Background & Challenge
Recently, I was working as a Designer on Elisa’s Business Customer Applications. These are Elisa’s internal CRM systems used to manage customer relationships. One of the main challenges in the CRM application has been that many of the views were not originally designed for the day-to-day tasks of customer service agents. As a result, users often had to switch back and forth between different views to complete a single task, making their work slower and more complex. The goal has been to create clearer workflows and reduce unnecessary navigation between views.
Design Process
My work was focused on improving the usability and clarity of Salesforce views. The process begins with remote workshops, where I work together with stakeholders to understand user needs, discuss different ideas, and build a shared understanding of the best solution. We have used Miro to plan and facilitate these workshops. In the Miro workshops the structure has been first facilitating post it tasks for the participants. The participants have had in their Miro boards screenshots of UI views needing redesign, and have had an opportunity to give feedback in different forms of post it -sticker commenting. After the sticky notes tasks there has been a review of the gathered feedback and then “open mic” discussion with the workshop participants about the results. As a facilitator I have been guiding the discussion, as well as taking notes about the discussion.
After the workshop phase, I have turned the agreed ideas into UI mockups using Salesforce’s standard Design System components. The goal has been to create interfaces that are easier to understand and more efficient to use while meeting both user and business needs.
Final Design
After the workshops, the designs were further developed in close collaboration with the Product Owner and subject matter experts. The designs went through several rounds of iteration before the final versions were completed. Finally, the completed designs were reviewed together with the same group of stakeholders who had participated in the earlier workshops.
