Users Don't Have to Suffer in the Cloud
summary
Argues that a hub-and-spoke architecture keeps database integrity in a central Salesforce hub while delivering role-specific spokes so users keep familiar workflows; adaptation builds spoke apps built on Salesforce AppExchange and adds in-app feedback (and mentions GetFeedback integration) to iterate. Result: no formal training for many apps, faster adoption instead of “shelfware,” and measurable engagement (about 60 customer responses to a single simple outreach). Examples include replacing Excel workflows and splitting teacher vs admin apps to reduce support churn.
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chapters (29)
- 0:00Introduction
- 4:18A Hard Truth
- 9:04End Users
- 13:59What makes technology obsolete
- 19:07A separation of concerns
- 23:45What are spokes
- 26:59The best of both worlds
- 28:09UX design principles
- 29:39Admin functionality
- 30:29Rearchitecting apps
- 31:49Job to be done
- 32:41Silos
- 33:26Inclusive Design
- 34:39Building for Users
- 35:35Instant Feedback
- 36:39Solving the Right Problem
- 37:22Hub and Spoke Architecture
- 38:05Being Where Your Users Are
- 39:26Listen to Your Users
- 40:00Have Feedback Loops
- 40:58Listen to Users
- 41:38Creating a Feedback Loop
- 42:24Addressing Feedback Through Communication
- 43:07What is the Problem
- 43:35Do a Lot
- 44:25Reduce Training Costs
- 45:30Accelerate User Adoption
- 46:14A Great Surprise
- 48:27User Experience
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