V2MOM - Salesforce
PROJECT SUMMARY

Role
UXD

Project Type
Salesforce hired me to help as a UX designer with the current V2MOM solution, an enterprise-level application on platform Org62, and to support the future vision for V2MOM. I collaborated closely with a researcher, a UX engineer, a project manager, and developers to ensure the project’s success.

Client Impact Metrics
As a UX Designer on the V2MOM project for Salesforce, I played a pivotal role in driving strategic decision-making by conducting in-depth research, SWOT analysis, and developing an effort/impact matrix to guide the business in choosing between a Salesforce redesign or a migration to Workday. My contributions helped identify the most cost-effective and usable solution, optimizing resource allocation and reducing potential future redesign costs. Additionally, I enhanced the V2MOM application’s functionality and user experience by designing an inline GPT solution using Salesforce Einstein, making the application more adaptable and improving user satisfaction within this enterprise environment.

Project Overview
The project at Salesforce involved working on the V2MOM solution, an enterprise-level application on platform Org62. My initial role was to assist the production team with design tasks and help the researcher compile the research piece. In the first phase, I collaborated with the production team and researcher to gather and organize data. In the second phase, I conducted in-depth research based on initial findings, and the teams evaluated two ideas: a complete redesign using the Salesforce platform or switching to Workday. I worked with the UX engineer on a Proof of Concept (POC) redesign. After the POC, we contrasted both options to help the business decide the best route, conducted a SWOT analysis, and performed additional research for an effort/impact matrix and scorecard prioritization to determine the most cost-efficient and usable solution. Additionally, in the old design for V2MOM, we designed a GPT inline solution using Salesforce Einstein, enhancing the application’s functionality and user experience.

Methodology

DISCOVERY PHASE

• User Interviews and Usability Testing: Conducted interviews and usability tests on the current V2MOM version based on Org62.

  IDEATE & DESIGN PHASE

• Solution Development: The UX engineer developed a future solution on a new platform, while I worked on a solution based on Workday.

• Architecture Mapping: Mapped the existing architecture, created flowcharts, and developed hypotheses for new architecture. Both solutions were built and represented using detailed flowcharts.

TESTING PHASE

• Usability Testing and Prioritization: Conducted usability testing on both POCs, performed prioritization through user interviews.

• Research: Collected a list of business needs and user needs.

• Analysis: Created a priorities table by interpolating business and user needs, developed an effort matrix for development, assessed opportunity feasibility, and linked user comments with emotional journey tasks.

• Additional Research: Conducted a SWOT analysis.

• Deliverables and Final Testing: Implemented changes to the selected solution, prepared for another round of usability testing including UMUX-Lite and SUS.

This structured approach ensured a thorough understanding of user needs, leading to well-informed design decisions and continuous improvement through iterative testing.

Goals

• Improve User Navigation and Accessibility: Simplify the navigation and ensure all critical information is easily accessible to enhance user experience and satisfaction.

• Increase User Empowerment and Feature Availability: Integrate missing features and design the application to give users more control and influence over their interactions and tasks.

• Enhance User Involvement: Increase user interaction and involvement throughout the design process to ensure a user-centered approach, addressing the issue of the project being primarily business-driven.

• Find an Optimal Solution: Identify and implement the best solution that accommodates the business need for cost-efficiency while meeting all requirements and being user-approved and user-driven.

Key Findings

• Users found the application unintuitive and complex to navigate.

• Missing features were noted, causing frustration.

• Important information was hidden and not easily accessible.

• Users felt a lack of empowerment within the application.

  List of Needs Mentioned:

• Log Journal: Users requested a feature to log and track activities and changes.

• Improved Progress Bar: A more informative progress bar to track task completion.

• Integration with GUS: Linking the application to GUS for seamless workflow integration.

• Tool Integration: Integration with tools like Quip and Google Docs for better collaboration.

• Comments Feature: Ability to add comments within the application for better communication.

• Automation: Users needed more automation features to streamline repetitive tasks.

• Editing Tool: Enhanced editing capabilities for user-generated content.

• Dashboard for Management: A dashboard feature tailored for upper-level management to monitor progress and metrics.

• Improved Information Architecture (IA): Better organization and structuring of information to improve usability.

• Alert System: An alert system to notify users of important updates and tasks.

• Layout Customization: Customizable layouts to cater to different user preferences and needs.

Key Solutions

• Continue Investing in Research:

  • User Feedback: Regularly gather user feedback through interviews, surveys, and usability testing.

  • Usability Testing: Continuously conduct usability tests to identify improvements and validate design changes.

• Design and Iterate Solutions:

  • Iterative Design: Refine solutions based on user feedback and testing results.

  • Prototyping: Develop and test prototypes to explore new features before full implementation.

• Specific Solutions for User Needs:

  • Log Journal: Implement a feature to track activities and changes.

  • Progress Bar: Design a more informative progress bar.

  • GUS Integration: Enable seamless workflow with GUS.

  • Tool Integration: Integrate with Quip and Google Docs for better collaboration.

  • Comments Feature: Allow users to add comments within the application.

  • Automation: Introduce features to automate repetitive tasks.

  • Editing Tool: Develop advanced editing capabilities.

  • Management Dashboard: Create a dashboard for upper-level management to monitor progress.

  • Improved IA: Redesign information architecture for better organization.

  • Alert System: Implement notifications for important updates.

  • Layout Customization: Allow customizable layouts to suit user preferences.

These solutions address key user pain points and improve the overall user experience by focusing on usability, efficiency, and personalization.