Service Design: Salesforce Implementation
September 2021 - July 2022
Our goal was to replace the client’s outdated, manual systems—marked by inefficiencies and unreliable data—with a streamlined, accurate, and scalable solution to support long-term growth and operational success.
User Research
We began by gathering data through user interviews, job shadows, and surveys. This research deepened our empathy and understanding of user roles, guiding the vision to transform their experience during the Salesforce migration.
50+
Interviews
4
Days of job shadows
3
Departments covered
100+
Surveys Completed
Pain Points
After completing initial user research, we analyzed the data to identify common pain points from interviews and job shadows. We then prioritized the most frequently mentioned issues within each department and across the organization to formulate themes.
Top pain point themes identified across the organization:
No single pane of glass
Lack of standardized processes
Manual & repetitive tasks
Limited self-service options for customers
No single source of truth
Lack of system flexibility
Design Thinking Workshops
Over the course of the project, we facilitated three in-person design thinking workshops with users to co-create future visions for key business areas:
Initial Visioning (All Departments)
Customer Portal
Contract Operations
These sessions strengthened my skills in facilitating design thinking, guiding group discussions, and synthesizing insights into actionable outcomes.
Co-creation Sessions
We held weekly co-creation sessions with 10-20 client team members across experience levels and business areas. Using Mural, we collaborated virtually on activities including reviewing future-state journeys, paper prototyping, defining user needs, creating enablements, storyboarding, card sorting, and feature prioritization.
Wireframes
We leveraged insights from user research, workshops, and co-creation sessions to design wireframes aimed at transforming legacy systems into a centralized Salesforce platform. Using mostly out-of-the-box Salesforce features, we created wireframes for the new screens to be implemented.
Financing Application Intake
End User Portal
Customer Portal
Contrat Operations
Golden Threads
Originations
Billing & Invoicing
Contract Operations
One of our final deliverables was the “Golden Thread” for each department—a user journey visualized with a technical solution and aligned to user value. The Golden Thread brought the backlog to life and clarified the end-to-end vision. We delivered it as a digital prototype in Adobe XD and a printed version displayed in the client’s office.