A Tale of Two Frictions: Building Ethical Software Solutions by Challenging Tech's Obsession with Efficiency: The Case of Salesforce Nonprofit Fundraising Teams

Abstract

The enterprise technology ethos of efficiency biases corporate software development towards seamlessness. What happens when that ethos contradicts its clients' philosophies, needs, or goals? This case study presents a tale of two frictions. The first part chronicles our product team's dedication to streamlining our nonprofit client's organizational procedures and the unexpected challenges we encountered trying to achieve change. The second part describes my experience as a Latina researcher and how I used ethnographic research to smooth out internal process frictions, ultimately helping our teams find better solutions for our clients. This case study illustrates the productive and critical role that friction can play. It also provides frameworks and tools that empower researchers to challenge their teams and advocate for change within them.