You'll learn: - How Salesforce designed a large-scale UX process across teams - Why certain design activities were chosen over others - How to preserve design quality at scale

1. Kyle Haskins
Director, User Experience, Salesforce
Building a UX Process at Salesforce that
Promotes Focus and Creativity

2. Hello, I’m Kyle Haskins. I lead mobile
and IoT UX at Salesforce. I’m passionate
about helping my teams do their best
work and creating great products.

3. WHAT IS SALESFORCE?

4. WHAT IS SALESFORCE?

5. UX @ Salesforce

6. TEAMS OF MULTIDISCIPLINARY EXPERTS
Design
Strategist
UX Architect User
Researcher
Videographer Creative
Director
Interaction
Designer
UX Engineer
UX Manager Mobile
Designer
Prototyper Ethnographer Visual Designer UX
Producer
Research
Strategist

7. SALESFORCE DESIGN PRINCIPLES

8. THE LIGHTNING DESIGN SYSTEM
www.lightningdesignsystem.com

9. Solving for Scale
UX OPERATIONS

10. DESIGN GROWTH @ SALESFORCE
2011
Tech & Product
30~
2017
Tech & Product
190~
2017
Company Wide
580~

11. OUR FOCUS HAS SHIFTED FROM SPEED TO QUALITY

12. RAPID GROWTH

13. PROBLEM WE’RE SOLVING

14. ARE WE UNDERSTAFFED?
?:?

15. Create Focus Enable High Quality Team Health
We feel successful when we are
doing our best work. Individual
and team health goes up.
Go beyond creating ‘screens’ and
solve user problems with
craftsmanship.
Allow designers to go deep on a
problem without distraction.
GOALS

16. Getting Closer to Engineering
FIRST ITERATION

17. WORK TRACKING SYSTEM

18. WORK TRACKING SYSTEM
But, it wasn’t working yet...

19. MULTIPLE REQUESTS FOR WORK
As work requests come in the
tooling alone didn’t help us to
know what to work on first. We
need prioritization across
requestors.

20. TRANSPARENCY MISSING
We need transparency
across requesters on
work requests and plans.

21. FOCUS MISSING
Designers still need focus to
produce high quality.

22. UX BACKLOG MISSING
When we are ready to
start something new
the team needs a
prioritized backlog
to know what to work
on next.

23. WHAT’S MISSING?
Using the tools alone was not
enough. What else do we need to get
focus and quality?

24. Building a Process
SECOND ITERATION

25. MOVING WITH THE PACE OF THE COMPANY
Photo by Lisa Thumann

26. SALESFORCE RELEASES
Spring ‘17 Summer ‘17 Winter ‘18
Core Releases
Mobile Releases

27. BUILDING A DESIGN BACKLOG
Designer Product Manager
WINTER ‘18 DESIGN BACKLOG
1. User story…
2. User story…
3. User story…
4. User story…
5. User story…
6. User story...

28. AGILE @ SALESFORCE
UX Sprints
Engineering Sprints
Applying the model of two week sprints to UX keeps
us organized, closer to the engineering process, and is
powered by the design backlog.
Design Backlog

29. Two week sprints for UX creates the focus needed for
designers to do great work.
SPRINT PLANNING
Product managers and designers
build a list of work for the
upcoming sprint. This list is
prioritized across the team.
DESIGN ACTIVITIES
Generating a discussion with
designers on what activities
are need for a design project.
These become the work items.
SCOPING A SPRINT
Designers estimate each work
item with story points and
only pull the work into a
sprint that can be completed.
CREATING FOCUS

30. We start sprint planning with a flexible tool like a
spreadsheet or shareable document.
PLANNING A SPRINT

31. UX / PM ALIGNMENT

32. COMMUNICATE THE SPRINT PLAN
Communicating the sprint plan out to the PMs, Eng teams, and
stakeholders reinforced our alignment and the UX sprint process.

33. UX
PM
Engineering
Stakeholders
Step 1
Release Planning
Step 2
Sprint Planning
Step 3
Alignment
Step 4
Communication
What are our experience
goals for the release?
What am I working on in the
next two weeks?
Are we in agreement on
these design stories?
Here is what I plan to work
on this sprint...
What are our business goals
for the release?
Is UX and Eng working along
at the right pace?
Is UX and Eng working on
the right things for the
business?
Am I aware of the final UX
sprint plan?
What are we building in this
release?
What am I working on in the
next two weeks?
Is UX working on the stories I
need for my upcoming
sprints?
Here is what we are
planning to build this
sprint...
Are we building the right
things and are we all
aligned?
What has been designed or
built and is ready to review?
Are we building the right
things and are we all
aligned?
Are we building the right
things and are we all
aligned?
UX AGILE FRAMEWORK

34. How It’s Working
OUTCOMES

35. Prototyping
How does a product animate and
move to support the user’s flow?
User Research
What are user’s saying they need and
what are they actually doing?
Competitive Research
How has this problem been solved in
other products and how well is it
working?
Divergence
Have we explored many options to
ensure that our solution is the right fit
for our constraints?
Vision
What is the vision and how will get
there through a series of releases?
Collaboration
What functional areas should
contribute to the design besides UX?
Accessibility specialists, writers,
engineers, visual designers,
researchers, etc.
DESIGN QUALITY BEGAN TO EMERGE AT SCALE

36. PRESERVING VISION
Release Planning Product Roadmap Summit Laulema

37. Vision Release 2Release 1
0 1 2
CRAFTING THE VISION AND HOW WE GET THERE

38. WE CAN QUANTIFY THE AMOUNT OF WORK

39. OUR PROCESS IS FAMILIAR
Release Planning Sprint Planning Alignment Communication

40. IMPACT AT SCALE
Mobile UX
Community
Cloud UX
IoT UX
Platform UX
Sales
Cloud UX

41. POSITIVE TEAM HEALTH

42. 4 Takeaways
LEARNINGS

43. 1. AGILE WORKS FOR UX

44. 2. CREATING BACKLOGS AND PRIORITIES TOGETHER PAYS OFF

45. 3. SPEAK THE SAME PROCESS LANGUAGE

46. 4. EVERY COMPANY IS UNIQUE AND GOOD PROCESS ADAPTS

47. CONTINUED GROWTH AT SCALE
● UX Career Competencies
● Design Critique
● Dynamic Design
● Animation
● Living Design Systems

48. Q&A
Curiosity is our superpower.

49. FOLLOW US AND SAY HELLO
SALESFORCE-UX @SALESFORCEUX