Intelligent Sales Cloud

My Role

Design Leader

Collaborate with stakeholders to identify OKR & product roadmap

Represent design to leadership during various reviews and communicate feedback/information with the team

Set the design vision
Lead design direction & execution of end-to-end user experience (design team included 1 ux designer and 1 visual designer)
Collaborate & align with cross-functional team leads (e.g. service cloud stakeholders for common objects)

Business Goal

Build and Deliver Machine Leaning solution that provides Deal Recommendations and Account Recommendations for actionable next steps in a convenient manner.

Approach

I created a structured plan involving stakeholders early on & getting inputs frequently.

Define

Understanding business goals, User goals, Competitors

User Goals

Get quick insights in the best way to close deal by seeing a guidance from peers or similar past deals
Get to know what the next steps should be and having the resources available (collateral, contacts, product recommendations etc) to move forward
Automation in CRM
Focus on ensuring next steps to get closer to closing the deal, including adding the right contacts, providing relevant collateral, and setting up follow up meetings or calls. Hitting their numbers.

Personas

Designs

Homepage

Journey Map

Concept Design

We conducted brainstorming sessions with team members (Designers, Product Manager, Developers etc. ) to identify scenarios, map out information architecture to create concepts such as Side Panel in OWL, Side panel in Object page, Pre-filled form fields and popovers, KPI in object header and popover, Ranking in the list and contextual suggestion.

Below is an example of Side panel in OWL

Opportunity Insights:

In Sales Opportunity OWL, predictions help to improve win rates and achieve quota targets by focusing on deals with high propensity of closing.

Sales managers leverage machine learning insights and recommendations to coach representatives on prioritization and closing deals.

Ticket Insights:

In Service ticket OWL, predictions in the side panel provide a high-level insight to the ticket detail.

Quick Create:

ML suggestions in Quick Create can help user fill in the data quickly and minimize number of clicks.

Detailed Design

After designing for all the scenarios we came up with the key screens for the first release.

Opportunity Details

Demo Video

We created the demo video for our customers for SAP's annual event Saphhire.