Client
Services
Platform
Client PNC Bank
Project FedEx Support Hub
Length 18-week Engagement
Location Hybrid/Remote
Leveraging deep user insights gained through comprehensive onsite workshops, I led the design and implementation of intuitive and engaging user experiences across PNC Bank's Salesforce Service Cloud and Self-Service Applications.
By reorganizing information architecture, streamlining Lightning flows, and developing visually appealing and consistent user interfaces, I significantly enhanced user experience and reduced call resolution times for critical processes such as new account opening, debit card redesign, and overdraft protection.
Additionally, I created a comprehensive style guide to ensure design consistency and maintainability, and designed intuitive user interaction prototypes to guide users seamlessly through the requested product or service.
Skills Salesforce Experience Cloud · Agentforce · Figma · Photoshop · Microsoft Word ·Collaboration · Resilience
Carefully structured to provide an intuitive user journey, balancing educational content, interactive features, and community engagement.
Early wireframes led to interactive prototypes, which were tested and iterated on. This phase was crucial for refining user flows and interface elements.
Focused on creating a visually appealing and emotionally engaging experience. The design incorporated nature-inspired themes, intuitive icons, and an easy-to-navigate layout.
Special attention was given to making the intranet accessible to all users, including those with disabilities. Features like screen reader compatibility, color contrast optimization, and scalable text were included. WCAG 2.2 AAA
User journeys are powerful tools that can significantly enhance your Salesforce implementation. By visually mapping out how users interact with your platform, you can identify pain points, optimize workflows, and improve user satisfaction.
This, in turn, leads to higher adoption rates, more efficient processes, and greater overall business success. Additionally, user journey mapping helps align your Salesforce configuration with user needs, facilitates change management, and reveals opportunities for automation. By investing in this valuable practice, you can unlock the full potential of your Salesforce investment and drive business growth.
The Lightning Design System (LDS) offers a comprehensive set of design principles and components to create consistent and visually appealing user interfaces within Salesforce.
By leveraging LDS, you can enhance the user experience, improve adoption rates, and streamline development efforts. LDS provides pre-built, customizable components that adhere to Salesforce's design standards, ensuring a cohesive look and feel across your applications.
This consistency reduces development time, minimizes the risk of errors, and promotes a more intuitive user experience. Additionally, LDS components are optimized for performance and accessibility, ensuring that your Salesforce applications are fast, responsive, and inclusive for all users.
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