bp's Salesforce training website revamp

Problem

• The Trading & Shipping (T&S) Salesforce training website was not user-friendly, hindering its use as a primary resource.

• Usability issues included:
• Findability: Difficulty locating the content through search or navigation.
• Wayfinding: Inconsistent design and layout causing user disorientation.
• Privacy: Improper permissions exposing internal documents.

Objectives

Solution

Execution

Phase 1

• Conducted Stakeholder interviews (Business liaison, Customer support lead, Salesforce training crew, Marketing lead, and Content owners)

• Did a Content & UX audit built upon the approach from Lisa Maria Martin shares in her book, Everyday Information Architecture.

• Developed an Action plan with Potential setbacks & mitigation plan

Stage	Major action items
Content strategy and management	Develop a content strategy Consolidate and archive content Review and streamline permissionsSet up a content review cycle
User experience and site usability	Simplify site structure and design Improve first-time user experience Conduct usability testing and analytics review Update documents to reflect the new site structure
Communication and training	Launch communication strategy Offer SharePoint security training
Feedback loop and continuous improvement	Establish feedback mechanismsConduct usability testing and analytics review

• Created a content lifecycle management strategy (content consolidation, version control, etc.)

Phase 2

• Restructured website architecture, information and database folders for improved navigation.
Information architecture for navigation, an article by Abby Covert, was instrumental in my work during this phase.

• Redesigned the website with improved content presentation and user experience.

• Created new training materials like tip sheets and videos for specific features.

• Conducted a survey based on System Usability Scale.

• The page is divided into 3 columns, which looks cramped

• The page is a collection of links with little context

• Content not in sync with bp’s brand voice and design system

• The page still has 3 columns but added more white/negative space for a cleaner look.

• Turned the website into a course experience:
• Homepage as the opener
• Separate pages for each module
• “Up next” section for next module
• Supplemental resources like tip sheets and relevant links in the sidebar for improved visibility and access (usability)

• Added module-specific ‘Assignments’ and generic ‘Share feedback’ CTA in every module.
• Chose to cue people to focus on the ‘sufficiency’ and ‘helpfulness’ of the training material for feedback.

• Added videos for more visual learners and follow-along instructions (no need to switch between screens)
• Context with every module and info on what each video contains

• Accordions housed only a single link

• No clarity on ‘when’ a said sprint happened

• Sharing sprint updates was discontinued but the page was still live on the website (redundant).

• Replaced the ‘tech release’ with ‘CX releases’ as the company was now more focused on the CX initiatives → Newsletter section, updated monthly

• Added relevant links in a bar for easy access with icons hinting at the destination or result of clicking.

• Website assets were scattered throughout different folders, intermixed with work-in-progress, outdated and duplicate documents that also showed up when people searched for them on the website, causing confusion and frustration.

• Moved website assets to a separate central folder for easy access

• Consolidated other training materials and documents based on their relevance, last update and instances present (followed MEDAM: Move, Edit/Update, Delete, Archive, Merge).

• Updated documents to reflect new site structure and document links

Phase 3

• Developed a communication strategy for updating internal teams and customers

• Offered SharePoint security training to content owners and reset permissions applying the least-privilege access model

• Transferred ownership and established a content review cycle for future maintenance

Challenges

• The sensitivity of the information and bp’s regulatory guidelines allowed me only a limited access to user survey responses.

• Stakeholder bandwidth limitations delayed capturing full business requirements (Phase 1).

• Technical constraints with SharePoint limited my redesign options (I’m not a coder).

• Dwindling stakeholder support led to project prioritisation issues despite it being a sprint item.

• Content owner turnover due to internal organisation restructuring created handover challenges.

• Resistance to change from new content owners and stakeholders.

Impact

• 70% of the surveyed users found the new website more intuitive and usable.

• Increased website traffic and content consumption.

• Fewer follow-up questions for the Salesforce training crew and customer support.

What could have been done better

• Blocked dedicated time for the project to avoid prioritisation issues.

• Established content guidelines for tip sheet consistency (appearance, structure, tone).

• Advocated for a top-down content governance mandate for long-term success.

Appendix

Stakeholder interview questions

Action plan

Instances

Duplicacy tracker

Potential setbacks & mitigation plan

UX Audit

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