Salesforce

Developing a seamless website for users to easily understand Salesforce products and creating a website template that can be replicated across all Salesforce products.

WHAT IS SALESFORCE?

Salesforce is a Customer Relationship Management solution.

There are a total of 13 products (including Slack)
Each of these products has its own website with a team focused on designing the entire website.
The teams don’t have UX Designers, there is a general template for teams to follow but no specific guidelines.
It’s the wild west.

Goals

Improve user experience of the core product website.
Create a template of an overview page to be replicated across website.
Help create a more seamless hand-off of assets for future site.
Facilitate a culture of collaboration and iteration across multifunctional teams.

Challenge

Lack of consistency across the website specifically IA.
Improve conversion rates on Sales Cloud Overview Page
Bringing current problems to future site designs

My Role as the UX Researcher

I was the Lead UX Research for this project. Some of the methodologies for research were predetermined before I was brought on, however as the project progressed so did the research requirements.

I helped the team refine a research process that could be iterated across our different products on the website.
I connected the current site and future site teams when research insights became relevant.

Research Involvement

Timeline

Outcomes

We all loved the deep collaboration this project created and all the new supporters it generated for our work.
Our team presented these findings and processes to our VP’s to show the value of this process and what it accomplished for the Sales Cloud team.

Increase in conversion rates and form completes

Just before I left the team we were working on implementing the process on one of our more complex products the Platform Overview Page. The team had just begun the Journey Mapping workshops.