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User Experience and Journey Mapping in Salesforce

In this post we will talk about Architecting for User Experience and Journey Mapping in Salesforce. Journey Mapping and Business Process Mapping can be used to understand the flow of data and the actions the users will take.

This will help you define a holistic end-to-end solution and help you connect the dots and address the gaps. This will inform of what objects are necessary to hold data

  • Illustrates object relationships

Any record ownership changes will be apparent. Conversions will become obvious (eg Leads->Opportunities). Where the high–touchpoint objects are, what will possibly be LDV and Integration touchpoints will be apparent. All systems involved will be clear.

Journey Mapping

As you solution think about trying to answer 3 questions as you go through business process.

  1. Who are the Actors/Personas involved in a process?
  2. What are the users doing? 
  3. Why are they doing it? 
  4. How/where are they doing it? 
  5. What systems/integrations are involved?
    • Explain the data flow/pattern
Journey Mapping in Salesforce

Process Mapping

Process Mapping in Salesforce

Check out our recording more detail about process mapping in Salesforce with example. In below Example we explain about ATM use case.

Example Requirement

Requirement:Design consultants use the specialty plant application to search for specific types of specialty  plants and reserve them for the green roof projects.

Typical solution: A Canvas app will be used to meet this requirement
User-centric solution:  The Design Consultant will use a Canvas app that is located on the Project page to find and reserve specialty plants and add them to the customer’s Project. Once they select the plants and add them they will be stored as Line Items on the Order record which is used for Projects.

Recording

Summary

As you practice the Journey & Business Process Mapping you train your mind to see requirements from the User’s perspective. This is what helps you “tell the story”. It will ensure that you solutions are holistic and make sense. Eventually you will think and talk this way and won’t have to keep doing it – it becomes “automatic” as you build the muscle memory

Comment(1)

  1. Reply
    Ketan says:

    Thanks for insightful session..

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