Successful User Experience in an Agile Enterprise Environment

Authors:
Melissa Federoff;Catherine Courage
Affiliations:
Salesforce.com, The Landmark at One Market St., San Francisco, CA 94105;Salesforce.com, The Landmark at One Market St., San Francisco, CA 94105
Venue:
Proceedings of the Symposium on Human Interface 2009 on ConferenceUniversal Access in Human-Computer Interaction. Part I: Held as Part of HCI International 2009
Year:
2009

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Abstract

Salesforce.com is a leader in the enterprise Customer Relationship Management (CRM) marketplace. In 2006, salesforce.com's Research and Development (R&D) organization transitioned over 30 product teams from a waterfall development process to an agile one. The R&D department is responsible for producing all products offered to salesforce.com customers. After the transition, it was clear that User Experience (UX) team members were dissatisfied. When asked 6 months into the rollout if agile was making their work life better, only 24% agreed. This paper discusses how the team and management responded to this data and as a result reached an 85% satisfaction rate a year later.