Mapped Customer Journey from 40 Interviews
Prioritization Based on Pain Point Concentration
Solution Principles, inspired by customer verbatims
Gather planning tools in a workspace
Cloud (product) specific configuration via a guided wizard
Understand products available and what still needs to be configured
In-app walkthroughs for end users become reusable learning modules
Task based search calls up actions like a command line
Take action on search results within the search page
See product specific performance and adoption metrics to understand how to optimize Salesforce for end users
ROLE
Design Lead, Program Manager
FOR
Salesforce
DATE
Fall-Winter 2019
TYPE
Service Design, Business Case, Vision
PROJECT OUTCOMES
Business Case, Customer Journey, Pain Point Discovery, Prioritized Next Steps, Design Principles
Time To Value as a phrase represents a big, hairy, audacious problem that no one group at Salesforce is tasked with owning. As part of a crack team of two, myself plus a researcher, we looked sideways across the business, across product team silos, and developed a business case and vision for fixing the amount of time that it takes for customers to get value out of our product. (Hence the phrase, “time to value”.)