{"id":6192,"date":"2022-06-29T17:53:00","date_gmt":"2022-06-29T17:53:00","guid":{"rendered":"https:\/\/nlineaxis.com\/?p=6192"},"modified":"2025-02-20T11:42:15","modified_gmt":"2025-02-20T11:42:15","slug":"6-ways-salesforce-uses-design-thinking-to-create-unique-solutions","status":"publish","type":"post","link":"https:\/\/nlineaxis.com\/blog\/6-ways-salesforce-uses-design-thinking-to-create-unique-solutions\/","title":{"rendered":"6 Ways Salesforce Uses Design Thinking to Create Unique Solutions"},"content":{"rendered":"<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_79 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/nlineaxis.com\/blog\/6-ways-salesforce-uses-design-thinking-to-create-unique-solutions\/#6_Phases_of_Design_Thinking_at_Salesforce\" >6 Phases of Design Thinking at Salesforce<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/nlineaxis.com\/blog\/6-ways-salesforce-uses-design-thinking-to-create-unique-solutions\/#1_Start_With_Empathy\" >1. Start With Empathy<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/nlineaxis.com\/blog\/6-ways-salesforce-uses-design-thinking-to-create-unique-solutions\/#2_Define_The_Challenge\" >2. Define The Challenge<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/nlineaxis.com\/blog\/6-ways-salesforce-uses-design-thinking-to-create-unique-solutions\/#3_Ideate_On_Solutions\" >3. Ideate On Solutions<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/nlineaxis.com\/blog\/6-ways-salesforce-uses-design-thinking-to-create-unique-solutions\/#4_Prototype\" >4. Prototype<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/nlineaxis.com\/blog\/6-ways-salesforce-uses-design-thinking-to-create-unique-solutions\/#5_Build_and_Roll_Out\" >5. Build and Roll Out<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/nlineaxis.com\/blog\/6-ways-salesforce-uses-design-thinking-to-create-unique-solutions\/#6_Validate_and_Collect_Feedback\" >6. Validate and Collect Feedback<\/a><ul class='ez-toc-list-level-4' ><li class='ez-toc-heading-level-4'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/nlineaxis.com\/blog\/6-ways-salesforce-uses-design-thinking-to-create-unique-solutions\/#Conclusion\" >Conclusion<\/a><\/li><\/ul><\/li><\/ul><\/li><\/ul><\/nav><\/div>\n\n<p>As businesses, we all want to build products and services of Salesforce that make a difference to people\u2019s lives. But we often get so caught up in the product itself \u2013 the look, the feel, the features, the technology \u2013 that we forget about the customer or the people for whom we\u2019re actually designing that product. Who are these users? What is the problem we\u2019re seeking to solve for them, and is there a deeper root cause? Have we considered all possible solutions?<\/p>\n\n\n\n<p>Design thinking pushes us to ask these questions, so that we can create truly targeted solutions that customers love. It\u2019s essentially a creative approach to problem-solving that prompts us to challenge assumptions, redefine the way we think, experiment with solutions, and continuously incorporate feedback.\u00a0<\/p>\n\n\n\n<p>At Nlineaxis, design thinking is central to innovation. And in this article, we\u2019d like to show you how we apply this philosophy to build better solutions. We follow a typical double diamond process that involves exploring the human context, converging on a problem statement, developing different ideas, and iterating on potential solutions.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"6_Phases_of_Design_Thinking_at_Salesforce\"><\/span>6 Phases of Design Thinking at Salesforce<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"1_Start_With_Empathy\"><\/span>1. Start With Empathy<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>At Nlineaxis, TRUST is the number 1 value. We build that trust with end users by cultivating a deep understanding of who they are, including what their goals and motivations might be.<\/p>\n\n\n\n<p>We\u2019ve also noticed that involving \u2018humans\u2019 or customers in the process of product development has a long-term business impact. It not only results in higher NPS and CSAT scores, but also helps reduce the volume of service requests.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"2_Define_The_Challenge\"><\/span>2. Define The Challenge<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>We then define high level themes catering to specific business needs. For example, every industry we serve \u2013 be it banking, communications, or healthcare \u2013 has specific themes identified. These themes are broken down into multiple epics (series of tasks) that focus on solving user needs or problems in a given release.<\/p>\n\n\n\n<p>The key here is to come up with a problem statement synthesizing user needs based on feedback captured in the previous stage. The problem statement should highlight the gaps between current and desired user experiences.