Overview
As part of a design team, I led the UX strategy and execution for a Salesforce application designed to meet the needs of internal and external wholesalers in a financial company. This application was intended to streamline workflows, improve accessibility, and enhance productivity for both mobile and desktop users.
Key Users & Research Process
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External Wholesalers
- Role: On-site representatives preparing for and attending client meetings.
- Research Methods:
- Conducted ride-along sessions to observe their workflows in real-life scenarios.
- Conducted a series of user interviews to understand their pain points, requirements, and day-to-day challenges.
- Findings:
- Need to access previous business day sales, pending business, today’s events, and recently viewed items quickly on mobile.
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Internal Wholesalers
- Role: Office-based support team assisting external wholesalers.
- Research Methods:
- Interviews with internal wholesalers to identify their requirements.
- Findings:
- Prioritized accessing client contact information, sales details, pre-meeting information, post-meeting notes, and the ability to collaborate effectively with external wholesalers.
UX Design Process
- Requirements Gathering
Created a prioritized list of user requirements for both mobile and desktop.Focused on scalability and accessibility, ensuring designs would accommodate future needs. -
Card Sorting
- Conducted card sorting sessions with users to categorize and prioritize content.
- Resulted in the logical grouping of features for easy navigation, such as “Daily Overview” and “Meeting Prep.”
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Journey Mapping
- Developed journey maps to visualize the workflows of external and internal wholesalers.
- Highlighted pain points, moments of delight, and opportunities to streamline their processes.
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Wireframes & Prototyping
- Designed low-fidelity wireframes to validate initial layouts and flows.
- Created interactive prototypes to test usability with stakeholders and end-users.
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High-Fidelity Mockups
- Designed high-fidelity mockups using Salesforce Lightning Design System (SLDS) to ensure consistency in design.
- Incorporated accessibility checks, such as contrast ratios and keyboard navigation, to meet WCAG standards.
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Iterative Testing & Feedback
- Conducted usability testing with both internal and external wholesalers.
- Iterated on designs based on feedback to ensure user needs were met effectively.
Example Wireframes
Here’s a quick description of the wireframes I’ll include:
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- Mobile Wireframe for External Wholesalers:
- Dashboard with sections for previous business day sales, pending business, today’s events, and recent items.
- Desktop Wireframe for Internal Wholesalers:
- Dashboard featuring client contact details, sales information, pre-meeting notes, and post-meeting outcomes.
I’ll create sketches for these wireframes next.
Here is the sketch of the wireframes showcasing the Salesforce application for both mobile and desktop users. Let me know if you’d like to refine or elaborate on any of the designs! - Mobile Wireframe for External Wholesalers: