Form Follows Function: Implementing Good Design

Danielle Henriquez, Amy Purdy, Shanaida Garcia and Barbara

Rusen

Today’s Speakers

2

Assistant DirectorNew Brunswick Summer

and Winter Sessions

Barbara RusenDanielle Henriquez

Business Intelligence Architect

Founder of Data Insights Group (DiG)

Amy Purdy

Salesforce CRM AdministratorData Insights Group

Salesforce User Support SpecialistData Insights Group

Shay Garcia

Presentation Overview

3

WHAT HOW WHY• Goals• Product• Success Metrics

• Approach• Team Diversity• Problem Definition

• Design Thinking• Five Modes• Success Stories

Project: New Summer & Winter Appeals Process

What we set out to accomplish

• Streamlined automation of process for staff and students

• Increase efficiency of managing the registration amendment request

• Increase in effective handling of requests

• High level of satisfaction – for staff and students• Quick resolution rates to cases

• Deeper understanding of process – empathic approach

4

What was Gained

Email Management Efficiencies

Change from Folder to Status

System

Team Satisfaction &

Adoption

5

What We Built

6

Minimum Viable Registration Amendment Request Form built, based on requirements

Minimum Viable process built in Salesforce, integrate form and manage request process

Forw

ard

Faci

ng S

tude

nt F

orm

Back

-End

Req

uest

Man

agem

ent

Product: Form Assembly Product: Salesforce (DoCS Instance)

Increased Efficiency in Salesforce

Change from Folder to Status System: Two required drop-down menu fields with

different status values to increase efficiency in managing the review of registration

amendment requestsEmail Management Efficiencies:

Staff can send an email directly from the DoCSAppeal record in Salesforce. Email Activity history

tracking

7

7.87

4.12

0

1

2

3

4

5

6

7

8

9

2019 2020

Average Time (Days) to Resolve an Appeal by Year

9

Big Wins!

Web-Based Form

Staff Notifications

Communication Tracking

o Connects the Registration Amendment Request submission to Student bio-demo record in Salesforce

o Students can save their progress and submit the form later

o Students receive an auto response email after form submission containing a hyperlink to an additional attachments form if needed

o Staff member receives an automated email notification after a student has submitted the Registration Amendment Request form

o Staff member receives an automated email notification from Salesforce when the student has submitted additional attachment(s) for their appeal

o Staff member can instantly send an email to the student by using the Email action on the related Salesforce appeal record

o Staff member can log dated notes on the Salesforce appeal record and assign tasks to self or other staff during the registration amendment request review process

108 Collaborative Meetings – 12 Hours

HOW: Project Approach

12

Empathize

Define (with Empathy)

Ideate

Prototype

Test

o Collaborated on creating the future, To-Be Process, based on findings during Define step

o Distilled business requirements; Data Insights Team offered solutions to fulfill requirements

o Iterative prototyping approacho Minimum viable product approach

o Early hands-on testing of prototype for feedback

o Feedback circled back to adjust prototype, and then retest

o Think aloud at each stage of testing

o Convened multi-disciplinary team with multiple perspectives met bi-weekly

o Made communication key: meeting notes, shared documents for gathering ideas and feedback to keep everyone in the loop

o Sketched out As-Is Process with full teamo Identified what was working as wello Highlighted Pain points of current processo Defined goals from perspective of each team member/role

How We Diversified Perspectives

Area Work Title Role on the Project Description

Sponsors

Associate VP, Degree Completion Programs

Sponsor Champion and Summer and Winter lead

Assistant Director, Office of Summer and Winter Sessions

Sponsor and Stakeholder Director

Stakeholders

Assistant Director, Office of Summer and Winter Sessions

Sponsor and Stakeholder Director

Manager, Office of Summer and Winter Sessions

Project Manager and Stakeholder

Project manager and in-house subject matter expert

Research Specialist, Office of Summer and Winter Sessions

Data Stakeholder Summer Winter Sessions Data specialist

Student Workers QA Testers User Experience

Internal Sponsor Business Systems Analyst, Data Insights Group

Sponsor Salesforce/technical

Internal Stakeholder

Unit Administrator Specialist, Data Insights Group

Stakeholder Salesforce/technical

User Support Specialist, Data Insights Group

Stakeholder Salesforce/technical

13

DefineTeam reflected in the As-Is Process sketch

14

Student goes to Summer & Winter Sessions website and clicks on the

form link

Student submits the

requestStudent fills

out Registration Amendment

form

Student is redirected to

WizeHive and creates a

WizeHive account

Student saves their app

progress as a draft and it gets auto saved in a

Drafts folder

New Submissions

Folder

Jules reviews request

Pending-Needs

Documentation

Approved

Denied

Invalid Submission

Self-resolved

SS/WS sends

student an email

(Requesting Documents)

