Salesforce
Salesforce
LEAD DESIGNER • EINSTEIN BOTS • SERVICE CLOUD •
Welcome to the Salesforce section of my portfolio! I currently work as a dedicated UX Design Lead at Salesforce Service Cloud. My focus revolves around enhancing agent experiences and refining setup and enablement functionalities.
Outside of my core work area, I have also been involved in establishing and running the Salesforce Setup Design Council. This group’s goal is to break down siloed thinking, streamlining and standardizing the setup experience for administrators, resulting in a more intuitive interface.
My journey at Salesforce encompasses significant contributions in many parts of the product like the Einstein Bot Builder, Slack (Bots integration), and Service Cloud Agent Console. I’ve taken the lead in designing projects like the Einstein Bot Intent Training Tool, dedicated to refining dialogues, eradicating ambiguity, and enhancing the AI model.
Salesforce Intent Recommendations Tool
Problem Statement:
The Salesforce bot, powered by trainable language models, faced a recurring issue where it struggled to differentiate between similar intents. This often resulted in the bot either producing errors or persistently asking users for clarifications, leading to frustration and abandonment of the experience. Our objective was to refine the bot’s understanding by minimizing ambiguous intents, thereby enhancing user satisfaction and engagement.
Approach and Process:
Our project embarked on a journey to refine bot interactions by closely examining the intricacies of bot conversations. Through data analytics, we identified patterns of confusion and misinterpretations, which were initially visualized in a basic format. These early visualizations, while crude, laid the groundwork for a more sophisticated tool aimed at empowering administrators. The focus was on enhancing these visualizations to represent complex data points related to each utterance in a more accessible and intuitive manner. This required a thoughtful approach to design, where clarity and user-friendliness were paramount.
The refinement process involved:
- Iterative Design: We adopted an iterative design process, allowing us to rapidly prototype, test, and refine our visualizations based on administrator feedback. This approach ensured that the tool evolved in direct response to user needs.
- Simplification of Data Presentation: A key challenge was simplifying the presentation of complex data. We worked on distilling essential information into easily digestible visuals that administrators could quickly interpret and act upon.
- User-Centered Design: Keeping the administrators at the heart of the design process, we ensured that the tool not only solved their technical needs but also offered a seamless and engaging user experience.
Solution:
The outcome of our efforts was the development of a comprehensive tool designed to enhance administrators’ capabilities in managing the bot’s language model. This tool builds upon our initial visualizations, incorporating advanced features that allow for an in-depth exploration of intents. Administrators can now effortlessly identify, analyze, and act upon ambiguous intents, thanks to an intuitive interface that facilitates the peeling back of layers in the bot’s understanding of user utterances.
My Involvement:
- User Research: Conducted interviews and surveys with administrators to understand their challenges and needs.
- Prototyping: Developed prototypes to explore different ways of visualizing data and presenting it to users.
- Usability Testing: Facilitated testing sessions to gather feedback on prototypes, focusing on the tool’s usability and effectiveness in identifying ambiguous intents.
- Visual Design: Led the visual design efforts to create a clear, intuitive interface that simplifies complex information.
- Collaboration: Worked closely with data scientists and product managers to ensure the tool met both technical requirements and user expectations.
If you’re interested in delving deeper into this project or have any specific questions, I’d be delighted to provide further insights and discuss its details. Please feel free to reach out to me directly.
Einstein Bots Modularity
The Einstein Bot Modular Templates revolutionized bot development by offering a streamlined approach. Prior to this tool admins had to create each dialog and action routing multiple times for multiple bots. This tool simplifies the repetitive tasks involved in bot creation by providing pre-built templates and components to administrators. This transforms the traditional bot-building process.
As the lead on the project, I was tasked with developing a user-friendly setup process, enabling administrators to effortlessly integrate new components into their bots and also create a reusable library of templates for others to leverage. This has notably accelerated bot development, freeing up administrators to focus on bot utilization rather than the building process, ultimately saving time and resources.
Contact me to learn more about this project.
Design At Salesforce
Working at Salesforce has been a great experience for me. I’ve had the chance to work with a talented team of designers who are passionate about what they do. At Salesforce, designers don’t just make things look good; they also play a key role in leading teams and working with business partners.
During my time here, I’ve really improved my skills. I’m better at explaining my design choices and telling stories. I’ve also learned a lot from participating in workshops and collaborative sessions. Even though I don’t have a managerial title, I’ve had the chance to lead. For example, I now run a monthly meeting focused on improving collaboration and making Salesforce Setup easier to use.
I’m thankful for the opportunities Salesforce has given me to grow. I’m excited about the possibility of taking on more of a leadership role while still helping shape our products.
