How to create a customer-facing app that can give customers insights into their Salesforce product usage in less than 3 weeks.
The Salesforce Customer Success Marketing team needed a promotional demo, a functional interactive prototype, and video of a customer-facing application using an internal beta version of the Customer Health Score Card application that had had no prior design input.
My role was to design a new customer-facing user experience that was more intuitive, easy to use, and could be used to market the upcoming tool to executives and customers in less than 3 weeks. The current experience was internal-facing only and built by the data team using Tableau software.
View Salesforce Customer Health Scorecard video showcasing vision to customers
View presentation by EVP at Company Kick-off (internal Salesforce employees only VPN required for access) New experience shown from 2:51 seconds
View project impact and outcomes
Incorporated the redesigned account information seamlessly into the left panel, enhancing user accessibility to assess the overall health score, products and service plan tier, as well as the assigned account team.
Introduced a new tab seamlessly incorporating the Customer Health Scorecard application into the existing prototype. This strategic addition ensures a consistent and aligned user experience with the project's overarching goals and desired outcomes.
Crafted a newly reorganized interface featuring collapsible accordions to enhance the breakdown of scores associated with key health indicators.
“The time you put into the mock definitely shows. I know we were mandated on this one to move fast, but thank you for translating all of the draft-y vision into a great mock that also gives us some wiggle room and doesn’t lock us into some new look or feel to the Help Overview experience.” Eric Marshall, Senior Manager, Help Experience
Led a cross-functional collaboration aimed at elevating the user experience and shaping the application's vision through the following steps:
Reviewed existing internal-facing experience and determined approach:
“I require a means to access comprehensive account health information related to my Salesforce products, covering aspects such as adoption, engagement, and performance. This is essential for identifying gaps and optimizing my investment effectively.”
Design a user-friendly interface that effectively communicates insights on Salesforce product adoption, engagement, and performance to customers. The aim is to deliver a health score derived from usage data, providing clear and accessible product metrics representation. This optimization will enhance customer engagement and understanding.
EVP, VPs, Product Managers, Directors, Designers, Art Directors, Customer Success data team, video team, demo team, C-Suite level Executives, and customers.
The existing solution, constructed in Tableau without adherence to UX strategy, guidance, or visual design practices, was intended solely for internal beta use. Addressing the following issues helped improve both the design and functionality before proceeding with the demo: