About: Manywho is an application builder. It was recently acquired by Dell. Visit manywho.com for more information.
Project Scope: The goal of the project was to streamline the experience and solve roadblocks. People would have to stop mid-stream because some value was not created. I needed to find a simple park, split task flow and resume pattern we can adopt. Along the way, I had the opportunity to create a more robust landing experience, inject needed user feedback, and round the application with needed components. Fortunately, I had the opportunity to take the project through the design process from market research, user interviews, document and share experience challenges with the team, concept design solutions and tackle the detail visual design layer.
Screen: One of the challenges of the project was to find a simple way for people to create a rule. A rule would trigger certain actions. The solution was to create a smart authoring panel that would dim on/off elements that can be dropped at the specific step of the rule create flow.
The goal of this project was to create vision the call center agent experience. In the old experience, when a customer called with a ticket order issue, an agent would jump from page to page and mentally stitch a picture of the customer and the order. It was fragmented system of records. The design proposal presented one integrated experience. A vision thats paints a picture of the customer with one living page. If an agent needs more details, we push the information into the view. In the end, all the metrics improved with the redesign and value was quickly realized.
What: Stubhub field service facilitates the exchange of tickets at events. Sellers drop tickets, agents package orders and buyers pick tickets.
Challenge: The current team pop-up configuration required a complicated set of desktop tools configured with power and wired connections. The challenge was to research the need and propose a more streamlined experience that is simpler and faster.
Solution: One of the key features designed was a smart action bar. Select one item and the action bar activates. Add to the selection and the available actions update. Some actions can be applied to multiple orders. The action bar is smart enough to automatically adjust to what is selected.
More info:Video of the Prototype
About: Monj is a skilling application. Monj is sold as a work perk. Please have a look at Monj.com for the latest.
My Role: The challenge was to design an application that was fun, flexible and guided. On this project, I helped assemble the dev team, create the investor deck, help the team define and focus on specific personas, design the overall application architecture, design the details, help guide and mentor a few internal designers, usability test the experience and get a beta launched. This was a 3 months project running at 3 days a week. A few of the experience artifacts can be found on here: Monj Project
About: Tout manages video publishing across 2,800 websites. The application seamlessly runs in the background matching video, articles and ads. The challenge was a complete revamp of the publisher partner application experience.
Highlight: At times, we need the publisher to approve a video. A landing experience was created that would highlight tasks, show the value of Tout and expose new opportunities. More information can be found here: Tout Project
About: Multipop transforms video by adding interactive content. Within minutes, people add e-commerce, create advertising opportunities, and engage user with in-depth product info. More information can be found here: Multipop Project
More about this project: RedTricycle UX Design
Salesforce Service Cloud Agent Console was sold as box of parts. My goal when I took on leading the Service Cloud UX team was to establish Salesforce as an experience leader in Customer Service. We had leadership in technology, we just needed to push forward a best practice experience vision. My first task was to convince the team and executives that we need to do this. I created this Deck to shed delight around the issue. Fortunately, we pulled it off. I funded resources to the goal, pulled researchers and designers out of scrum and we collectively designed a best practice call center agent experience. We were fortunate to receive several UX specific patents around the project.
A question and answer application that is integrated with customer service. One challenge was to design a robust answer thread that maintained chronology and allowed for private case conversations.
Problem: Each Salesforce application screen had a barrage of options to deal with user assistance and help. We had a link to docs, another to FAQ and a separate link to communities. We also had solutions in video and blogs that cannot easily be reached. The best answer could be in communities, but we had no way to bring all together in one coherent help engagement interface. People had to pogo around all the possible channels to find a possible fix to an issue.
Solution: The screen above is a module that solves help. It starts with a unified search that taps all channels. It is followed by an ability to switch ON/OFF inline assistance. It also includes a way to identify company admins, usually the first level of informal support. We also include a module that prompts and rewards users that help others. The last item on the screen tracks any existing support cases a user might have open. We now have one link on each application screen that opens a unified help experience. On larger screens, the help module works inline within your application screen. The goal is to keep the user in context. The long term vision of the module was to bring the actual text of the help articles into the side module so people can read help instructions as they view application screens.
I designed and tested multiple prototypes to discover what users most wanted from the tablet experience. During the process, I developed a jquery plugin that enables quick changes to prototypes.
The design takes a different approach to the very long list view of contacts. It begins to show who are the executives, decision makers and influencers within an organization. If reporting relationship exist, we begin to show it. The goal of this design is to help the salesperson quickly understand who they should focus on. This was part of a larger effort to rethink how should an account page function.