Slack Integration
Role
Product Designer
Industry
Cloud-based CRM
Platform
Salesforce
Tools
Figma
By starting with human insight, discovering their needs, challenges, and desired outcomes - we quickly uncover what’s most desirable. But that only one lens through with we look at our solutions.
Once we’ve determined a range of solutions that could appeal to the end-user, we then hone in on what is technically feasible, and ensure our solutions is valuable for business.
Before unveiling the prototype of our future state, we embarked on a series of interviews with 15 users. Our aim was clear: to assess usability and effectiveness. We delved into the daily lives and tasks of our users, pinpointing pain points and inefficiencies. These interviews not only guided the design but also unearthed issues within the existing system, enriching our understanding.
From multiple inputs,
multiple solutions
To multiple inputs,
one alignment solution
During this process, which was geared towards enhancing the onboarding experience for new hires at Salesforce, my responsibility was to develop templates within the Miro App. These templates were designed to collect data for analysis, ultimately paving the way for the creation of wireframes for the future Sales People Force interface. Working in collaboration with my team members, we crafted a template that served as a guide for navigating the Miro board and informed users about what to expect during the research phase. Over the course of a week, we conducted user research sessions, hosting groups of 20 individuals each day. After collecting valuable data within the Miro App, we invested time in structuring and synthesizing the information provided by the users. In this context, it was absolutely critical to distinguish between our specific project needs and the input from the users, ensuring a clear understanding of their requirements and, ultimately, making the onboarding process at Salesforce more effective.
We organized the sticky notes into distinct colors, with each color corresponding to a specific role. We arranged the questions for the users into separate rows based on the assumptions we had about which challenges would be associated with each role or group of users. After completing our research, this made it easier to synthesize and structure the sticky notes according to their respective colors.
Once we wrapped up our research, we collected and synthesized all the information we had gathered from Miro. Then, we kicked off a new Miro board to create a journey map. This map was pretty cool – we stuck with the same color-coding system for each role, and we also added in the roles of a group of users and pinpointed their pain points.
What really mattered to us was understanding common threads among these user groups: their daily tasks, the processes they followed to get things done, any technical hurdles they faced, and what was missing in the system they were currently using. It was like trying to spot the similarities and differences in a bunch of interconnected stories, helping us figure out what they all had in common and what set them apart.
In our mission to enhance the onboarding process for new hires and address related inquiries from Slack, we strived for seamless integration. We aimed to ensure that any questions or issues arising during the onboarding journey could be effortlessly incorporated into the onboarding page.
Our focus extended to case views, which could be customized to present users with precisely the information they needed, eliminating any clutter that wasn't relevant. This adaptability was designed to streamline the experience.
The page layout was crafted to be dynamic, adjusting itself to the current status of the case. Buttons and fields would remain hidden until they were needed, reducing visual noise and complexity.
Furthermore, to further assist users in their tasks, we implemented a feature that provided article recommendations based on past cases with similar requirements. This way, users could access helpful resources and solutions that had proven effective in similar situations. It was all about making the process smoother, faster, and more intuitive for everyone involved
When undertaking this project, our primary objective was to reduce the number of clicks required for users to access the information they were seeking. We aimed to make it more user-friendly, ensuring that individuals wouldn't have to navigate away from their current page to find what they needed.
For instance, when dealing with a case, there often arises a need for additional context regarding the employee in question. With the introduction of Employee 360, we've made it possible for users to access relevant information about the employee seamlessly, all within a single view. This means they can stay focused on their current task without the hassle of clicking through multiple pages.
