We recently migrated our entire sales team from the Classic interface to a highly customized Lightning Experience. However, the "Daily Active Users" metric has dropped as people find the new Page Layouts "too cluttered." How can we use In-App Guidance and Learning Paths to bring them back?
3 answers
The "clutter" issue is usually a result of trying to replicate Classic's "everything on one page" style in Lightning. You should leverage "Dynamic Forms" and "Dynamic Related Lists" to show only what is relevant to the user based on the record's stage. For example, don't show "Closed Lost Reason" fields while the opportunity is still in "Prospecting." Regarding training, move away from long PDF manuals. Set up "In-App Guidance" prompts that trigger exactly when a user enters a new module. These "Targeted Prompts" are much more effective at providing "just-in-time" learning. Also, gamify the experience using "Trailhead-style" badges via Learning Paths within the org to reward users who complete their profiles or update their stages correctly.
Have you identified any "Power Users" or "Champions" in the sales team who can act as peer-to-peer mentors?
Use the "Lightning Usage App" to see exactly which pages have the highest bounce rates to prioritize your redesign.
Excellent advice, Nancy. Data-driven design is the only way to prove to stakeholders why we need to simplify those cluttered layouts.
We have a few, William, but they are also struggling with the new "Activity Timeline." They miss the old "Open Activities" related list. I'm thinking of adding the "Related List - Single" component to the sidebar as a temporary bridge while they get used to the timeline. Do you think that hinders their long-term adaptation?