Designed a feature that saves hours of rework for Salesforce admins building automations
Designed a feature that saves hours of rework for Salesforce admins building automations
Designed a feature that saves hours of rework for Salesforce admins building automations
Designed a feature that saves hours of rework for Salesforce admins building automations
Note: I am not a Salesforce employee. This project was sponsored by Salesforce for a course in my masters at Indiana University (2024) where the sponsors were Salesforce Designers and HCI alumns.
Note: I am not a Salesforce employee. This project was sponsored by Salesforce for a course in my masters at Indiana University (2024) where the sponsors were Salesforce Designers and HCI alumns.
Note: I am not a Salesforce employee. This project was sponsored by Salesforce for a course in my masters at Indiana University (2024) where the sponsors were Salesforce Designers and HCI alumns.
my role
my role
my role
Took responsibility in almost every step of the project and majorly facilitated
Took responsibility in almost every step of the project and majorly facilitated
Took responsibility in almost every step of the project and majorly facilitated
I primarily did a lot of facilitation throughout this project, and worked on almost everything including,
Creating interview protocols (with 3 others)
Facilitating interviews and performing thematic analysis (coding labels for 3 interviews)
Conducting an activity to understand user challenges
Crafting user stories (in collaboration with 2 others),
Ideating features with the whole team,
Mediating heated debates (when necessary), team alignment
Making presentations (for different audiences - class and Salesforce).
I primarily did a lot of facilitation throughout this project, and worked on almost everything including,
Creating interview protocols (with 3 others)
Facilitating interviews and performing thematic analysis (coding labels for 3 interviews)
Conducting an activity to understand user challenges
Crafting user stories (in collaboration with 2 others),
Ideating features with the whole team,
Mediating heated debates (when necessary), team alignment
Making presentations (for different audiences - class and Salesforce).
I primarily did a lot of facilitation throughout this project, and worked on almost everything including,
Creating interview protocols (with 3 others)
Facilitating interviews and performing thematic analysis (coding labels for 3 interviews)
Conducting an activity to understand user challenges
Crafting user stories (in collaboration with 2 others),
Ideating features with the whole team,
Mediating heated debates (when necessary), team alignment
Making presentations (for different audiences - class and Salesforce).
I worked in a team with 7 other talented people (hover to view).
I worked in a team with 7 other talented people (hover to view).
I worked in a team with 7 other talented people (hover to view).
I worked in a team with 7 other talented people
context
context
context
What is automations?
What is automations?
What is automations?
You might’ve gotten an email when you put something in your cart, right? That is automation! It reduces the amount of manual work by automating tasks which can be performed by a set of instructions and conditions.
You might’ve gotten an email when you put something in your cart, right? That is automation! It reduces the amount of manual work by automating tasks which can be performed by a set of instructions and conditions.
You might’ve gotten an email when you put something in your cart, right? That is automation! It reduces the amount of manual work by automating tasks which can be performed by a set of instructions and conditions.
Relation between admins, automations and collaboration
Relation between admins, automations and collaboration
Relation between admins, automations and collaboration
Automations are built in Salesforce Flowbuilder, and are mostly built by Salesforce admins. However, the whole process from the gathering requirements to building it and then managing is a collaborative effort. Different stakeholders like Salesforce admins, project managers, process owners (usually called clients or citizens or business users too), etc are involved in different stages of the project.
Automations are built in Salesforce Flowbuilder, and are mostly built by Salesforce admins. However, the whole process from the gathering requirements to building it and then managing is a collaborative effort. Different stakeholders like Salesforce admins, project managers, process owners (usually called clients or citizens or business users too), etc are involved in different stages of the project.
Automations are built in Salesforce Flowbuilder, and are mostly built by Salesforce admins. However, the whole process from the gathering requirements to building it and then managing is a collaborative effort. Different stakeholders like Salesforce admins, project managers, process owners (usually called clients or citizens or business users too), etc are involved in different stages of the project.
How might we make building automation workflows more collaborative?
How might we make building automation workflows more collaborative?
How might we make building automation workflows more collaborative?
problem breakdown
problem breakdown
problem breakdown
How does collaboration look like right now for the admins?
How does collaboration look like right now for the admins?
How does collaboration look like right now for the admins?
We started with mapping different collaborations through stages of project (which we got to know through user interviews)
We started with mapping different collaborations through stages of project (which we got to know through user interviews)
We started with mapping different collaborations through stages of project (which we got to know through user interviews)
Admins and their problems
Admins and their problems
Admins and their problems
We understood about the phases of building an automation workflow, and the types of collaboration at each phase by talking with different stakeholders.
