About
CloudX is a leading firm with deep expertise in implementing Salesforce Service Cloud solutions for enterprise clients.
Case Funnel
Read time: 8 min
Role: Sr. Product Designer
Tools used:
Business Goals
Design a solution that allows new enterprise clients to set up their customer case support funnels and migrate existing CRM data into their new Salesforce Environment easily.
Teams Involved
- Salesforce Architects
- Product Managers
- Development
- C-Suite Stakeholders
Current Problem
- CloudX Salesforce architects spend a significant amount of effort/time setting up Salesforce CRM environments with clients as part of their onboarding experience.
- Clients needed a way to identify and streamline their Salesforce CRM case tickets workflow.
As the sole designer for this project, I was in charge of working with a team to design a solution that allows Cloud X’s new enterprise clients to set up their Salesforce environment easily. The funnel builder is meant to assist Cloudx clients with CRM data migration into their new Salesforce Enviro so they can focus on creating customer case support funnels for their agents.
Some of the companies they work with are Twitter, Doordash, and Belkin to name a few.
The focus of CloudX’s clients was to consolidate their salesforce workflows to better enable their agents to solve customer tickets. An example would be using other CRM solutions like Zendesk in addition to Salesforce to handle customer case tickets.
User Personas
Each user was identified early on in the discovery process using a simple 10-question questionnaire and one on one interviews...in addition, I’d gathered information by sitting in on user onboarding sessions from our salesforce architects.
Problem Statements
Decision Matrix
Now that we understand the users and the problem, I wanted to gather input from the team in a series of collaborative work sessions to brainstorm how we can help our clients set up their salesforce environments easily.
This was a collaborative session between all of the stakeholders (PM’s, Salesforce Consultants/Architects, Development, CEO)
Task Flow Chart
I collaborated closely with PMs and Architects to identify how the funnel would be constructed. The task flow chart that you see to the right was created as a way to help our users integrate inbound support channels such as Webform, Email, and Chat(Phone).
Case Logic Flows
The core set of scenarios that CloudX focuses on with their clients was mapped out into 2 paths. These laid the groundwork for understanding the integration of inbound channels which resulted in the logic flow that the user would experience when creating their case funnels.
These funnels would then be used by the clients to identify their case ticketing funnel flow.
Examples:
Multi-touch
E-commerce - A returning customer of complaint on a product that would need to get mitigated and approved by multiple channels.
First touch
Electric scooter company - The customer forgot to end the ride and a simple overcharge of scooter usage would be returned.
Design System
While working on the projects with CloudX, I’d begun documenting components, styles, drop shadows, colors, typestyles, icons, and component states to keep consistent across the product suite. This of course leveraged strategies by Brad Frost’s Atomic design principles as well as other design systems used as inspiration.
Prototype
There were many iterations from lo-fi to hi-fi to get to this final prototype. Which included testing via maze to CloudX’s users (salesforce implementation specialists/admins).
Metrics
Recap
One of the biggest challenges was taking the time to understand the problem with limited resources. Although we did not have a large UX research team we did leverage testing tools (Maze) and ran mini-tests with small user groups internally. Overall, I’m proud that our team ensured that the system met the requirements of the architects and external client needs