Five Reasons Why UX Design is Important…

Welcome to the second part of this brief series looking at the question of why UX design matters. In this instalment of the series, I will be taking a look at this question from the vantage point of the Admin and End Users of a Salesforce org.

Here are five reasons why I believe UX design matters to Admins and End Users.


Good UX Design Focuses on Users First and Technology Second

The users of any Salesforce org are the biggest assets to your business, and their experience matters. Users who feel valued and listened to will often input the best and most accurate data, along with providing the best service for your clients and customers. So value them, and you will see the benefits. Include them in the design process, ask for feedback and suggestions, your users will most certainly thank you in the end.


Good UX Design Allows You to Build Scalable and Effective Solutions

Salesforce is always evolving. Admins and End Users have to adjust to changes made through each new seasonal release. There are other tools that you might use such as Slack, Mulesoft and Tableau CRM. This means that the solutions we build need to be scalable and effective for the benefit of all. A good designer will aim to look for ways to continuously improve upon their solutions, keeping them up to date with current best practices and design principles.


Good UX Design Should Encourage Good and Positive User Adoption

It can be a challenge to get User Adoption to the place we want it. One of the biggest areas when it comes to User Adoption is security and permissions. It’s likely that users will be hesitant to fully buy-in to solutions if they don’t have access to what they need or have difficulties finding it. By soliciting feedback you can identify challenges with solutions and adjust them accordingly. When users feel valued and listened to, generally speaking the quality of work they do will be significantly higher. This will be reflected in your User Adoption and overall accuracy and performance.


Good UX Design Should Be an Extension of Your Brand

Making your solutions look and feel like your brand can lead to a feeling of familiarity. Your solutions should be an extension of your brand, when your users use them they should recognise the brand and feel like they are contributing to its success.


Good UX Design Leaves Room for Fresh Ideas and Action

A rule of thumb that is true is that there is always room for fresh ideas. New ideas help you to expand the impact of your work. They help you identify priorities to build upon and to make them more dynamic and user-friendly.


About Cloud Galacticos 

Cloud Galacticos is a Salesforce Consulting Partner with an all-star team. We are user and developer group leaders, bloggers, MVPs and all round Salesforce nerds. Our Salesforce consultancy has people all over the UK including Manchester, Leeds, Newcastle, Sheffield, and London.

So if you are looking for a Salesforce Gold partner with experience to help you make the most of your org, why not get in contact?

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Five reasons why UX is important for Salesforce customers

User experience (UX) in conjunction with related topics of design and design strategy, are extensive disciplines in their own right. Recently the benefits of effective user experience design are becoming apparent to multidisciplinary audiences in a Salesforce context. You may ask why is this important?

Here are five key reasons why we believe UX is important for Salesforce customers.


1. Your user’s are your biggest asset; you must consider their experience

Your system’s users are your biggest asset. Their experience matters. They are your internal customers. If you proactively engage with them, understand their needs, and co-design with them you will gain buy-in, motivation and trust. You can then work together to ensure that your system evolves as your organisation changes. 


2. Your user’s experience needs to be relevant

In an age where users encounter multiple systems throughout their working day the question of relevance is key.

Is your user’s system experience tailored to their functional or persona driven needs?

Can your users execute tasks that they need to complete and engage with the system in a logical and effective way?

If not, you may find that users become disengaged and that adoption, trust, and data integrity all suffer from an experience that is not focused and designed around their needs. 

It may feel efficient to operate a ‘one-size fits all’ approach but does this really reflect the depth and spectrum of your user’s needs? We would advise you to consider the different types of users working with your system, understand their needs, design for and with them. This will allow you to target improvements in a collaborative, relevant and structured way. 


3. User adoption matters

A system with poor user adoption will cause you problems. They might take a while to surface, but they will catch up with you eventually. It could mean that you are wasting money or do not see a valid return on investment for the cost of running the system. It could also mean that you have poor data integrity, resulting from the difficulty of inputting, managing, and governing your data. This will in turn mean that you have limited trust in the data and analytics output of the system.

