Support Case Management for a Global Automaker & Local Dealerships
Impact
I led the UX design track for a large case management digital transformation effort:
18+ participants in multiple design thinking workshops over 6 months
2 local site visits to car dealerships, and 4 virtual visits
200+ wireframes and exploratory prototyping
5 user flows
40 dynamic forms
Reduction from 6 to 3 technologies to support case management
Custom VIN lookup component designed for dealerships in Omnistudio
“Easy, simple, cool, straightforward and user-friendly. Major step up from the current set up.”
Context & Challenge
The client was integrating 12+ aging technology systems, simplifying multiple business processes, and consolidating it all into 5 primary case management flows for their respective business units.
Solution
Design a simplified case management experience using Salesforce Experience Cloud, Salesforce AutoCloud, and Omnistudio using Omniscript for car dealership locations.
We were unable to get access to a dev org for their existing environment, a data export, or any kind of documentation. So as a means of getting insight, we designed flows and form mockups, presented to the business stakeholders for socialization.
Scenarios & User Flows
Design Thinking Workshop: Feedback Gathering
As part of the digital transformation effort, the design thinking workshop had two goals:
Educate the client on working in a different way, and
Gather feedback to serve as inputs for iteration on the proposed flows and forms.
Case Management Home
Given that the client was not doing any front-end development or CSS styling, we chose keep the design process to black and white wireframes. This allowed us to keep the conversation around shaping the interactions and incorporating the business processes into the experience.
Plan on a Page
We created this project plan artifact in Mural to illustrate to the client where we were and where we’d like to go for the project overall. There were many moving parts to this project so clearly communicating status and expectations was critical.
Dynamic Forms
Salesforce Experience Cloud had not yet supported dynamic forms at the time, so we had to create forms with various logic in order to support the requirements of the internal business processes. As a workaround, we chose to build these forms in Omnistudio using Omniscript. Below are each of the case types and the possible permutations driven by validation rules and Flow.
Parts Inquiry
Connected Services
Warranty
Customer Relations
Campaign Inquiry
“Parts Inquiry” Dynamic Forms
“Connected Services” Dynamic Forms
“Warranty” Dynamic Forms
“Customer Relations” Dynamic Forms
Customer Relations Dynamic Forms
“Campaign Inquiry” Dynamic Forms
Designed a Custom Omnistudio component for SLDS administrative view of the AutoCloud platform.
Before
Moving from PeopleSoft using screens that were based on original main frame screens and fields.
After
We proposed a more refined interface, that would reduce the display of unnecessary information. However, given project and budget constraints, more refined and contextual UI was rejected in favor of reducing development and configuration costs and time.