We conducted 9 semi-structured interviews with 6 interviewees and here's what we found:
We understood about the phases of building an automation workflow, and the types of collaboration at each phase by talking with different stakeholders.
We conducted 9 semi-structured interviews with 6 interviewees and here's what we found:
We understood about the phases of building an automation workflow, and the types of collaboration at each phase by talking with different stakeholders.
We conducted 9 semi-structured interviews with 6 interviewees and here's what we found:
Hover for interview quotes
Hover for interview quotes
Hover for interview quotes
Admins map out simpler flowchart for clients
Admins map out simpler flowchart for clients
Admins map out simpler flowchart for clients
To get feedback from clients on the workflow admins have built, they simplify and map it out in Lucidchart because it would be easier for clients to understand.
To get feedback from clients on the workflow admins have built, they simplify and map it out in Lucidchart because it would be easier for clients to understand.
To get feedback from clients on the workflow admins have built, they simplify and map it out in Lucidchart because it would be easier for clients to understand.
Re-diagramming takes too much time
Re-diagramming takes too much time
Re-diagramming takes too much time
Everytime admin has a meeting with clients, they need to create a simple flowchart in Lucidchart (popular within admins community)and it gets tiresome.
Everytime admin has a meeting with clients, they need to create a simple flowchart in Lucidchart (popular within admins community)and it gets tiresome.
Everytime admin has a meeting with clients, they need to create a simple flowchart in Lucidchart (popular within admins community)and it gets tiresome.
Admins want to leave notes for self and co-admins
Admins want to leave notes for self and co-admins
Admins want to leave notes for self and co-admins
Sometimes it happens that admins forget about a project when they come back to it, so they need to go back to their notes for refreshing memory and even share it with new admins as a knowledge transfer.
Sometimes it happens that admins forget about a project when they come back to it, so they need to go back to their notes for refreshing memory and even share it with new admins as a knowledge transfer.
Sometimes it happens that admins forget about a project when they come back to it, so they need to go back to their notes for refreshing memory and even share it with new admins as a knowledge transfer.
what we designed
what we designed
what we designed
Admins can generate a flowchart instantly, edit it and share it with the clients
Admins can generate a flowchart instantly, edit it and share it with the clients
Admins can generate a flowchart instantly, edit it and share it with the clients
No need for admins to take note separately. No need even for clients to share feedback separately.
No need for admins to take note separately. No need even for clients to share feedback separately.
No need for admins to take note separately. No need even for clients to share feedback separately.
Admins can share a browser-supported link (of generated simplified diagram) to clients and get their feedback even asynchronously.
Admins can share a browser-supported link (of generated simplified diagram) to clients and get their feedback even asynchronously.
Admins can share a browser-supported link (of generated simplified diagram) to clients and get their feedback even asynchronously.
sharing from admin side
To get feedback from clients, this simplified diagram can be shared with them.
To get feedback from clients, this simplified diagram can be shared with them.
To get feedback from clients, this simplified diagram can be shared with them.
client side view
Clients can post comments on the simplified diagram that is shared with them (can be opened in broswer).
Clients can post comments on the simplified diagram that is shared with them (can be opened in broswer).
Clients can post comments on the simplified diagram that is shared with them (can be opened in broswer).
Was generating flowcharts even possible? Yes, we did a POC!
Was generating flowcharts even possible? Yes, we did a POC!
Was generating flowcharts even possible? Yes, we did a POC!
We did a proof of concept with current LLM models and validated if all this was even possible. It did not just generate the flowchart but went even one step further and gave us a code to plot.
We did a proof of concept with current LLM models and validated if all this was even possible. It did not just generate the flowchart but went even one step further and gave us a code to plot.
We did a proof of concept with current LLM models and validated if all this was even possible. It did not just generate the flowchart but went even one step further and gave us a code to plot.
Design iterations that led to these features
We did not reach to these features overnight. We did quite a lot of iterations, debated features, removed some functionalities while adding few others. The final features are the culmination of muliple additions and subtractions throughout the project that you can see in the pop-up.
View iterations
concept testing with admins
concept testing with admins
concept testing with admins
Admins loved the uniqueness and the impact of these features
Admins loved the uniqueness and the impact of these features
Admins loved the uniqueness and the impact of these features
We performed informal and unstructured concept testing with 2 admins in a follow up interview. We explained our concept and let them play around with the prototype.
“And feature (Generate diagram) that could indeed also make unique value versus existing other solutions like the Draw IO or Lucidchart.”
