Following a thorough assessment, my team’s strategy was implementing Sales and Service Cloud instances utilized internally, with an updated UI (Salesforce Lightning) focused on key employee workflows.

I was also able to orchestrate the sale of a small research and strategy engagement valued at $40K aimed towards understanding member needs and wants and creating a roadmap for success. To reach this end we conducted stakeholder interviews; performed remote and on-site research during vacations with users; developed personas as well as member journeys highlighting key stakeholders involved in our project; assembled strategies that created 'the art of the possible' vision which was then presented to executives resulting in another extensive investment worth $4M, to develop our solution.

After carefully mapping out a vision, my team transformed it into an interactive web and tablet experience for members. Using Service Cloud components as the foundation of our project, we orchestrated each step from concepting to prototyping to create high-fidelity mockups brought to life by development teams.

In the end, we created an employee experience using pre-release Lightning design components with Sales and Service Cloud.  One of the goals was to ensure the experience met employee needs, solved workflow issues, and balanced component customizations with the ability to upgrade Sales and Service Clouds several times a year, based on the platform’s release schedule.

We also created a custom member web experience for pre-vacation experiences, like booking restaurants and events, as well as ordering groceries, as well as a table experience while members were on-site, allowing immediate access to on-site concierges and updating.

Example: “Welcome Mat” Lightning component (out of the box)

Example; Avatars (mild customization)

Example: Chat window (out of the box)

Mobile

As part of the project, we built a mobile web version of the. member site, which allowed for key member workflows based on user research.