (and want to track in the future), and the business processes that were suffering most due to challenges with the platform.

We immediately suggested an intensive one-day workshop that we would facilitate at Sevita Health’s headquarters in Boston — allowing us to convene a group of key stakeholders from all relevant departments and the four key business lines (support for the elderly, youth and adults with intellectual and developmental disabilities, youth and families at risk, and youth and adults with brain and spinal cord injuries). Each of these staff members would have a unique perspective on Salesforce and represent the needs of the user and the business — allowing us to envision a system that would support both and improve key business metrics.

Sevita Health enthusiastically agreed to this plan and off to Boston we went. Before the workshop, we spent time familiarizing ourselves with the platform itself via demo and sandbox access — so that we’d be in the know as stakeholders relayed their thoughts and experiences during the workshop. The workshop proved to be an incredibly valuable starting point to understand the business model and how we would shape a research project to investigate the business lines, their unique needs, and how the platform can support the business and employees moving forward. Here’s a high-level version of the agenda that guided us through the day:

  1. Introductions and high-level visioning
    • Desired outcomes
    • Pain points
    • Success definition
  2. Department-level analysis of pain points and success metrics
  3. Technology and platform deep dive
    • Salesforce customization versus configuration assessment
    • User Interface (UI) layer discussion
    • Unique features and functionality identification 
  4. User Experience Deep Dive
    • User types
    • Training
    • Interactive best practices
    • Look and feel requirements and aspirations
  5. Closing
The UX Workshop not only got our entire business and dev team on the same page, but forced us to have a hard look at our current Salesforce implementation and realize we had a lot of work to do to create a user-centered application. LookThink managed the audience easefully, and everyone walked away inspired about the possibilities.

Andy Meyers

IT Implementation Director

THE RESULTS

Creating a robust roadmap for 
future phases

The outcome of the workshop was a comprehensive recommendations document and robust strategic plan that has served as our collective guide moving forward. Key areas of this roadmap included:

  • Further definition of challenges and success factors
  • Deep dive user analysis
  • Heuristic analysis of key screens
  • Recommended user research plan, as well as follow-up analysis and prototyping
  • Estimated budget and timeline

The key heuristics the team tested for and against were:

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Match between system and the real world

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User control and freedom

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Consistency and standards

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Recognition rather than recall

Sevita Health's workshop was an incredibly valuable springboard that allowed us to understand their Salesforce implementation at a very deep level and plan out a detailed approach for implementing validated changes to the system that will result in happier users and better ROI.