Reimagine Lead Management Process

The product is built on Salesforce, a leading sales management platform. The client utilizes various Salesforce services, including Sales Cloud, Service Cloud, and Analytics Cloud. The product is used by the company's internal users and their partners, who handle sales and service for their customers.

This project addresses the issues our users were experiencing with lead management services in the product. These services are essential for handling new customer leads in the system and converting them into opportunities after confirming customer requirements.

Problem Statement

The current lead management process is complex, ambiguous, and lengthy. Discoverability was another significant issue in the current UI, as it was cluttered with data. There was no system-guided onboarding for new users, which resulted in a steep learning curve and ultimately impacted productivity.

My Role

Led end-to-end product design, research, validation and handoff.

Team

Cross-functional partnership between Design, Product, Engineering.

Timelines

3 Months

Our Design Process

Discover

Persona

Challenges Overcome

The business's problem statement was unclear, necessitating us to identify and clarify the issue before proceeding with the solution.

We scheduled several sessions with users from different teams, conducting group discussions to critique the current UI. These sessions included a business representative who could witness and validate the severity of the issues, ensuring they were prioritized for resolution.

The objective of this modification was to simplify the lead management process, affecting a significant number of users. It proved somewhat difficult to effectively communicate these changes to users.

The involvement of the corporate communication team was essential, but the UX team also played a crucial role. They created training materials and strategically planned the training schedule to ensure the communication reached the right people effectively.

Our top priority was to take a technically feasible approach due to the strict framework of Salesforce.

This was a tough challenge, and we overcame it by involving our development leaders in the design process. Once we reached a solution that was approved by the business, we presented it to the solution designers for a technical feasibility check. This approach helped us deliver a complete solution and avoid back-and-forth communication with the developers.

Design