Salesforce Document Center Enhancement

My Role: Lead UI Design, Research, Design Iteration

The Problem & Business Need

The company CRM, Salesforce, had an inefficient workflow for loan officers interacting with documents that their clients upload. Users could not view documents before downloading them and could only download one file at a time. The business needed an interface allowing their loan officers to download client documents more efficiently.

App Users: Loan officers trying to download client documents

Main User Goal: Download user documents as efficiently as possible

Additional User Goals: Accept, reject, delete, view, or re-classify client documents

Main Project Goal: Create an intuitive interface for loan officers to efficiently download client documents.

The Research & Design Iteration

First, I researched the current interface the loan officers were using and met with the Salesforce developers to understand the current workflow better. Once I understood better, I began gathering requirements from the product analysts and product managers. After that, I knew I was able to expand on the current interface and add functionality to improve the workflow. The ability to view all documents on a list view with pagination, selecting multiple documents, adding a download button, and the ability to sort columns were improvements that accomplished the goal.

After several rounds of presenting the interface design and collecting feedback from the team of product analysts, product managers, developers, and QA members, we were confident that we had a solution that would increase productivity immediately.

Download History Showing A Failed Download

The Result

The result of creating this interface relieved the pain point of the loan officer's previous inefficient workflow and significantly increased productivity. This allowed the loan officers to spend more time doing tasks that increased sales and company profits. We received excellent feedback from the field ensuring this feature was a success.