Salesforce Trailblazer Redesign
Overhauled Salesforce’s Trailblazer platform for a better user experience and engagement.
ROLE
IMPACT
UX Research, Design and Usability Testing
100% Task completion rate
Enhanced user engagement
Net Promoter Score
Recommendation of the product
Time-in-App
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.
Redesign Goals
Redesigning an experience for the Trailblazers that exposes, engages and encourages users to involve in the community and enable them in finding content and navigating in the platform with ease. Also, curating an onboarding experience that helps users to
have a personalize content.
Measuring Success
A quick 1-min overview
There’s one more way I measured my success
Trailhead was recently redesigned by Salesforce
All the suggestions I’ve made
was found in the redesign
Contact Me
Heuristic Evaluation
Semi-Structured Interviews
And, I discovered...
19
Problem Statements
25
Heuristic Violations
So, what is the problem?
Suggest news ways to enable customers on Trailhead
that impact their knowledge from the platform.
Pretty broad right?
”
”
Let’s start by understanding
what is Trailhead
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?
And, how did I
approach?
I wanted to narrow down the problem space and also understand where the gap exactly is in the customer’s learning.
1
2
Trailhead modules
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.
Why, Trailblazer community?
Some interesting facts - Trailblazer community
1
2
15M+
people help each other learn new skill
1300+
interest groups that share guidance and expertise
3 in 5
credit the community for new job
45%
members said learning from the community helped them deliver more value
3/4
found a mentor or mentee through the community
Wait, what does the users think?
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.
Key Takeways - Trailblalzer Community
WHY
Found out the user obstacles and the different ways the user uses the platform to address their needs.
The collaboration page’s context
is extremely confusing.
Google search is easier and gives
relevant answers.
The user interface is outdated
and inconsistent.
Too many tabs given to go
through.
Salesforce platform filters needs to
be updated and efficient.
Message page is not responsive.
Redunant options are present in
the platform.
Too many results to filter.
Don’t know where to post
questions.
Home page of the Trailblazer
community needs to be redesigned.
IdeaExchange platform needs to
be prioritized.
Content layout needs to be
restructured.
And, getting familiar with Trailblazer
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”.
The key design opportunities started to araise.
While there is a plethora of content on Trailhead and Trailblazer community, users are struggling to get their questions cleared due to the problems at 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.
Now to the fun part of
redesign
Trailblazer Homepage
Dedicated Search Bar
User Guidance to
follow people and
groups
Nudge User
What did I learn from
this process?
Holistic product strategy
Information architecture is the key!
Never be afraid to make big leaps
Reimagined Trailblazer Search bar
Reimagined Trailblazer Navigation
Reimagined Trailblazer Search and Filter
A dedicated search bar
Personalized group
suggestions
Better grouping of
categories
Useful filters
Enhanced search bar
experience
Navigation
Navigation
Answers
Answers
Filter and Search
Filter and Search
I went back and checked the reimagined Trailblazers and I’m happy to say I could see few of my suggestions
Even though not in the exact same way, the idea behind it was the same.
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.
More than 50% of Trailhead learners reported they had gained skills that resulted in a promotion or a raise at their current company.
