Salesforce Customer 360 Solution Finder

Strategy / UX / Digital Experience Design

project information

The Salesforce Customer 360 (C360) Solution Finder is an interactive quiz that helps users find which Salesforce products best suit their business goals. With almost 90% of users feeling confused upon receiving their C360 Solution results, we were asked to make recommendations that would better explain the product, benefits, and what the results mean to users. I worked hand-in-hand with the UX team to observe user behavior, create new user flows and informational layouts, and test these potential solutions. Through research, concept sketching, and user interviews, we were able to deliver a recommendation that addressed user wants (and needs) to present information in a digestible, relatable manner.

We started by creating a research plan, which included a user interview outline and themes to consider.

Initial findings showed a few different problem areas on the current results page, as seen below. Overall, users were not able to connect the dots between the solution offered, what it does, and how it can help them.

Based on user testing of the current experience, we came up with three approaches to fix what was lacking. Two approaches were add-on features that would dive deeper into products and use cases, and one considered reworking the introductory page of the experience to set expectations with an overarching explanation.

Upon testing our sketches, we found that while users appreciated the added context, they felt it was still too much information. We realized that they truly liked the idea of the solution finder experience, but wished it was shorter, clearer, and more custom.

With that in mind, we recommended a redesign of the results page entirely. The redesign included information architecture, visual design, more custom interactions, and concise copywriting. Below you will see the recommended approach to this redesign.