Entergy wanted to move away from a Legacy system into a robust enterprise CRM that could streamline operations and elevate the customer experience and engage and empower customers along their energy journeys. Designing engagements on the Salesforce Experience Cloud, Service Cloud, and Marketing Cloud.
This 3-year project covered a wide range of business processes, departments, and an array of end users. Moving from a legacy system, the design needed to be extremely intuitive, with a focus to cut down on training. We needed to create a 360 experience between agents and consumers.
Because of the time constraints, I suggested that we needed to invoke a Salesforce design and development process pipeline that everyone on every team needed to get on board with, with no exceptions. I received buy-in from internal teams as well as from the client stakeholders
Since we were not going to have time to design low-fidelity UX designs, I took photos of whiteboards from the workshops and other meetings along with the BAs, who were supportive by adding MS Paint drawings in feature user stories. I was able to create the UI Visual Designs that you see samples of here.
We started by creating and getting sign-off on a Style Guide & UI Framework to use throughout the entire project. This style guide helped me expedite my designs to the point that I never missed a deadline.
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