Salesforce Service Cloud Usability Assessment

This project details the results of usability testing conducted on specific tasks in The National Domestic Violence Hotline’s (NDVH) caller intake system, commonly referred to as the Caller App. The goals of the usability testing included establishing a baseline of user performance, establishing and validating user performance measures, and identifying navigation concerns to be addressed in order to improve the efficiency, productivity, and end-user satisfaction of NDVH staff.