How PolSource Does User Experience Design
Great user experiences don’t just happen.
At PolSource, we recommend including user experience design in most implementations–in order to provide exceptional experiences for your end customers, your salespeople, your agents, your marketing staff, and your operations team. We employ a group of User Experience (UX) designers who have experience with both Salesforce as a product and various Customer Relationship Management (CRM) use cases–whether that be service agent experiences, sales cycles, marketing journeys, customer self-service, or many others.
In a previous post, my colleague Adam Landau talked about why UX should be a part of your Salesforce implementation project. He demonstrated how investments in UX ultimately save money in the long run.
In this post, I will outline the steps that PolSource takes to guide our customers through user experience design.
The basic premise of UX Design is to strive to make design decisions based on facts, rather than on beliefs held by engineers or designers. Inviting end-users (User First Design) to the process of creating a product broadens the mind of the designer, allowing him or her to discover phenomena and problems that would normally be omitted.
Investing in UX experts allows you to better understand the current processes and personas, friction points, triggers and jobs to be done. User research can be conducted through user interviews, shadowing, focus groups, desk research, and ethnographic studies. It provides an essential foundation for the development of design strategy. It also helps to create an optimal product which bridges the gap between user needs and business requirements. Cooperation during the pre-sales and implementation process provides the possibility to reduce confusion, automate user flows, limit training needs and more.
Digital Transformation can be costly. It is best to make informed and feedback-based choices ahead of the actual implementation. Workshops are the perfect opportunity for the initial validation of the product as a whole and of each of its elements.
Users are the experts in their respective disciplines. This is why conducting the UX Design Workshop with various users gives the possibility to collate different perspectives in the company, consult and receive feedback from subject matter experts, generate new ideas and make adjustments to existing propositions. UX Design Workshop Facilitators gather knowledge about user flows and challenges that will help inform the scoping requirements and ensure that User First Design approach is being followed.
A static mockup gives a good idea of how the final product will look and a rough idea of how it might function (even if the functions aren’t working yet). Well-designed mockups based on Salesforce Lightning Design System are an excellent start for the project team. High-fidelity prototypes reduce the cost of production, giving an opportunity to fix labels, hints, spacing, errors, brand jargon and validation needs. With the help of Salesforce tools such as Sketch or Figma, UX Design experts can show stakeholders/users how the final product will improve their experience. Because mockups are realistic (from low-fidelity to high-fidelity), they are effectively used as communication devices; they facilitate feedback from the user, analyse conversations with the stakeholders, and generate ideas between the designers and developers to meet business requirements and user needs.
People usually remember their first experiences for a long time–their first kiss, first day of school, or first time riding a bike. Even after one experience, we often simply judge something as “good” or “bad”. The same is true of our first experiences with software.
Using clickable high-fidelity prototypes we bridge the gap between static mockups and implementation, giving users a chance to try the product before we’ve made too much investment. Using tools such as InVision we can show product benefits and possibilities, but also find bugs and validation needs at the early stage of the project. The most important thing is that they simulate user experience through a response to human actions (clicks, taps, selection, and navigation).
PolSource strives to innovate in every phase of a project. We develop software with an agile approach with continuous learning and improvement. We ensure that developers, testers, and UX designers work together. Our UX designers understand the product vision, requirements and user needs. This allows us to change the design according to new technical requirements and issues. Our UX Designers stay 2-3 sprints ahead of our developers. Developers have access to the UX Designer throughout the project to consult them about any questions or concerns. Moreover, the UX Designer will review the implementation regularly with an eye toward great usability.
We, at PolSource, take User Experience seriously because we believe that it drives excellent solutions for our customers and their end customers. Our approach was built to be lean and to work within our PolSource OneSource project methodology.
I would love to connect with you about your Salesforce projects and how to incorporate User Experience design into your next project.