“And feature (Generate diagram) that could indeed also make unique value versus existing other solutions like the Draw IO or Lucidchart.”
“And feature (Generate diagram) that could indeed also make unique value versus existing other solutions like the Draw IO or Lucidchart.”
SALESFORCE architect
“And feature (Generate diagram) that could indeed also make unique value versus existing other solutions like the Draw IO or Lucidchart.”
SALESFORCE architect
“This idea is really good, especially with the possibility to make the screenshot of the whole flow with one button instead of having like stitch to it or have specific extension to be able to make a screenshot of a whole flow.”
“This idea is really good, especially with the possibility to make the screenshot of the whole flow with one button instead of having like stitch to it or have specific extension to be able to make a screenshot of a whole flow.”
“This idea is really good, especially with the possibility to make the screenshot of the whole flow with one button instead of having like stitch to it or have specific extension to be able to make a screenshot of a whole flow.”
SALESFORCE consultant
“This idea is really good, especially with the possibility to make the screenshot of the whole flow with one button instead of having like stitch to it or have specific extension to be able to make a screenshot of a whole flow.”
SALESFORCE consultant
We even got a chance to present our features to the Salesforce Automations team!
We even got a chance to present our features to the Salesforce Automations team!
We even got a chance to present our features to the Salesforce Automations team!
Salesforce Automations team loved the way we directed the project from a broader goal of collaboration to narrowing it down in helping admins easily communicate with clients.
Salesforce team even admired our presentation's storytelling and remarked that it was similar to what actual pitching presentations look like at Salesforce.
Salesforce Automations team loved the way we directed the project from a broader goal of collaboration to narrowing it down in helping admins easily communicate with clients.
Salesforce team even admired our presentation's storytelling and remarked that it was similar to what actual pitching presentations look like at Salesforce.
Salesforce Automations team loved the way we directed the project from a broader goal of collaboration to narrowing it down in helping admins easily communicate with clients.
Salesforce team even admired our presentation's storytelling and remarked that it was similar to what actual pitching presentations look like at Salesforce.
personal reflections & learnings
personal reflections & learnings
personal reflections & learnings
A team's frame alignment is a differentiating factor between an extraaaa-ordinary result and an ordinary one.
A team's frame alignment is a differentiating factor between an extraaaa-ordinary result and an ordinary one.
A team's frame alignment is a differentiating factor between an extraaaa-ordinary result and an ordinary one.
I realized that there needs to be someone in the team who can efficiently delegate work to everyone when there is an ongoing confusion or lack of proactiveness about who would do what task. Moreover, following up to see if it is carried out effectively is crucial as well.
I realized that there needs to be someone in the team who can efficiently delegate work to everyone when there is an ongoing confusion or lack of proactiveness about who would do what task. Moreover, following up to see if it is carried out effectively is crucial as well.
I realized that there needs to be someone in the team who can efficiently delegate work to everyone when there is an ongoing confusion or lack of proactiveness about who would do what task. Moreover, following up to see if it is carried out effectively is crucial as well.
I realized that there needs to be someone in the team who can efficiently delegate work to everyone when there is an ongoing confusion or lack of proactiveness about who would do what task. Moreover, following up to see if it is carried out effectively is crucial as well.
Team’s frame alignment is really important if one wants to achieve best results from the project. Our team was so well aligned which reflected in our work and ideas. This alignment is a constant effort everyone needs to put in.
Team’s frame alignment is really important if one wants to achieve best results from the project. Our team was so well aligned which reflected in our work and ideas. This alignment is a constant effort everyone needs to put in.
Team’s frame alignment is really important if one wants to achieve best results from the project. Our team was so well aligned which reflected in our work and ideas. This alignment is a constant effort everyone needs to put in.
Team’s frame alignment is really important if one wants to achieve best results from the project. Our team was so well aligned which reflected in our work and ideas. This alignment is a constant effort everyone needs to put in.
The end.
The end.
The end.
Team photo
Team photo
Team photo
Future scope
Future scope
Future scope
Next case study (random)
Next case study (random)
Next case study (random)
or
or
or
Hit me up to talk about this project over a cup of chai!
Hit me up to talk about this project over a cup of chai!
How did I facilitate?
How did I facilitate?
Team dynamics
Team dynamics
How did I make presentation for 2 different audiences?
How did I make presentation for 2 different audiences?
How did I approach healthy team building?
How did I approach healthy team building?
What aspect I need to grow in?
What aspect I need to grow in?
Copyright © 2025 Dharam Lokhandwala. Updated in January 2025.
Copyright © 2025 Dharam Lokhandwala.
Updated in January 2025.
