SALESFORCE CRM MIGRATION
High Fidelity Case Page + Active Chat Mockup
Understanding The Case Life Cycle
A tech support Case begins with a Customer issue and finds its way to a Tech Support Agent.
That Agent will then utilize a CRM to create a new Case to document the current issue as well as look up any previous data related to the Customer and Product.
Reducing Swivel
A top priority when migrating to Salesforce was to create a "single pane of glass" for the Agents to access and interact with all of the data necessary to successfully monitor and care for a Case throughout its lifecycle.
This was accomplished by integrating data from systems that previously required a swivel seat, auto-populating fields where possible, and creating an intuitive interface that provided robust information without overwhelming the screen with data.
Information Architecture
Ensuring that there was nothing 'lost' in the migration was a huge undertaking of evaluating the legacy system for every data point on every page. The transformation wasn't purely a lift-and-shift though, after documenting each piece of data available, we created information architecture sorting test for users. We were able to properly categorize, relabel, and prioritize each type of data with a high degree of confidence. When that research was translated into interface wireframes, the designs were once again tested with users to ensure the new system met their needs and optimized their workflows.
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PROJECT DESCRIPTION
Dell's tech support organization underwent a massive CRM platform transformation from their home-grown system to Salesforce Lightning. Dell had outgrown several of the previous iterations of CRM platforms so it was critical that this new platform be scalable and as non-customized as possible to allow for the benefits of auto-updates that SASS brings. Non-customized SASS may sound initially like there is no room for UX but in fact it's not all that different to implementing UX practices within any other established design library.
GOALS
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Translate core functionality from legacy CRM into new platform
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Keep designs within the out-of-the-box functionality of Salesforce
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Streamlining and optimizing business processes, avoid lift-and-shift from legacy system
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Eliminate the need for swivel seating
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Let the system do the heavy lifting - automate and auto-populate wherever possible
MY ROLE
I was one of the first two Designers to begin work on this project, the scope of which expanded our team to nearly a dozen Designers within the first year. As our end users were internal employees, this allowed us access to direct feedback and research that typical projects don't have the benefit of. In order to design within the limitations of the system in the most effective way we spent countless hours shadowing end users (tech support agents) locally, remotely, and even traveling internationally to get a thorough understanding of our users' needs and processes. Research was non-stop during this two year project, during design iterations we even held users 'Lunch & Learn' sessions to demo new concepts and get direct feedback from end users on a day to day basis.
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