Reimaging Salesforce's
Trailblazer platform
Reimaging Salesforce's
Trailblazer platform
Reimaging Salesforce's
Trailblazer platform
Reimaging Salesforce's
Trailblazer platform
Salesforce Externship
Salesforce Externship
Salesforce Externship
ROLE
UX Research, Design and Usability Testing
IMPACT
100% Task completion rate
Enhanced user engagement
ROLE
UX Research, Design and Usability Testing
IMPACT
100% Task completion rate
Enhanced user engagement
A quick 1-min overview
A quick 1-min overview
Expose, engage, and encourage users to be involved in the community and enable them to find content and navigate the platform with ease.
Expose, engage, and encourage users to be involved in the community and enable them to find content and navigate the platform with ease.
Measuring Success
Measuring Success
Net Promoter Score
Recommendation of the product
Recommendation of the product
Time-in-App
Time in app measures how long a user spent in your app over a period of time.
Time in app measures how long a user spent in your app over a period of time.
Customer Effort Score
Can be gauged through a survey, assessing the ease of discoverability.
Can be gauged through a survey, assessing the ease of discoverability.
There’s one more way I measured my success
There’s one more way I measured my success
Trailhead was recently redesigned by Salesforce
Trailhead was recently redesigned
by Salesforce
Trailhead was recently redesigned by Salesforce
Trailhead was recently redesigned by Salesforce
All the suggestions I’ve made was found in the redesign
All the suggestions I’ve made was found in the redesign
All the suggestions I’ve made was found in the redesign
All the suggestions I’ve made was found in the redesign
See Solution
PROBLEM STATEMENT
"Suggest new ways to enable customers on Trailhead that impact their knowledge of
the platform."
"Suggest new ways to enable customers on Trailhead that impact their knowledge of
the platform."
"Suggest new ways to enable customers on Trailhead that impact their knowledge of
the platform."
Pretty board right?
Pretty board right?
Let's start by understanding
Trailhead usage
Let's start by understanding
Trailhead usage
Let's start by understanding
Trailhead usage
A revolution in online learning
Trailhead is an online learning platform with free, self-paced, bite-sized content that gives everyone the tools to learn the technologies and skills necessary to land a great job in today’s workforce.
A revolution in online learning
Trailhead is an online learning platform with free, self-paced, bite-sized content that gives everyone the tools to learn the technologies and skills necessary to land a great job in today’s workforce.
A revolution in online learning
Trailhead is an online learning platform with free, self-paced, bite-sized content that gives everyone the tools to learn the technologies and skills necessary to land a great job in today’s workforce.
How does Trailhead
help users?
How does Trailhead
help users?
More than 50% of Trailhead learners reported they had gained skills that resulted in a promotion or a raise at their current company.
One in five reported a salary increase of more than 20% because of Trailhead.
One in three Trailblazers have found a new job with the skills they’ve learned on Trailhead.
What was my approach?
What was my approach?
I wanted to narrow down the problem space and also understand where the gap exactly is in the customer’s learning.
Why, Trailblazer community?
Why, Trailblazer community?
The Salesforce ecosystem will create 9.3 million new jobs and 1.6 trillion in new business revenues worldwide by 2026. This growth is powered by Trailblazers.
Now that I have scoped down, time to
find the trailblazer's problems
Now that I have scoped down, time to
find the trailblazer's problems
User research
Heuristic Evaluation
I spoke to 6 users with varying backgrounds to understand their experience with the platform. I recruited them by filtering them out on the platform based on their expertise.
Getting familiar with the
platform
Getting familiar with the platform
Getting familiar with the platform
Heuristic Evaluation
Heuristic Evaluation
Semi-Structured Interviews
Semi-Structured Interviews
And, I discovered...
19
Problem Statements
25
Heuristic Violations
Research Insights
Inefficient Search Engine
“The search bar doesn’t help me to find the answer or an article”.
Irrelevant filters
“ I need helpful filters to find content in the platform”.
Overwhelming Navigation
“Too many tabs and redunant options
present”.
Content Hierarchy
“ I tend to overlook many content as
it is not helping in accomplishing my goal”.
Unpersonalized learning curve
“ Learning pattern could be improvised”.
Now that I have scoped down, time to
find the trailblazer's problems
User research
Heurisitic Evaluation
I spoke to 6 users with varying backgrounds to understand their experience with the platform. I recruited them by filtering out on the platform based on their expertise.
Aah! Let's get to creating
the vision
Aah! Let's get to creating the vision
While there is a plethora of content on Trailhead and the Trailblazer community, users are struggling to get their questions cleared due to the problems at the product core level. The platform faces problems in user exposure and engagement.
Help users find and engage with communities.
Enhance the search bar experience.
Personalized engagment.
The fun part of the redesign
The fun part of the redesign
The fun part of the redesign
Trailblazer Homepage
Trailblazer Homepage
Navigation
Navigation
Trailblazer Answers page
Trailblazer Answers page
Filter and Search functionality
Filter and Search functionality
Drumroooollll! All my suggestions
were found in the redesigned Trailblazer
Drumroooollll! All my suggestions
were found in the redesigned Trailblazer
Drumroooollll! All my suggestions
were found in the redesigned Trailblazer
Reimagined Search bar
A dedicated search bar is provided on the top and personalized group suggestions are added to guide the user.
Reimagined Navigation
Categories are grouped according to logic and user mental model.
Reimagined Search & Filter
The search bar experience is elevated just as in my designs with advanced filtering functionalities.
What did this project
teach me?
What did this project teach me?
What did this project teach me?
Information Architecture is the key
Understand the foundation first and make sure navigation is given the top priority!
Never be afraid to make big leaps
One of the feedback I got was to push the UI a little further, I was afraid that it would disrupt the user's mental model but it is okay for the product to evolve with the user needs.
Information Architecture is the key
Understand the foundation first and make sure navigation is given the top priority!
Never be afraid to make big leaps
One of the feedback I got was to push the UI a little further, I was afraid that it would disrupt the user's mental model but it is okay for the product to evolve with the user needs.
Don't stop, keep looking!
Don't stop, keep looking!
I interviewed some of my peers to gain better insight into the user needs. I was also curious about their experience and emotions during the reservation process.
Aah! Let's get to creating the vision
While there is a plethora of content on Trailhead and the Trailblazer community, users are struggling to get their questions cleared due to the problems at the product core level. The platform faces problems in user exposure and engagement.
Help users find and engage with communities.
Enhance the search bar experience.
Personalized engagment.
How does Trailhead
help users?
More than 50% of Trailhead learners reported they had gained skills that resulted in a promotion or a raise at their current company.
One in five reported a salary increase of more than 20% because of Trailhead.
One in three Trailblazers have found a new job with the skills they’ve learned on Trailhead.
What was my approach?
I wanted to narrow down the problem space and also understand where the gap exactly is in the customer’s learning.
Why, Trailblazer community?
The Salesforce ecosystem will create 9.3 million new jobs and 1.6 trillion in new business revenues worldwide by 2026. This growth is powered by Trailblazers.
Getting familiar with the platform
Heuristic Evaluation
Semi-Structured Interviews
And, I discovered...
19
Problem Statements
25
Heuristic Violations
Research Insights
Inefficient Search Engine
“The search bar doesn’t help me to find the answer or an article”.
Irrelevant filters
“ I need helpful filters to find content in the platform”.
Overwhelming Navigation
“Too many tabs and redunant options
present”.
Content Hierarchy
“ I tend to overlook many content as
it is not helping in accomplishing my goal”.
Unpersonalized learning curve
“ Learning pattern could be improvised”.