If you have any customer facing elements of your system with low adoption you could suffer reputational damage from a poor experience. These hypothetical scenarios could all result from poor user adoption. So if you ignore poor system adoption, the resulting investment required in change management to improve this will significantly increase. You could find yourself facing an uphill battle.

The more that you understand and consider the different experiences of users working with your system, the better you will be able to design functionality, experiences and interfaces that will drive adoption.

A system that is well adopted leads to user engagement, provoking suggestions for improvement and discussion. It allows you to discuss these requests and to form a roadmap for development. Systems builds trust with your users as you design and deliver improvements that benefit them as individuals, as well as the organisation as a whole. It is mutually beneficial and it means that your system evolves and doesn’t become static. 


4. Salesforce could be an extension of your brand

Does your Salesforce system feel like a seamless extension of your brand or is it an example of a system with little consideration given to navigation, accessibility, branding and interface? You have an opportunity to make Salesforce a consistent and well thought out experience that shows users that you have carefully considered uniformity, professionalism and their experience.

What does the combination of your landing page, custom domain, themes, branding and in-app guidance say about you? Does it reflect the impression that you’re aiming for?


5. Focusing on User experience and Design Thinking enables you to innovate

In recognising the importance of your users and engaging in human-centred design you can create a platform to innovate and add value together. Though this requires not only thought and consideration, but action! Design Thinking provides a framework for this exploratory and iterative design process built on these core stages:

  • Empathise: Research your users’ needs
  • Define: State your user’s needs and problems
  • Ideate: Challenge assumptions and create ideas
  • Prototype: Start to create solutions
  • Test: Try your solutions out

This framework is grounded in understanding your customer’s needs, rapid prototyping and generating creative ideas that can transform how you develop products, services, processes and your organisation. Adopting and investing in this process with your users can add value to your organisation. For further information on this topic click here.


Why UX is important: Conclusion

UX is a key consideration for those looking to get the best out of their Salesforce experience. Here’s a recap of five key reasons why for the next time that you engage in a conversation on the topic:

  1. Your users are your biggest asset; you must consider their experience
  2. Your user’s experience needs to be relevant 
  3. User adoption matters
  4. Salesforce could be an extension of your brand
  5. Focusing on User Experience and Design Thinking enables you to innovate


About Cloud Galacticos 

Cloud Galacticos is a Salesforce Consulting Partner with an all-star team. We are user and developer group leaders, bloggers, MVPs and all round Salesforce nerds. Our Salesforce consultancy has people all over the UK including Manchester, Leeds, Newcastle, Sheffield, and London.

So if you are looking for a Salesforce Gold partner with experience to help you make the most of your org, why not get in contact?

Phil's Salesforce Tip of the Week

UX Cert and 9to5 – Phil’s Salesforce Tip of the Week #438

UX Cert

Keep an eye on the @SalesforceUX Twitter feed for updates on a proposed new Certification in User Experience design. There is a great opportunity to register your interest with the team to get involved with the exam design and content!

The Trailhead Credentialing team is creating a new certification specifically for those designing great user experiences – we are looking for subject matter experts that can help us define, develop, and set the standards for this exam.



What a way to make a living!

This week Salesforce seems to have declared the “9-to-5 workday is dead”! Before we celebrate too hard, I don’t think it is recommending a 9 to 4.30 day. But that Salesforce employees will not be expected to be in their ‘old’ offices as much in the future, and ‘Employees who do not live near an office are free to work remotely indefinitely.’ Take a read of the full article here. And take a minute to think what your working life will be like in 2022.

Quote from the Guardian Newspaper: ““As employers, we have an opportunity to create an even better workplace – one that allows us to be more connected to each other, find more balance between work and home, and advance equality – ultimately leading to increased innovation and better business outcomes,” said Brent Hyder, the chief “people officer” at Salesforce, who heads its employee policies.”