Salesforce

Overview

After some early enhancement work on products for Work.com, I transitioned to research & discovery work to make Salesforce business apps easier to use. Eventually I was handed design enhancement work on Service Catalog, a self-service employee application that makes it easy to do things like request hardware, software and more.

Under the direction of a VP of UX, I worked as the sole designer in a squad of multiple stakeholders.

The Challenge

My challenge was to make user flows more efficient and add a strategic home screen that would make task completion quicker. The primary issue for MVP2 of Service Catalog was to add a targeted home screen to make it easier to reach request item detail pages as well as an update on various other application states (ie.  new empty state screens and toast notifications.

Goal

The goal was to increase the speed for employees to create ticketed requests and reduce checkout times.

Design process

My first conversations were with a senior product manager to understand the goals of the business and what had been accomplished up to that point. I also had early conversations with a lead engineer to wireframe early UI concepts and discuss technical constraints and considerations ahead of higher fidelity visual design work. This allowed me to understand some of the primary use cases and user flows of the existing application and identify areas of improvement and where to decrease friction.

The final design was pulled from two to three main concepts the team was able to agree to mid-project. There was some back and forth regarding a module that allowed users to complete an onboarding checklist before browsing for requests.

Results

The final screens below represent the work that was approved for redline specifications for the development team right before my contract expired. The consensus was the design effectively refreshed some of the more important aspects of the interface.