SS/WS runs Recently Approved report to send to Financial Aid and

Accounting for “Refund Due”

Appeals

Student logins to WizeHive

and uploads documents

SS/WS sends student an

email (Denied)

SS/WS sends student an

email (Invalid Submission)

SS/WS sends

student an email

(Approved)

Resolved

Resolved

Resolved

Resolved

Un-resolved

SS/WS verifies if their issue was

resolved through the IMS

Student does not upload

documents to WizeHiveapplication

DefineAs-is Process Map

15

Defining the Problem

16

Student goes to Summer & Winter Sessions website and clicks on the

form link

Student submits the web form

Student fills out Registration Amendment

Request web form

Student saves their app

progress as a draft through

creating a login

Summer & Winter staff member receives an automated email

notification of the submission

Staff member begins the

review process

A Salesforce Appeal record is created with all

form submission data along with related Courses and Attachments

Student receives an auto response

email with a hyperlink of the

Additional Attachments web

form

Staff member completes review and updates the Appeal Status field on the Salesforce appeal

record

Staff member selects a

Resolution Status on the Salesforce

appeal record

Approved

Denied

Unresolved

Self-resolved

Invalid Submission

Staff member sends student an email through their related

Salesforce appeal record, explaining their decision

Staff member selects a value for the Approved Type field in Salesforce

Staff member sends student an email through their related

Salesforce appeal record, with approval details

If the student needs a refund, the staff member exports the

Refund Due report from Salesforce and sends to

Financial Aid and Accounting

Staff member sends student an email from Salesforce requesting

additional documentation to be submitted

Student uploads additional

documentation to the Additional

Attachments web form

Attachments are mapped

and uploaded to their existing

Salesforce appeal record

Staff member receives an

automated email notification of the new attachment

upload

Staff member reviews the appeal and selects a new Resolution Status

Staff member sends student an email through their related

Salesforce appeal record, explaining their decision

IdeateTo-be Process Map

17How we envisioned the future state

The Tree Swing Story

https://www.zentao.pm/share/trees-wing-project-management-cartoon-97.html

18

Why: Design Thinking offers a Better Approach

Five Modes of Design Thinking

1.

2.

3.

4.

5.

Design thinking is a mindset that consists of "5 modes" to better define the problem and provide a more

collaborative & holistic solution

21

Design Thinking Industry Success Stories

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• AirBNB– Failing Startup to Billion Dollar Business

• PillPack– PillPack was called one of the best inventions of 2014 by Time

Magazine and Amazon bought PillPack for $1 Billion in 2018.

• IBM– Deeply invested in design thinking and building a large internal

design team. IBM has seen a 301% (!) ROI by banking on design thinking.

https://voltagecontrol.com/blog/8-great-design-thinking-examples/

Form Follows Function With Design Thinking

24

WHAT HOW WHY

• Pathways to Solutions

• Holistic and Scalable Products

• Team Diversity• Change

Management• Success & Adoption

• Design Thinking• Universal

Applications• Any Size Problem

Thank you

25

Assistant DirectorNew Brunswick Summer

and Winter Sessions

Barbara RusenDanielle Henriquez

Business Intelligence Architect

Founder of Data Insights Group (DiG)

Amy Purdy

Salesforce CRM AdministratorData Insights Group

Salesforce User Support SpecialistData Insights Group

Shay Garcia

dahenriq@docs.rutgers.edu amypurdy@docs.rutgers.edu brusen@docs.rutgers.edusgarcia@docs.rutgers.edu

Please feel free to reach out for more information :)

Additional Resources(Design Thinking Artifacts)

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Persona

Empathize 29

Journey Map

Define/Ideate 30

Experience Map

Define/Ideate 31

KWHL TemplateK

What do I know ?W

What do I want to know ?

HHow will I find out?

LWhat have I

learned?

Define/Ideate 32