Salesforce Engage Mobile App

My Role

Research, Wireframes, Flowcharts • UI/UX Design, Prototypes, Usability Test

Challenges + Learnings

A few months after we introduced Salesforce Engage, we found out that our design systems team was launching the Salesforce Lightning Design System to maintain consistency across all Salesforce experiences. It was my first time working with a design system, so I met with a colleague who gave me a thorough introduction. Then, I started updating our app. However, since the existing design system didn't cover all our needs, I collaborated with the systems team to add new components, like the Activity feature, to their library.

 
 

CASE STUDY

What does the Salesforce Engage app do?

The Salesforce Engage mobile app empowers sales representatives to conduct sales activities regardless of their location, whether they're in the office or on the go. Reps can respond at the moment of engagement and add leads to nurture campaigns from their mobile device.

Salesforce Engage offers the following benefits:

  • Access to real-time Engage Alerts

  • Ability to add leads to relevant nurture campaigns and monitor engagement closely

  • Call and email features accessible within the app

 
 

Starting with The Problem

As our tool's functionality expanded, we recognized a pressing need to address the challenge of serving our customer base effectively, particularly as a significant portion of their work involves being on the road, away from their computers. This posed a problem as our existing platform primarily catered to desktop users, leaving our on-the-go customers without adequate support or access to essential features while they were away from their desks.

 

Who is the user?

The Salesforce Engage app is primarily designed for the convenience of sales representatives who are often on the move, whether they're out to lunch, tackling tasks first thing in the morning, or engaging in business conversations during evening dinners. However, its flexible design and accessibility make it suitable for usage across various scenarios and environments, whenever and wherever needed.

 
 

Research + Methodology

 

A quote from the research sessions:

“This app is a game-changer for me. I don’t always have quick access to my laptop, so having this information on the go is incredibly valuable.”

We worked closely with our team, gathering feedback on our wireframes and designs through multiple rounds of collaboration. Afterward, we put our designs in front of customers to make sure they were on the right track.

  1. Moderated research:

    • Twelve participants took part in sessions.

    • Task: We presented a few concepts for the app

    • Objective: To validate the app and gauge level of interest.

    • Results: With some minor tweaks we knew that were heading in the right direction.

 
 
 

Salesforce Engage App

The updated design features a cleaner look, adopting a column layout for enhanced clarity. We've introduced extensive customization options to our Alerts feature, enabling sales teams to receive only the data pertinent to their needs, eliminating unnecessary information overload.