<\/p>\n\n\n\n<p>A fulfillment manager needs to view information related to the health and performance of an order management (OM) application and other downstream systems because he can then understand the operational status of the OM.<\/p>\n\n\n\n<p>Next, we generate a few\u00a0 \u2018how might we\u2019 questions to address the problem statement. End users are invited to vote on their favorite questions which are then used in the ideation phase.<\/p>\n\n\n\n<p>For example:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>How might we present data points related to the health and performance of OM applications?<\/li>\n\n\n\n<li>How might we visualize the data comprehensively?\u00a0<\/li>\n\n\n\n<li>How might we keep the data up-to-date?<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"3_Ideate_On_Solutions\"><\/span>3. Ideate On Solutions<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>At this stage, our design teams conduct co-creation workshops with multiple customer stakeholders from Product, Technology, and Sales. This exercise throws up varied and useful perspectives. Ideas are generated using techniques like \u2018crazy 8\u2019s brainstorming\u2019 \u2013 eight ideas in eight minutes. The best ideas, as voted by participants, are taken forward to the prototyping phase.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"4_Prototype\"><\/span>4. Prototype<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>In every product release, we first create and review low fidelity prototypes (simple, low-tech concepts)\u00a0 with stakeholders from Product and Technology. Based on their feedback, high fidelity prototypes are created. This iterative process improves efficiency, accelerates time-to-market,\u00a0 lowers product development costs, reduces redesigns, and ultimately leads to more user-friendly products.\u00a0<\/p>\n\n\n\n<p>At Nlineaxis, rapid prototyping can be done right on the Developer Edition (DE) organization \u2013 our app creation platform. Once the prototypes are created, it\u2019s time to reconnect with users for their feedback.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"5_Build_and_Roll_Out\"><\/span>5. Build and Roll Out<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>After the design prototype is shared with the technology team, all insights are put into action. The solution is then built and rolled out to end users as a functional product.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"6_Validate_and_Collect_Feedback\"><\/span>6. Validate and Collect Feedback<span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>At <a href=\"https:\/\/nlineaxis.com\/\">Nlineaxis IT Solution Private Limited<\/a>, design is never done. The iterative process of listening, collaborating, testing, learning, and growing continues.\u00a0<\/p>\n\n\n\n<p>To guard against biases, we capture user feedback regularly through surveys, in-person interviews, and focus groups. We also have an inline feedback mechanism to collect responses to short surveys. Essentially, a lot of evaluative and generative research goes into our products before they\u2019re launched.<\/p>\n\n\n\n<p>That, in a nutshell, is our approach to design thinking.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Conclusion\"><\/span>Conclusion<span class=\"ez-toc-section-end\"><\/span><\/h4>\n\n\n\n<p>Salesforce has introduced initiatives for people from any career or educational background to learn about and deliver incredible user experiences. Among these initiatives are the Salesforce Designer role on Trailhead and User Experience Designer certification. The certification is for individuals who want to demonstrate their knowledge, skills, and experience in the following areas: UX Fundamentals, Human-Centered Design, Declarative DesignTesting, Salesforce Lightning Design System (SLDS)<\/p>\n\n\n\n<p>To know more about Salesforce, feel free to reach out to us.\u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"<p>As businesses, we all want to build products and services of Salesforce that make a difference to people\u2019s lives. But we often get so caught up in the product itself \u2013 the look, the feel, the features, the technology \u2013 that we forget about the customer or the people for whom we\u2019re actually designing that [&hellip;]<\/p>\n","protected":false},"author":10,"featured_media":9260,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[2,38],"tags":[35,167,154,148,168],"class_list":["post-6192","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-design","category-salesforce","tag-crm","tag-developer","tag-salesforce-developer","tag-salesforce-development-companies","tag-salesforce-uses-design"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>6 Ways Salesforce Uses Design Thinking for Unique Solutions<\/title>\n<meta name=\"description\" content=\"Salesforce has introduced 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