FEATURES UPGRADE

Situation

For Salesforce (IBM Sales Cloud), there was a sales initiative aimed at encouraging sellers to add related products and services to each product they include in their opportunities. The challenge was that the product list was extensive and lacked proper categorization, making it difficult to locate the relevant related items. Additionally, the process of adding related products and services was cumbersome because adding and editing products were done separately.

Task

I uncovered key discoverability and usability issues in the existing design and partnered with stakeholders and the product owner to push for a customized solution instead of relying on an out-of-the-box option. It became clear that this wasn’t just about adding related products and services—the root of the problem lay in the entire product addition workflow, which needed a complete redesign to support every step of the process.

Action

I redesigned the process for sellers to add products by implementing a Stepper wizard. This new system first allows users to add the products, then automatically retrieves the relevant related items and recommendations, and concludes with the selection of the required features.

A prototype was created in Figma and presented to stakeholders and development for approval and refinements. User testing to validate the prototype played a crucial role in the process, as we carefully listened to and incorporated valuable feedback. In the final stage, the feature's production was closely monitored to maintain design quality until its launch.

Result

The new "Manage Products" button enables users to progress seamlessly, intelligently skipping steps when no products are available. It highlights every product or service they may need or want to add.

In the first month, the addition of these related items doubled, and we received a lot of positive feedback on the complete redesign of the add/edit products process through NPS scores and feedback from Salesforce channels. Within a few months, we were able to gain a 30% increase in revenue.