UX: Deal management (Salesforce system)

Timeframe: 6 months

Objective

This project focused around delivering the next generation of deal management through establishing a UX-driven Salesforce implementation. The objectives for this focused around the additional reporting and deal management opportunities from implementing a Salesforce tool as well as utilising a UX approach to build out a new deal lifecycle which could be transparently managed. This was a global product implementation across 4 different main regions (Australia / New Zealand, US, Europe and Asia) which involved travelling from Australia to the US and the UK to capture user requirements. I led the UX for the new Salesforce tool, learning Salesforce tooling and the Lightning Design System to create UX customisations in line with requirements.

Approach

This project required understanding complex deal processes across different teams focusing on different deal types and industries. There was therefore a large discovery part of the project, focusing on gathering and validating user and business requirements. My work included:

• Co-leading design thinking workshops focusing on understanding different user roles and their as-is deal experience

• Documenting and validating user and business requirements

• Working with technical architects and analysts to establish data models and understand constraints on the product experience

• Showcasing discovery learnings and future experience maps

Following discovery, my work then focused on translating user requirements into product experience. This included:

• Conceptualising the experience and leading user interviews to validate concepts

• Creating wireframes for the different deal lifecycle tasks and performing user testing

• Creating paper prototypes for the dashboard experiences and performing user testing where participants could build their own dashboard

• Translating wireframes into UI designs, using the Lightning Design System to create custom component designs