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Activity Tracking

How I delivered insights to to improve a major

productivity feature within org62

COMPANY

Salesforce

TIMELINE

1 month

MY ROLE

Sr UX Researcher

TEAM
jasmine-avatar.png

CONTEXT

Org62 is Salesforce’s internal org for go-to-market operations. In layman’s terms, it’s an essential tool that sellers use on a daily basis to run and report on their deals. Within org62, they can manage the full sales lifecycle, from opportunities, accounts and territories, to generating quotes and request approvals.   

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Org62 has been around since the beginning of times, with some scientists dating it before the Cambrian period. /s

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As with any legacy system, throughout the years it grew arms and legs, and then more legs and arms to support its ever evolving user base with today serving 33K active users. It is a critical tool for the business, however, after many years it suffers from technical debt, and is cluttered with features and information that are not well looked after. 

WHAT IS ACTIVITY TRACKING

Activity tracking is a productivity feature within Org62, used to log calls, emails, meetings, events and tasks. It captures a seller’s engagement with a customer, such as essential conversation details, in order to support business continuity.

PROBLEM

Activity tracking is critical for business operations and management oversight, however, sellers find the current logging process tedious, slow, and disconnected from their core sales goals.

THE ASK

Activity tracking has never received the dedicated focus required to realise its potential. Past efforts have been fragmented, resulting in scattered documentation and a lack of a unified strategy.​​ The ask was to transform Activities from a tedious data-entry task into an intelligent, automated, and indispensable part of the seller experience. Our team was explicitly empowered to "start from scratch" and think with "big ideas, big thoughts, big dreams." 

MY ROLE & PROCESS

I was brought on the project in June of 2025 to run the discovery phase. I partnered closely with Jasmine Lawson, the Innovation Lead, to help with the delivery of the BRD (Business Requirement Document).

 

As someone who knew nothing about the process of tracking activities, I wanted to understand the current state of activity tracking from the user, sales leader and product angle.

METHODOLOGY

I kickstarted the discovery by using a mix of qualitative and quantitative methods. This involved:
 

  • Qualitative Evaluation: 30-minute moderated, live-scripted interview sessions conducted via Google Meet with Product Directors, Sales Leaders, and Account Executives across multiple segments

  • Quantitative Survey: I created a survey which I sent to AEs, which collected 20 structured responses.  

  • User Representation: Participants spanned diverse regional markets (AMER, EMEA) and tenure levels ranging from under a year to over seven years at Salesforce


 

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