I was the UX lead for the Personalization Builder product of the Salesforce Marketing Cloud. I worked closely with the UX Researcher to plan, execute, and analyze series of user studies to understand the user flow to simply the user experience. I engaged with Product Managers to help discover requirements and collaborated with development teams to create technical feasible designs while meeting release dates.
Predictive Content RedesiGN
Fully redesigned the product by investigating customer pain points and their process to streamline the user flow. Updated terminology to match user’s mental model. Applied UX best practices and adopted Salesforce Lightning Design System principles. Continuously tested evolving designs with the customers and incorporated their feedback.
PERSONALIZATION BUILDER STATUS CONSOLE
Designed a new product to help our customers to inform customers of errors and steps to resolve errors. Identified use cases for our customers need to access the tool to understand how to support our customers with the flow of error resolution. Researched how customers would like to be notified of errors.
I was the lead designer on team that presented an analytics product at the 2014 Marketing Cloud Connections Event. The analytics framework was ultimately adopted company-wide and I was tasked to reimagine the Marketing Cloud homepage using the framework I created.